A borrower's or co-borrower's email address was corrected in Encompass after disclosures had already gone out. The borrower now has a working portal account and can sign in, but the package is not there. This came up repeatedly across several lenders in one week, so it is worth knowing the rule before raising a ticket.
Why the package does not follow the new address
A disclosure package is bound to the address the file carried at the moment it was issued. Changing the address afterwards updates the borrower's account and the loan record, but it does not move the issued package. The address in Encompass, the address on the package and the address on the portal account all have to match. If any of them changed after issuance, the package will not show.
Changing the address also prompts the borrower for a new consent, so expect the e-consent step to reappear.
The fix is a redisclosure
- Correct the address in Encompass, save the file and exit it.
- Reinvite that borrower from the People tab so the account is created against the correct address.
- Ask your disclosure desk to reissue. Support cannot reissue packages.
A lighter alternative to a full reissue
You do not always have to reissue the whole disclosure package to reconnect the borrower. Something has to be issued to the corrected address to re-establish the link, but it can be any document sent through the web document workflows — a Borrower Toolkit or any other informational document that needs no signature will do it. Send that, and the existing package becomes visible to the borrower on the new address.
This is worth knowing where a reissue would restart a timing clock you do not want to restart.
POSF files: check the Site ID first
On a POSF file the Site ID field should be blank. Find it in Encompass under Forms → BIG POS Dashboard → Diagnostics. A Site ID left behind from a previous configuration can misdirect the package even when it is not sending to the old site, and it will keep doing so after the address is corrected. Clear it, save the file, and check what the borrower sees before reissuing anything.
If the package still does not appear with the address corrected and the Site ID cleared, raise a ticket — a defect in this area is currently with the development team.
Before you reissue
- Confirm the corrected address character by character. A transposed pair of letters is the usual cause, and the correct and incorrect versions look almost identical at a glance.
- Check whether a second account exists on the old address. Support can remove it so the borrower is not presented with two.
- If the change was made for correspondence only and the borrower already signed under the original address, reverting the address in Encompass and saving restores the link without a reissue.
For sign-in and access problems after an address correction, see article 26. For the uniqueness rule, see article 35.