---
title: "Application stuck because the loan officer is not licensed in the state"
slug: "97-application-stuck-because-the-loan-officer-is-not-licensed-in-the-state"
updated: 2026-11-14T03:22:33Z
published: 2026-11-14T03:22:33Z
canonical: "docs.thebigpos.com/97-application-stuck-because-the-loan-officer-is-not-licensed-in-the-state"
---

> ## 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.

# Application stuck because the loan officer is not licensed in the state

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](https://docs.thebigpos.com/docs/en/06-applications-assigned-to-wrong-lo). For a file that is in Encompass but missing from the POS, see [Loan not visible in the POS](https://docs.thebigpos.com/docs/en/55-loan-not-visible-in-the-pos).