---
title: "Checking and resyncing e-consent on the people page"
slug: "76-checking-and-resyncing-e-consent-on-the-people-page"
updated: 2026-11-02T18:44:05Z
published: 2026-11-02T18:32:17Z
canonical: "docs.thebigpos.com/76-checking-and-resyncing-e-consent-on-the-people-page"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.thebigpos.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Checking and resyncing e-consent on the people page

Most "the borrower e-consented but it is not showing" tickets can be answered from the loan's own **People** page before anyone escalates.

## Check consent per borrower

On the **People** page, click the **three dots** next to a borrower to see their consent status. Check each borrower separately — a co-borrower's consent is independent of the primary's, and one having consented tells you nothing about the other.

If the borrower insists they consented and the file disagrees, ask which loan they were looking at. Where a borrower has two files, consent accepted on one does not carry to the other. Have them sign in again and open the correct file, identifying it by the loan amount.

## Resync consents

The People page also offers a **resync** for consents. Two things have to be true for it to work:

- **The Encompass loan must be free.** Everyone has to be out of the file, including you. A great many "sync did not work" reports resolve with nothing more than exiting the file and trying again.
- The consent has to exist somewhere to sync. Resync does not create a consent the borrower never gave.

Resync will also regenerate the e-consent and credit authorisation documents when the consent is recorded but the documents are missing from the eFolder.

If the resync option is not available to you, raise it rather than assuming the resync ran and failed. Support describes it as available to loan officer, LOA, admin and processor roles, but a client admin has reported the in-portal resync returning "I don't have permission".

## What resync cannot do

**E-consent does not carry from one Encompass file to another.** This article is the canonical statement of that rule. It is a limitation of the loan origination system, not a setting. When applications are merged or a borrower is moved off a duplicate file, expect the consent to be missing on the surviving file and have the borrower sign in and accept it again there.

For reading what a consent state in the POS actually means, see article 04, econsent not reflected. For the separate consent the document provider collects before it will show a package, see article 56, asked to consent twice before signing.