Loan Application Support

Common Issues
Forgotten/Incorrect Password: Please use the “Reset Password” link below the login form. If password reset email is not recieved, verify email address spelling and check spam folder.

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

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

Common Issues
‘Resume Application’ button: When logged into the loan application system dashboard, the button is in the list of applications, to the right of the ‘Last Saved Date’. Please locate and click the button now, describe any errors that take place in the next step.

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

Loading Incorrect Application: If being taken to the wrong application, this hints that there is a bug and we will need to investigate. Complete this form and you will be notified when this has been resolved.

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 arriving at the review page. Users 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: Check for any error messages on the page and any fields highlighted in red. If on the Personal Finances page, its possible the signature didn’t meet the complexity threshold that helps ensure a valid signature. Make sure there is a green check in the upper right hand corner of the signature field when signing try again.

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