Description:
User is trying to request a NexusPay payment and receiving an error that says (422) Unprocessable Entity or Object Reference error. The error from within the nCino task may call out "no template".
Steps to resolve:
This error occurs for 2 possible reasons:
- When there is not a primary borrower linked to the loan file.
- When "intent to proceed" is required but not yet completed.
- When a payment is being requested on someone that is not linked to the loan
Note: NexusPay requests can only be sent to a linked user in the primary borrower pair, assuming that they have a unique email or share an email with the primary borrower. They have to have a linked app user account no matter what.
Web:
- Go to the loan file in nCino Mortgage.
- Link the primary borrower.
- Check if "ITP" is complete on the loan by looking for the document in a disclosure package.
- Support can confirm if "intent to proceed" is required (internal setting below)
Solution:
Once a primary borrower is linked to the file, and if "ITP" is completed based on requirements, NexusPay requests should work from both the task option within nCino Mortgage, as well as from with the plugin.
Additional resources:
- Borrower Payments
- Payment Templates
- How To Link And Unlink Accounts From Loan Files On Web
- To troubleshoot issues with payment requests-Merchant Technical Support: Reinstalls, processing issues or otherwise broken, existing merchant hardware orders, tracking info and incomplete shipments 800-774-6462 Option 2 support@openedgepay.com
- For refund issues and fee questions-
Client Care: Billing, credit, funding and fee questions/issues 800-774-6462 Option 3 customerservice@openedgepay.com M-F 6:00 AM - 6:00 PM MST