This is the most frequent single request support receives. The borrower says there is nothing to sign, or that they keep signing and are told they have not. In most cases they are on the right site and signed in, but have not reached the signing window. This is the path to read to them.
The path, step by step
- Go to the lender's POS sign-in page and sign in with the email address on the loan.
- If more than one loan is listed, select the correct loan first.
- Select the eSign Documents tile. A new window opens.
- Click Complete Tasks.
- Enter the authorization code when prompted.
- Review and accept the electronic consent message that is presented. The disclosures are there once it is accepted — follow the prompts through each signature.
Documents do not render until e-consent is accepted
This is the rule the whole path turns on. An empty e-sign window is usually un-accepted consent rather than a missing package. If the borrower reports a blank screen at step 6, have them read and accept the consent before anyone goes looking for the documents.
The authorization code
The code is requested after Complete Tasks, not at sign-in. It is normally the last four digits of the borrower's Social Security number unless your organization uses a fixed code. Where one-time passcode sign-in is turned on, the authorization code is removed entirely — that takes away the last-four-of-SSN step and the lockouts that follow it. See article 01, verification code not received.
When the borrower has more than one loan
Second liens, down payment assistance second mortgages and restarted files each carry their own package. The borrower must select the correct loan before clicking eSign Documents. If a loan is missing from their list entirely, that is a Site ID problem rather than a signing problem — see article 42.
Check these before escalating
- The borrower clicked eSign Documents, not the Documents or Tasks tile.
- The borrower is signed in as themselves. Joint applicants sharing one device often leave the other person's session open, so the wrong name appears on the documents.
- Have them sign out from the top right and sign in again.
This article is the navigation. If the package still does not appear after all of this, see article 03, nothing available to sign, for diagnosing a genuinely absent package.