A borrower registered with the wrong email address

If a borrower registered with the wrong email address, you can change the address in the management portal so they don't have to start over. The change moves their account and application to the new address.

Symptom: The borrower never got their emails, or wants to use a different address than the one they registered with.

To change a borrower email address

1. In the management portal menu, click the magnifying glass icon to open the Research Tool. If you don't see the Research Tool in your menu, ask your portal administrator to check your permissions.
2. Search by the borrower's name, their original email address, or both.
3. Next to the email address, click the pencil icon.
4. The edit box shows the borrower's name, current email address, and how many applications are attached to the original address.
5. Enter the new email address.
6. Click Confirm to change the address.

A green banner at the top of the Research screen confirms the change. Search for the new address to confirm the application is now attached to it.

What you confirm

• The new address has no existing borrower account: Confirm the change. This is the most common case, as your borrower is usually blocked from completing loan applications until their email address is verified.
• The new address already has a borrower account: The portal asks you to confirm moving the applications from the original address to that account.

Note: Before you move applications to an existing account, make sure both accounts belong to the same person. If the new address belongs to someone else, don't confirm.