Couples who share a laptop or phone hit this constantly. One borrower signs successfully, the second gets "access denied" or is bounced straight back to the sign-in page when they click Sign Now. The back-end team has confirmed the cause: the browser is still signed in as the first borrower, so the POS sees that account trying to open the second borrower's package.
What the borrower should do
- Sign out from the top right of the portal — closing the tab is not enough.
- Close every open browser window.
- Open their own sign-in link and sign in with their own email address.
- Go to eSign Documents and follow the prompts.
Other causes of the same symptom
- A work, school or public network blocking the signing step. This is common. Ask them to try from home.
- A pop-up blocker on the browser.
- No account yet. A borrower who was never invited, or whose address changed after the invite, has nothing to sign in to — they need an invite first.
- The wrong site. If the file sits under a different brand's site, signing from your usual URL will fail.
What support will ask for
Which borrower is stuck, the exact error or behaviour on screen, whether both borrowers use the same device, and what network they are on. "It won't let them sign" without these takes several rounds to narrow down.