You go to invite a borrower or co-borrower and the option is missing or will not send. Or the borrower reports a dead link, and the loan shows the same person twice. A pending invite sent to an address that was wrong, or has since changed, holds the slot until it is cleared.
Check the invite status first
Open the loan and look at the people on the file. A status of Invited means an invite has gone out but the borrower has not yet created their account — it does not mean they have one. Only a registered borrower can see documents or sign.
Remove the stale invite
Use the three-dot menu next to the borrower's name on the loan and delete the pending invite. The invite option becomes available again straight away, for the primary borrower and the co-borrower. Send the new invite once the address is right.
Correct the address before re-inviting
The borrower's email lives in Encompass. Correct it there, save the file, then send the invite. Two things to watch: an address with a stray character such as a doubled full stop looks correct at a glance and will never deliver, and a copied and pasted address often carries a trailing space.
What changed in 3.10
Changing a co-borrower's email now moves their pending invite to the new address and sends a fresh link automatically, so this case no longer needs clearing by hand.
What support will ask for
The loan number, the borrower's correct email address, and confirmation that it has been saved in Encompass.