A borrower completes an application and it never reaches the loan officer's pipeline — or looks as though it never reached Encompass at all. It reads like a sync failure. Often it is not one: the property is in a state the named loan officer is not licensed in, so the application cannot be assigned to anybody and stops.
What it looks like
The application sits in the loan queue flagged as a not-allowed state, or it lands in the Admin or catch-all bucket where nobody is watching for it. Nothing errors and nobody is told, so the first sign is usually the borrower asking what happened to their application.
Check this first
Whether the loan officer on the file is licensed, in Encompass, for the subject property's state. Check that the states are attached to that Encompass user, not only to the company — a licence held at company level does not place the file.
The fix that stops it recurring
Nominate a catch-all Encompass account for submissions that cannot be assigned. It can be any account, including your admin account or a dummy originator account created for the purpose, and it needs exactly two things:
- All states enabled.
- A loan officer persona added.
Without one, an unassignable application has nowhere to go and simply waits.
What support can and cannot do
Support can reassign an existing file to a different loan officer, which unsticks the one in front of you. Support cannot change a property address and has no part in licensing — both belong to your own Encompass administrator and licensing team.
For an application that reaches the wrong loan officer rather than none at all, see Applications assigned to wrong LO. For a file that is in Encompass but missing from the POS, see Loan not visible in the POS.