When an e-consent is recorded in Encompass but the POS keeps asking for it — or the consent date never populates — the cause is usually the shape of the file rather than the consent itself. An extra borrower pair, a swapped borrower, or a second file for the same people will all produce it.
Check this first
Open People on the loan and look at the borrower pairs in Encompass. An extra, empty or duplicated pair stops consents syncing even though they are sitting in the file. Remove the extra pair and the consents line up on their own.
Things that re-trigger a consent already given
- Swapping B1 and B2, or deleting a borrower, after consent was captured.
- Changing a borrower's email address after the invite went out — the consent does not follow the new address. Invite the new address.
- A borrower starting a second application from inside their own portal link. This can wipe the consent on the original file.
- A non-purchasing spouse or title holder listed as the co-borrower when they should not be.
When the invite has aged out
Invites and unfinished drafts auto-purge after 30 days. A co-borrower invited months ago is not stuck — they have vanished entirely, which is why nothing shows against them and there is nothing to resend. They have to be put back on the file, and there are two routes:
- Key the co-borrower in manually in Encompass.
- Have the back-end team remove them from the POS, clear the co-borrower slot completely in Encompass, then re-invite. This route only works if nothing at all remains in the Encompass co-borrower slot.
Duplicate files for the same borrower
You can delete the file you are not using: Pipeline → three dots → delete. Download any documents you need off that file first. See article 12, deleting a loan from the pos, for the full path and what deletion does and does not touch.
Consent and credit authorisation cannot be moved or copied between files by anyone, including support — see article 76, checking and resyncing e-consent on the people page. The borrower consents again on the file you keep.
What support will ask for
Both loan numbers, which borrower, and confirmation that nobody has the file open in Encompass.