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Common Ways a Borrower Might Create a New Application

Updated

Description:

This article explains how an App User (borrower) can accidentally start a new loan application on mobile and web.

Steps to resolve:

An App User (borrower) can start a new application directly through the mobile app or web portal. Starting a new application does not remove any other files or applications they are connected to.

Web:

  1. Different Email:

  • If a borrower creates an account using a different email then is on the loan file, nCino will not link them to the loan file and will prompt them to start a new loan application.
    • For example, if the email on the loan file is cherie@parker.example.  
      Loan file borrower information with name, email and phone number
    • But the borrower mistyped their email upon account creation to be cherie@parker.com ('.com' instead of '.example'). nCino would not recognize this as the same user and would NOT link the account to the loan file. 
      App User information with name, phone number and email
    • Because there is no loan file or application tied to the App User account, nCino will prompt the Borrower to start a new application.
      In Progress application that was created at account creation
    • In order to link to the correct file, you would need to update the email on either the loan file in the LOS (Loan Origination System) or the email on the App User account. *Admin or Loan Officer can update the App User email by following steps in this article: Edit App User

  1. Account Unlinked

  • If at any point the borrower's account is unlinked from the loan file, and their account is no longer tied to any loan files or applications, nCino will prompt the borrower to start a new application upon login.

Mobile:

  1. Get Started:

  • On the Mobile App, if the borrower clicks 'Get Started' they will be prompted to create a new App User account by filling out email, name, phone number and select a Loan Officer or the default Loan Officer for the Company/Region/Branch. 
    Mobile App Sign In screen, that shows two buttons 'Get Started' and 'Sign In'
  • Upon creation, if the account is not tied to a loan file or application, nCino will prompt borrower to start a new loan application.
  • Note: Even if the borrower already has an account in nCino, the Mobile App 'Get Started' button will allow them to create a new account under the same email with a different Loan Officer.

  1. Download Mobile App Directly from App Store:

  • The borrower downloads the Mobile App directly from app store without following an LO share link and goes to create an account by clicking 'Get Started'.
  • The Mobile App will prompt the borrower to create an account with the Default Loan Officer, if Company/Region/Branch is set up with a Default Loan Officer, or allow them to select a Loan Officer, instead of the LO they are working with because they did not use the share link to download the Mobile App.  
  • Upon account creation, if the borrower's account isn't tied to any loan files, nCino will prompt them to start a new loan application with the LO that they created their account with. 

Solution:

If an application or App User account needs to be removed or deleted, please contact an internal Company Admin and they can help you with this request. 

Additional resources:

  1. How a Borrower Starts a New Loan Application
  2. Borrower Account Creation
  3. Borrower Switching Between Loan Files

 

Published: 08/25/2025                                            Last Update: 

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