You get the completed a loan application email, but nothing arrives in Encompass and nothing appears in the loan queue. The application is not lost. The push to Encompass was rejected, and the record stayed behind in the POS as a draft.
If there was no completed email at all, or the borrower simply never finished, that is article 32, an application started but never arrived, not this one.
The quickest check
Look at the notification email for a loan number. If there is no loan number in it, treat the loan as not delivered. A loan number is only assigned when the push succeeds, so its absence is the reliable signal.
Then look in your own site under Pipeline for incomplete and draft applications. Only the loan officer can see their incomplete loans, so if you are an LOA or processor you will need the assigned loan officer to look, or ask support.
Re-pushing it
The application can be pushed again, by you or by support, and no borrower data is lost. Two things to check before you push:
- A borrower may have more than one draft. Pushing a later, sparser draft creates a brand new, nearly empty Encompass file instead of the real one. Confirm the draft you are pushing is the one with the full application in it.
- Documents the borrower uploaded do not follow a re-push into a newly created loan. If documents were already attached, ask support to move them across.
Related states worth knowing
A draft marked deleted on a file in this state is the residue of the rejected push, not a borrower dismissal — a borrower-dismissed draft belongs to article 32. Support can restore and re-push it. A started email, as opposed to a completed one, only means a draft was created — if the borrower abandoned it, nothing will ever reach your pipeline.