The loan is in Encompass but will not appear in the POS. It is missing from your pipeline, you get a "Loan Unavailable" error when you try to add it, or the borrower can see one of their loans but not the other. In most cases the cause is a single checkbox on the Encompass file, and you can check and fix it yourself.
Check this first — the Big POS enablement flag
Open the file in Encompass, go to the Big POS dashboard and open the Diagnostics tab. Confirm the Big POS enablement checkbox — the POS flag — is ticked. If it is not, tick it and save the file. The loan appears in the POS shortly afterwards. Exit the file when you are done so nothing sits waiting in the sync queue.
The flag fails quietly. An unticked flag produces no error and no warning: the file simply drops out of the loan officer's pipeline and out of the borrower's loan list. Re-ticking it restores the file.
What the flag controls
It decides whether the file exists in the POS at all: your pipeline, the borrower's loan list, and any package they are meant to sign. If a borrower has two loans and can only see one, check the flag on the file they cannot see rather than the one they can. A disclosure that shows as sent in disclosure tracking but never appears in the portal is the same symptom.
Restoring a loan deleted from the POS
Deleting a loan from the POS clears this flag. Ticking it again and saving brings the file back, often into Incomplete Applications first. See article 12, deleting a loan from the POS.
Hiding a loan the borrower should not see
The same switch works in reverse. Unticking it on a closed or duplicate file removes that loan from the borrower's portal. Unlinking the borrower elsewhere does not do this on its own.
A web loan that looks missing from Encompass
If the loan started on the web and appears to be missing from Encompass altogether, it is usually sitting in the Admin or catch-all bucket, waiting on assignment because no originator licensed in the subject property's state matched. See article 77.
What support will ask for
The loan number and whether the flag is ticked. If it is ticked and the loan is still missing, check the Site ID — see article 42, wrong Site ID on the loan file.