Description:
As nCino Mortgage builds out our capability for multi-borrowers, several changes are needed to how borrowers are matched from the LOS into nCino Mortgage and the ability to sync when changes are made to the borrower (loan position, names, emails). During this ongoing development, cases occur where the systems do not properly match. The Consolidation Tool was built to correct these cases.
Consolidation tool:
This tool should ONLY be used if they actually represent the same person. There are a lot of potential negative side effects of merging borrowers, including possibly sharing PII to people that should not have it. All loan docs and consent records are moved to the remaining account, so merging incorrectly could mark a borrower as having consented when they have not or give them access to sensitive financial information without proper authorization.
When to use the Consolidation Tool:
- If there are issues with econsent, accessing tasks, or multiple loans, consider looking at borrower information and see if the Consolidation Tool may be needed.
- A common error seen is the "non title econsent" error.
Steps to Resolve:
- From the Member's Tab on the loan page you will see an "archived loan borrower."
- Select "merge borrower" from the archived user.
- Select the correct account and merge (consolidate).
- There is now just 1 correctly linked borrower for that email/name.
Solution:
Once the two accounts are merged, any documents or tasks that were completed under the old account will now show under the linked account. This will also resolve the non-title eConsent error shown above. If merging users did not resolve the task issue that you are seeing, it is possible that it is caused by something else. If this is the case, please reach out to support for more assistance via the support form.
Additional resources:
Published: 03/03/2025 Last Update: 09/15/2026