A signing package authenticates the borrower against the data that was on the file when the package went out. Change that data afterwards and the borrower will be turned away at the e-consent step — usually with an authentication failure, or with the last four digits of their Social Security number being rejected as wrong.
The rule
If you correct identifying data after disclosures have been issued, re-issue the package. This applies to a corrected Social Security number and to a changed email address. The existing package does not update itself and does not follow the borrower to a new account.
For an email change the full sequence is: correct the address, send the borrower a registration invite, have them create the account and complete e-consent, then re-disclose to the new address. Skipping the last step is the most common reason the borrower logs in to a working account and finds nothing waiting.
Before you ask for an address change, send a test email to the new address and confirm it arrives. A single mistyped character here costs a day.
Three incorrect PIN attempts
The document provider locks the borrower out after three failed PIN entries on e-consent. Nobody can unlock it — not your administrators and not POS support. The only remedy is to re-issue the disclosures, which generates a fresh package and a fresh PIN.
Worth settling in advance: make sure someone on your team has the permission to re-issue disclosures. These get stuck when the person holding the ticket cannot do it and has to find someone who can.
Before you re-issue
Check whether the borrower actually failed the PIN, or whether they simply have not opened E-Sign Documents and accepted the consent yet. Documents do not appear until that consent is accepted.