Description:
The purpose of this article is to explain what the Loan Sync Blocked automated email means in regard to API updates being blocked from going through.
If the Encompass API user is unable to access a file to pull in updates or documents pushed via API for 24 hours, users may receive an email to let them know that the file needs to be empty of all users and other bots for at least 30 minutes so the API can run through its' tasks and pull in data.
The email will appear like this:
nCino Mortgage Encompass API will next attempt on a 30-minute cadence for 7 more calendar days before giving up on importing information.
Steps to resolve:
- To resolve the issue in the email please ensure the loan is unlocked, meaning no users or BOT users are in the file for AT LEAST 30 minutes. The User ID that is called out is the last user we show was in the file blocking the API from pulling in updates.
- If the user believes they should not be receiving this email because the company does not use auto import, ensure Auto import of Loans and ANY documents (including disclosures and borrower uploads) are NOT enabled for all Regions and Branches.
- To change the receiver of the notification please reach out to support and support can adjust the internal setting.
Additional resources:
- Encompass: How to set up Auto Import Loans – nCino Mortgage Help
- How does document import work via Encompass API? – nCino Mortgage Help
Published: 11/25/2025 Last Update: 11/25/2025