Loans & borrowers
Ask for a new copy
Send a document back with a reason. Your borrower uploads the new copy on the same link.
We're still recording this video
The written guide below covers everything in the meantime.
Ask for a new copy
- Open the loan.
- Next to the received document, click Request resend.
- Add a reason if it helps, for example “page 2 is blurry” or “wrong year”.
- Send it.
What your borrower sees
They get an email asking for the document again, with your reason. On their upload page the item reopens with the line “Your broker needs another copy”, followed by your reason, and they upload on the same link.
On your side the document shows Needs new copy until it arrives. The dashboard lists the loan under Needs attention while you wait.
The old copy is kept
When the new copy arrives, the old file stays in your drive, renamed “<name> (previous attempt - replaced <date>)”. Nothing is deleted.