Description:
We've refreshed the mobile borrower onboarding experience — the account creation and sign-in flow borrowers see on your app. The update focuses on a cleaner design and more familiar, everyday language, making it easier for borrowers to get set up without confusion or extra support requests.
What's Changed:
Sign In
The sign-in screen now uses more standard, familiar wording — such as "Register" and "Forgot your password?" — in place of the previous terminology.
Account Registration
The account creation screen has an updated look and flow to make registration quicker and more intuitive.
Terms & Conditions
The Terms & Conditions step has been consolidated onto a single screen, which now also collects the borrower's authorization to share information with third parties (used for partner offerings such as homeowners insurance).
Selecting a Loan Officer
When a borrower needs to select their loan officer, they now go straight to the loan officer selection screen. The previous extra step asking "Are you already working with a loan officer?" has been removed to simplify the process. The logic for when this screen appears has not changed.
Accepted Characters in Borrower Names
Borrower name fields now accept a wider range of characters, including accented and international letters. Accepted characters include:
- Standard letters (A–Z, a–z) and numbers (0–9)
- Apostrophes (
'and’), hyphens, periods, ampersands, and spaces - Accented and diacritical characters, such as
áéíóúý,àèìòù,âêîôû,ñõ,äëïöüÿ, andç
Account Lockout After Failed Sign-In Attempts
To improve account security, a borrower's account is now automatically disabled after 5 incorrect password attempts in a row. Previously, borrowers could keep retrying indefinitely.
If a borrower is locked out, an admin at your organization can re-enable their account by going to Users > Borrowers > (three-dot menu) > Enable Borrower.
Frequently Asked Questions:
Is the new onboarding flow available in Spanish?
Yes. Unlike the web experience, the mobile app follows the device's language setting and can't be toggled between English and Spanish from within the app itself.
Can we customize the text on the onboarding screens?
Yes, customized text is supported where applicable. Reach out to your Customer Success contact for details on what can be customized for your organization.
Are any borrower notifications changing as part of this update?
No. This update is limited to the onboarding screens themselves.
Will the screens match our branding?
Yes, colors will match the branding used on your landing page.
Can this be enabled for only some loan officers?
Yes, it can be turned on at the region, branch, or individual loan officer level.
Is this update required?
Yes, all lenders will eventually be required to move to the new mobile onboarding flow.
Published: 07/31/2026 Last Update: 07/31/2026