The loan is in Encompass but will not appear in the POS. It is missing from your pipeline, you get a "Loan Unavailable" error when you try to add it, or the borrower can see one of their loans but not the other. In most cases the cause is a single checkbox on the Encompass file, and you can check and fix it yourself.
Check this first — the Big POS enablement flag
Open the file in Encompass and go to Forms → BIG POS Dashboard → Diagnostics. Confirm the Big POS enablement checkbox — the POS flag — is ticked. If it is marked, the file should appear on the web. If it is not, tick it and save the file. The loan appears in the POS shortly afterwards. Exit the file when you are done so nothing sits waiting in the sync queue.
This is the single most useful self-check in the product, and it answers most "where is my loan" questions before a ticket is raised.
The flag fails quietly. An unticked flag produces no error and no warning: the file simply drops out of the loan officer's pipeline and out of the borrower's loan list. Re-ticking it restores the file.
What the flag controls
It decides whether the file exists in the POS at all: your pipeline, the borrower's loan list, and any package they are meant to sign. If a borrower has two loans and can only see one, check the flag on the file they cannot see rather than the one they can. A disclosure that shows as sent in disclosure tracking but never appears in the portal is the same symptom.
Applications taken manually in Encompass
A file you keyed in yourself in Encompass can be brought into the POS and viewed before the borrower has accepted e-consent — e-consent is not what makes the loan visible, the flag is. Set the flag, save, and the file appears. You can then invite the borrower from the People tab in the ordinary way.
Restoring a loan deleted from the POS
Deleting a loan from the POS clears this flag. Ticking it again and saving brings the file back, often into Incomplete Applications first. See Deleting a loan from the POS.
Hiding a loan the borrower should not see
The same switch works in reverse. Unticking it on a closed or duplicate file removes that loan from the borrower's portal. Unlinking the borrower elsewhere does not do this on its own.
Allow a little time, and refresh. Removing a file in Encompass can take a few minutes to clear the POS because of server-side caching; the refresh icon next to Loan Applications forces the list to re-read rather than waiting.
A web loan that looks missing from Encompass
If the loan started on the web and appears to be missing from Encompass altogether, it is usually sitting in the Admin or catch-all bucket, waiting on assignment because no originator licensed in the subject property's state matched. See Seeing another loan officer's files in your pipeline. If it never reached Encompass at all, see Applications assigned to wrong LO.
What support will ask for
The loan number and whether the flag is ticked. If it is ticked and the loan is still missing, check the Site ID — see Wrong Site ID on the loan file.