Loan Application Support

Loan Application Support Ticket
Customer’s Name
Customer's Name
First
Last
Common Issues
Forgotten/Incorrect Password: Have customer click the “Reset Password” link below the login form. If they do not receive password reset email, have them verify email address spelling and check their spam folders.

Forgotten Email Address: We can look this up using their name and company name, and possibly phone number. Please provide any extra details that could help identify them on the next page.

Please continue if the troubleshooting tips didn’t work or do not apply.
Common Issues
Overlooks the ‘Resume Application’ button: When the customer has logged into the loan application system dashboard, the button is in the list of applications, to the right of the ‘Last Saved Date’. Have them test the button while you are talking with them and describe to you any errors that take place.

Application didn’t start automatically: Sometimes this happens. Best course of action is to continue with this form and App Studios will set up the application in their account manually.

Loading Incorrect Application: If they are being taken to the wrong application, this hints that there is a bug and App Studios will need to investigate. Have customer hold off until patch is implemented.

Please continue if the troubleshooting tips didn’t work or do not apply.
Common Issues
Stops at review page: The application is not submitted when they get to the review page. They must scroll to the bottom and click the Submit to ACE button, or submit the loan fee payment which will then automatically submit the application to ACE.

Submit button greyed out/unclickable: Have the customer check for any errors messages on the page and any fields highlighted in red. If they are on the Personal Finances page, it could be that their signature didn’t meet the complexity threshold that helps ensure a valid signature. Have them make sure there is a green check in the upper right hand corner of the signature field when they try again.

Please continue if the troubleshooting tips didn’t work or do not apply.