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Troubleshooting borrower email verification

A borrower can't complete their loan application until they verify their email address and validate they are able to open and read PDF documents. If the borrower says the email never arrived, the verification link doesn't work, or the PDF attachment won't open, follow the below steps to get them unstuck.

Borrower says they didn't receive the email

The verification email comes from a no-reply address for your loan site, and some email providers filter or block these sender types.

First Fix: Ask your borrower to check their spam or junk folder first. If it isn't there, verify the borrower's email address and resend the email.

  1. In the management portal, click Email Delivery.
  2. Enter the borrower's email address to search for the verification email that was previously sent. Note: if you are searching by the email address your borrower just provided and no search results match, then the email address in the system is incorrect. Try searching a time period or document template instead.
  3. Click the line item to view the email copy, attachments, sent and delivered statuses.
  4. Click the resend button if the email address in the system is correct. Your borrower receives a new verification email.

Note: Click Send Manually to download the email copy and send via your internal email system if the email provider (such as Gmail) keeps blocking no-reply senders ; OR your borrower can register with a different email address.

Update a borrower email address

If the borrower email address was keyed incorrectly during application (or has changed at some point) you can update the address.

1. Go to the Research Tool.

2. Search the borrower name or last 4 digits of the SSN.

3. Once you locate the borrower record, click the edit icon next to the borrower email address.

4. Enter the new email address, then Save.

The verification link expired or does nothing

The verification link expires after a set time. If the link has expired:

  1. Resend the verification email from Email Delivery, using the steps above.
  2. In the management portal, click Email Delivery.
  3. Enter the borrower's email address to search for the verification email that was previously sent. Note: if you are searching by the email address your borrower just provided and no search results match, then the email address in the system is incorrect. Try searching a time period or document template instead.
  4. Click the line item to view the email copy, attachments, sent and delivered statuses.
  5. Click the resend button if the email address in the system is correct. Your borrower receives a new verification email.

Note: if the link is still not responding for the borrower, ask that they use a different web browser as some browsers prevent pop-ups or tabs.

 

The borrower can't open the PDF attachment

The verification email includes a PDF attachment that the borrower must open. The PDF contains the verification link, so this step can't be skipped. This step also proves the borrower can open/read PDF loan documents they will sign as part of the application process.

  1. If the borrower is using a mobile device, ask them to access the verification email from a tablet, laptop or desktop.
  2. If the PDF still won't open, instruct the borrower to install a free PDF reader to their device. One such reader is found at: http://get.adobe.com/reader.

To check whether a borrower has verified their email, open their record in the Action Center. A green envelope icon next to the borrower email address means the email address is verified.

Note: If your borrower registered with the wrong address, see A borrower registered with the wrong email address.