A file that was started in Consumer Connect and later switched to POSF will often show POSF correctly on the loan while the borrower still sees nothing under E-Sign Documents, or hits an error when they click to sign. The file is fine. What is left behind is the old Consumer Connect association.
How to recognise it
First rule out the two neighbouring cases: if the borrower is reaching the wrong brand's sign-in page, that is article 27, signing on the wrong site; if the file shows "no loans in progress", check the Site ID first per article 42, wrong Site ID on the loan file. This article is for when the brand and the Site ID are both right and the file came from Consumer Connect.
- The loan shows POSF in the header, but the borrower's e-sign area is empty or errors.
- The documents are confirmed present on your side.
- The file predates your move to POSF, or was converted rather than created new.
The fix
The Consumer Connect link has to be broken for the file. This is done in Consumer Connect Admin: find the file, then unlink the Consumer Connect association.
Two details that cost people a second round trip:
- Unlink for every borrower on the file. Doing the primary borrower only leaves the co-borrower stuck in the same place.
- Check for linked loans. Where there is a piggyback first and second, each file has its own association and each has to be unlinked. A borrower will still be blocked if only one of the pair was done.
Once unlinked, have the borrower sign in again and open E-Sign Documents.
Who does this
Consumer Connect Admin is your own environment, so this is work for your Encompass or Consumer Connect administrator rather than for POS support. Support can confirm what the borrower is seeing and tell you whether the association is the cause, but cannot clear it for you.
Note that switching a loan's signing method does not unlink the borrower by itself — the unlink is always a separate step.