---
title: "Phone numbers and text notifications in the borrower portal"
slug: "95-phone-numbers-and-text-notifications"
updated: 2026-11-07T03:16:40Z
published: 2026-11-07T03:16:40Z
canonical: "docs.thebigpos.com/95-phone-numbers-and-text-notifications"
---

> ## 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.

# Phone numbers and text notifications in the borrower portal

Text messages from BIG POS — verification codes at sign-in, and task alerts — go to the phone number on the user's own portal profile. That is not the number held in Encompass, and updating Encompass does not change it.

## Updating a borrower's number

The borrower updates it themselves: sign in to the portal, open the **My Profile** tile, and change the number there. If you have corrected a number in Encompass ahead of issuing disclosures and want codes to reach the new one, the borrower still has to make that change in their profile. Checking this before disclosures go out avoids a borrower who cannot receive a sign-in code at the moment they need it.

## Turning text notifications off

Any user — borrower, LO, LOA — can turn SMS off under **My Profile**. It is all or nothing: it switches off every text notification for that user, and individual alerts cannot be turned off separately while SMS is on. Email notifications are unaffected.

## A borrower with no mobile phone

A borrower without a mobile, or one who would rather not be contacted electronically at all, can switch notifications off in their own profile. If they cannot reach the portal to do it, support can turn notifications off on the account — send the loan number and the borrower's email address.

## Verification codes are not a notification

Turning SMS notifications off does not remove the verification code at sign-in, which is part of signing in rather than a notification. If codes are not arriving at all, that is a different problem — see "Verification code not received".