---
title: "Borrower signed in but nothing to sign"
slug: "84-borrower-signed-in-but-nothing-to-sign"
updated: 2026-11-02T18:44:10Z
published: 2026-11-02T18:26:02Z
canonical: "docs.thebigpos.com/84-borrower-signed-in-but-nothing-to-sign"
---

> ## 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.

# Borrower signed in but nothing to sign

The borrower reaches their portal, but the dashboard is empty, E-Sign Documents reads "no loans in progress", or the screen says "all caught up" when nothing has been signed. Support works through the same three checks in order, and the first two are yours to make.

## 1. Check the Diagnostics tab in Encompass

Open the file in Encompass, go to **BPOS Dashboard → Diagnostics**, confirm the POS check box is selected and the Site ID is correct for the site the borrower signs in to, then save the file.

A wrong or missing Site ID is the most common cause of an empty portal, and it can revert on files that came from an earlier system — so check it again even if you corrected it before.

## 2. Check Consumer Connect Admin for stale entries

In Consumer Connect Admin, look up the borrower's email address and **unlink any stale or duplicate entries**. A duplicate left behind by an earlier invite, a removed co-borrower or a file that moved between signing methods will keep the view empty, or show loans that do not belong there.

Open Consumer Connect Admin, pick the BPOS site at the top, find the borrower, and unlink what should not be there. Support cannot do this — it needs an Encompass admin at your own company.

## 3. Ask what changed after disclosures went out

If anything on the file was edited after disclosures were issued, the disclosures have to be re-issued. The package is still authenticating against the earlier data.

## Two things that look like this and are not

A borrower with more than one file may simply be opening the wrong one — check the loan number on screen. And a borrower with two portal accounts sees nothing on the one they signed in to; that is article 74.