I’m told a consumer already exists, but I can’t find them. What do I do?
This usually means an application was started but never completed; the system detects the duplicate email and won’t let you start a new one.- Check the Consumers Without Credit Application queue. Applications listed there have no completed credit application, you can return to the application in progress and finish where it left off.
- Search in the “To Do Queue”
- Search the “Quick Search” on the left hand side corner
- If the consumer isn’t in that queue and you still can’t find them, contact the Client Success Team and ask them to locate the consumer by their email.
How do I change a consumer’s email to sign their contract? How do I resend a contract for signing?
To re-send a contract for signing, in the My Queues queue, select To Do Queue and search for the applicant’s name, then select the Send Application Link button.Note: DocuSign agreements automatically expire after a set number of days depending on the document type.
What does it mean when an application is “pending,” and how is it resolved?
An application is placed in a PEND status only when it meets specific criteria that need to be cleared before it can proceed. Common reasons include a date-of-birth or SSN mismatch against the credit report, an identity-verification step, or a credit freeze. How a pend is resolved depends on the reason:- Self-service: some pends can be cleared by the consumer using Knowledge-Based Authentication (KBA) or by correcting mismatched data. For a credit freeze, the consumer is shown the credit bureau’s phone number and website and is asked to verify their birthdate and full SSN.
- UAS-assisted: other pends require the consumer to contact UAS directly to provide documentation before the pend can be removed.
Note: If a consumer recently changed their last name or address, they can enter the previous value during verification — uPortal360 uses it to locate the correct credit report while keeping the updated information on the application. Compliance-sensitive details (SSN, identity verification, fraud pends) should be handled through the standard pending-application process; see the Credit, Approval & Verification FAQ.
What happens if an application sits unsigned for too long?
If a contract waits in the Needs Signing queue for 30 days, the application will be voided and a new application will need to be submitted in order to continue and credit will be re-pulled for that application before it can proceed.Important: Applications in the To Do queue are also voided after 30 days. After that, a new contract must be created if the consumer still wants to proceed.
How does the consumer sign, and what happens after?
After a consumer is approved, they select their first payment date, choose a payment option and statement/alert preferences, and then sign their agreement. The application redirects directly into DocuSign. After signing, the contract goes active, and the consumer is presented with the access credentials they’ll use to log in to uPortal360. Signing electronically, the consumer agrees to use Electronic Records and Signatures, works through each signature tag, adopts a signature, and selects Finish. Once a contract is signed, it’s considered complete, and a PDF copy is available to download.How do I know when a consumer has signed?
When all parties have signed, everyone on the document (merchant and consumer) receives an email confirmation with a link to the signed agreement in PDF form. If the merchant does not need to sign, you can also check the consumer’s account in uPortal360 to see contract status.Note: If a consumer says they’ve signed but you haven’t received the confirmation email, contact the Client Success Team.
Related articles
- Resolving Pending Applications (guide)
- DocuSign (guide)
- Needs Signing Queue
- To Do Queue
- Delivery Confirmation Queue
- Resend Application to Consumer
- Credit, Approval & Verification FAQ
- Contracts & Modifications FAQ