Description:
Occasionally borrower (or App user) accounts need to be converted to Partners. This is the only type of account conversion allowed within the system.
Steps to resolve:
The below steps show how to convert an app user to a partner.
Web:
- From the "Contacts" -> "App Users" section of the web dashboard, locate the app user account in question, and select the arrow to the left of the name to pull down their account details.
- Check that the account has no linked applications or loans.
a. If the account has an in progress application, follow the steps in this article: Deleting an In Progress Application
b. If the account is linked to a loan file, follow the process in this article to unlink them from all linked loan files: How To Link And Unlink Accounts From Loan Files On Web - If the account is clear, then select the three radial "Actions" button to the right, and from the dropdown menu, click on the "Convert App User to Partner" button.
- A popup window will then display, giving a quick confirmation message
- Once the account has converted, the dashboard window will refresh, taking you to the "Contacts" -> "Partners" page.
- It is recommend the user log out and log back into their account to see the converted action saved. If they are using the mobile app, they may need to uninstall and reinstall their app as well.
Solution:
Converting an App user to a partner may be needed if the Partner made an account by mistake, or was a previous customer. Converting requires the App user account to be free of applications and loans as well as not being associated with a borrower account with another loan officer or company. If the account is clear of loans and applications but will not convert, please reach out to support for assistance. You can also suggest that the user uses a different email for the partner account. Again, no other account types can be converted.