This short FAQ covers the most common questions about the borrower experience in the
Borrower Portal, or POS (Point of Sale) system.
The borrower hasn't received the verification email
If the borrower is not receiving the verification email upon creating their account, they should first check their spam folder as some email providers incorrectly flag some system-generated emails as spam.
One possibility is that the borrower misspelled their email address (this happens way more often than you would think). Ask them to try creating their account again, double checking to make sure they are entering their email correctly.
Another thing that can cause this is your email integration being disconnected. Go to your User Settings > Email / SMS Config and confirm that your integrated email account is connected properly. If it shows "Not Connected", click the Re-Connect button.
You can also bypass the verification email entirely by manually creating the loan file, and then inviting the borrower to it via the Invite Borrower link in the upper left corner of the loan file. You can choose between a Full Application invite (which will prompt the borrower to complete the 1003) or a Document Only invite which bypasses the 1003 info and takes the borrower to their Task List where they respond to Client Needs.
The borrower cannot log in, getting "Unauthorized Access" or other errors
This typically results from the wrong URL being used, or cached browser data confusing the system.
Direct the borrower to clear their browser cache and cookies, making sure to set the time period to Lifetime or All Time, then close out of all open browser windows, before opening a new window and logging in again.
They should also try logging in directly through your main company POS URL, which ends in my1003app.com.
If the primary LO on the loan file is changed, links in emails sent to the borrower under the previous LO will no longer function properly.
Other login troubleshooting steps:
- Make sure web browser is fully updated to latest version
- Make sure device operating system is fully updated to latest version
- Use an incognito / private browsing window
- Use Google Chrome
Borrower is getting a message that says "Please contact your loan officer"
This is triggered by an automation rule configured by your Company Admin. In most cases, this is caused by one of the following:
- Your state license for the borrower's selected state being missing, expired, or not authorized to conduct business.
- You can correct this via your User Settings > Licenses. If you do not have the ability to add or edit your own licenses, reach out to your Company Admin. For more info, see our support article Entering Individual State Licenses.
- Missing subject property state, if you have disabled the Property Address field in your POS App Config or if the borrower has not selected a choice in the "Where are you in the purchase process?" dropdown.
If you have confirmed that neither of these are the case, please reach out to your Company Admin directly for assistance.
Can I reset a borrower's password for them?
You can send the borrower a password reset email by opening your POS URL in a new Incognito window, clicking Forgot Password, and entering the borrower's email address and clicking Send Reset Password Link.
How do I send a borrower their invite link?
Hover over the Invite Borrower option under the borrower name in the top left of your loan file,
then select + Invite Borrower, a window will open for you to select the borrower(s) and the
invitation type, Full Application or Document Only.
I added a co-borrower to a loan file, but when they log in they cannot fill out the application.
Once the primary borrower has submitted the application (by clicking the Submit Application button at the end of the application), they can no longer access or make changes to the 1003 info through the Borrower Portal, and neither can a linked co-borrower.
How do I stop my borrower from creating new loans?
To prevent borrowers from accidentally creating duplicate loan applications, ensure they first
create their credentials using the Invitation link before opening any other links.
Does ARIVE have marketing features to co-brand with partners?
Yes! You can generate a co-branded link for your partners such as agents, builders, and more.
To do this, go to Contacts > Business Contacts, then select the individual partner. Click the
"Associate Loan Officers" button in the top right. Once saved, a co-branded link will be
generated. For more info, see our support article Create Co-Branded Application Link.
Why was this borrower able to submit their application without entering their income (or assets)?
Even if you have "Must complete all the required fields" enabled in your POS App Config, the borrower can still progress past the Income page of the application without entering employment info or other income. Essentially, the borrower is telling you "I have no income or employment history", and in doing so they are completing the Income section. The same is true for the Assets section.