A borrower signs in successfully and sees no applications, no active loans, or Loan Not Found, while the People tab shows their account as active. More often than not there are two portal accounts for that person, and the loan is attached to the one they are not signing in to.
Why it happens
The portal identifies a borrower by their exact email address. Two addresses that reach the same inbox are still two separate accounts here:
- Addresses that differ only by a dot or a small spelling variation. Some mail providers deliver both to the same mailbox, so the borrower never notices.
- An address corrected on the loan after the borrower had already registered under the old one.
- A borrower who registered once from an invite and again from a link somewhere else.
Browser autofill then signs them in to whichever one it remembers.
For the underlying rule about addresses being unique and exact, see article 35, borrower email must be unique and exact. If the borrower has no account at all rather than two, see article 33, borrower has no POS account yet.
What to check
- Open the People page and note the exact email address the loan is attached to.
- Look for a second, near-identical account for the same person.
- Send the borrower that exact address, and ask them to sign out fully, type the address rather than letting autofill fill it, and sign in again.
- Confirm they are on the correct site URL for your brand while you are at it.
Signing out and back in with the right address resolves most of these without any change to the file.
If the addresses need consolidating
Ask support to correct the address of record and remove the surplus account. Be aware that changing a borrower's email after disclosures have been issued usually means re-issuing them.