---
title: "Asked to consent twice before signing"
slug: "56-asked-to-consent-twice-before-signing"
updated: 2026-11-11T01:30:19Z
published: 2026-11-11T01:30:19Z
canonical: "docs.thebigpos.com/56-asked-to-consent-twice-before-signing"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thebigpos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Asked to consent twice before signing

E-consent is recorded on the file, but the borrower is asked to consent again when they open their documents. Nothing is broken. There are two e-consents on every file, and the POS one does not clear the document provider's.

## Two consents, two systems

The POS collects its own e-consent when the borrower sets up their portal account. The document provider — ICE — then presents its consent inside **eSign Documents**, on every file, before it will show a package. Neither one replaces the other. If e-consent is already recorded in Encompass the POS will not ask again — but ICE still will, on every file.

Support states the rule plainly: every borrower has two e-consents, and everyone has to accept ICE's before they can see their packages to sign.

## Where the second consent appears

The borrower signs in, clicks **eSign Documents**, and a new window opens. ICE's consent appears there first; once accepted, **Complete Tasks** leads to the signatures. The loan team does not see an eSign Documents button — that view is borrower-only — so the only way to confirm the borrower has cleared this step is to ask them or to have support check.

Readers usually arrive at this symptom from article 03, nothing available to sign, or article 48, borrower cannot find where to sign. Those cover the troubleshooting and the navigation; this article is the reason an apparently consented borrower is still asked.

## What support can and cannot confirm

Support can impersonate the borrower and tell you whether ICE's consent is sitting there waiting — which is usually the whole answer, and it is worth asking for before anything is re-issued.

What support cannot do is see past it. Until the borrower accepts ICE's consent, nobody on this side can view the package behind it. So "support confirmed the consent screen is there" means the documents are almost certainly fine and the borrower simply has not clicked through; it is not the same as support having read the package itself.

## Documents that only need reviewing still block the borrower

Not everything in a package requires a signature. Some documents only need to be viewed, and they will hold the file open until the borrower has opened them. A borrower who skips around manually can miss these and then report that they have signed everything.

Have them click **Review** and let it walk them through the pending items in order rather than picking documents individually.

## Consent does not carry across files

E-consent, credit authorization and TCPA belong to the file they were accepted on, and nobody can copy them to another file — see article 76, checking and resyncing e-consent on the people page.

A borrower with two loans in progress will consent separately on each, and completing one does not help the other.

## Converted and legacy files

If your organisation is partway through moving to the new disclosures flow, older files still sit in the previous portal with their own task list. A request sent from there will not appear in the borrower's POS tasks.

## What support will ask for

The loan number and the borrower's portal address.