Description:
When sending a letter through the mobile app to a borrower, it is defaulting to the loan officer's personal email instead of work email or from nCino Mortgage.
Steps to resolve:
This phenomena happens because of how iPhones handle emails. The following steps will fix this.
Mobile:
- On the iOS device, navigate to Settings > Apps>Mail Accounts
- Select Add Account.
- Select choose from list and select the email provider needed.
- Now go back to your mail apps list (step 2), select the work email just added, and activate via the toggle.
Solution:
Once this is updated, you should now be able to send the letters from the app via your work email.
For admins, we do have a feature that would send the letters through our system completely like it does on the web. If you would like to turn this setting on, please submit a request through the support form.
Additional resources:
Created: 11/28/23 Last Updated: 02/19/26