A borrower's application is slow or timed out

If a borrower says the application was slow, or it timed out, the application's event log shows where it stalled.

Symptom: The borrower reports the application stalled, repeated a screen or timed out.

To find where the application was stalled

1. In the Action Center, search for the borrower by name.
2. Open the application and scroll down to view Events. Each step in the application process is an event line in this area.
3. Compare the timestamps between event steps. A long gap shows where the borrower stalled.

The borrower's internet connection

A slow or dropped connection at the borrower's end is a common cause. Ask them to try again on a more stable connection if they agree this may be the issue.

The borrower needs to get back to the application

Ask the borrower to return to the loan site and click Login (do not ask the borrower to click the button to start a new application). Any open application appears will appear to the borrower once they log in. They can continue the application process where they left off.

Note: If you can't find a cause, open a ticket with Autobooks (FISuccess@autobooks.co) and include the borrower's name and the time of the problem.