The borrower signs in, opens the package, and there is no option to e-sign. Instead the portal asks them to review the documents and upload them back. Nothing is broken — the package was issued as wet sign only.
How to recognise it
In the borrower's portal the e-sign step is simply absent. They are prompted to review and upload rather than to sign, and resending the invite or re-consenting changes nothing. If a borrower has two packages on the file and can sign one but not the other, compare them — it is common for a second lien or a later package to have been issued differently from the first.
Where the setting comes from
Wet sign only is chosen at the point disclosures are issued, in Encompass. It is not a borrower setting, a portal setting or a site setting, and an issued package cannot be switched from wet sign to e-sign after the fact.
How to fix it
The package has to be re-issued as e-sign. Whoever issues disclosures for your company does this. It is worth asking them why the original went out as wet sign, because it is usually a template or a rule rather than a one-off choice, and it will otherwise keep happening.
Before you contact support
Support can confirm what the borrower is actually being shown, which settles whether this is a wet-sign package or a genuine signing failure. Send the loan number and the borrower's email address. If it turns out to be wet sign only, the next step is internal to your company rather than a support ticket.