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Can’t edit the application or loan file? (troubleshooting)

Why is it that we can’t complete the application? It’s a read-only version of the application. Why is it that we can’t make changes to the loan file?

If you or your borrower can't fill out an application link, or you can't change a loan file, the file's Primary File Status has usually moved to a stage where that person isn't allowed to edit.

This protects files once they reach a certain stage. For example, once a file is in "Underwriting", you usually don't want anyone changing it.

How status controls who can edit

A Manager sets this in Settings > Platform Settings > File Status. The grid's "Which users can edit loan level fields?" columns (BACKOFFICE, BRANCH, LOAN OFFICER, BROKER, BORROWER) show who can edit at each status: a green check means they can, a red X means they can't. Each status's pencil opens its edit window. Status names vary by account and file type.

Primary File Status

In the example above:

  • In "Underwriting", the branch, loan officer, broker and borrower can't edit. Only back office users can.
  • Moving the file back to "Processing" lets the branch, loan officer and broker edit again, but not the borrower.
  • The borrower can only edit in "Lead", "Application Started" and "Completed App".

When the borrower can't edit their application

This often shows up when you email a borrower their application link and it opens locked, like this:

Here the file is in "Processing", and the borrower can't edit in that status.

Change the Primary File Status

Open the loan file, go to the Admin tab (or Admin Info at the top of Quick App or Full App), pick the new status and click Save. This walkthrough shows the steps:

Other things that can stop edits

  • Loan Status Hard Stop Rules can block a file from moving into a status until its requirements are met. The Status / Sub-Status icon in the file header lists what's missing.
  • Lock Loan File on the Loan Info tab makes Loan Info read-only for users without the lock permission.

To learn more about how Primary File Statuses work, see the File Status Tab article.

Loan Terms or Subject Property Details missing from the application

These sections depend on the answer to "Where are you in the process?". They show for Identified a Property, Have Property Under Contract and I Own The Property/Land (and while the question is still blank). They're hidden for Looking for General Info and Actively Looking For Property. If they're still missing, check that the fields are turned on in Settings > Platform Settings > Form Fields.