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Borrower unable to see disclosure task

Updated

Description:

Occasionally, a disclosure package will not show on the borrower's task list in the nCino Mortgage system. The following are some things that you can check to see why that might be the cause, such as the having the incorrect email or missing eConsent.

Steps to resolve:

Check various things, such as eConsent, emails, etc. on the disclosure package to be sure that the package was sent correctly.

Web:

  • Confirm borrower email on Disclosure Package matches email on the loan file and the borrower's App User account.
    1. Open Package Details page or Esign Document task.
    2. Check Loan Members tasks section or Tasks tab of Package Details page. If 'Borrower account not found' tag is present, the borrower may not have created an App User account yet or their App User account is under a different email then the email on the Disclosure Package.
    3. Go to Contacts, App Users and check the email on the borrower's App User account. 
    4. If emails do not match, either update email on App User account or the loan file to reflect the correct email address. If the loan file is updated, you may need a company admin to reset or retract the package to get the email address to update on the package. 
  • Check that borrower has accepted eConsent on the loan file.
    1. Open Package Details page for the disclosure or eSign Document task.
    2. On Overview page, check 'Loan member tasks' section to see if the 'Missing eConsent' tag is showing.
    3. If borrower has accepted eConsent previously, double check that they have accepted eConsent under the same email and name as what shows on the Disclosure Package and that they did not accidentally reject the eConsent. This can be done from your LOS or checking the eConsent document on the Documents tab of the loan file. 
    4. If necessary, request a new eConsent task as you normally would.

Solution:

Using the Package Details page, loan file and App Users page can help identify why the borrower cannot see or access an eSign task. Finding and fixing the cause of the disconnect allows the borrower to see and complete these tasks.

Additional resources:

  1. Package Details
  2. Resetting a Disclosure Package
  3. Retracting a Disclosure Package
  4. Deactivating/Deleting Disclosure Package Tasks
  5. Edit App User

Published: 03/04/2025                                            Last Update: 

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