Contract not showing in the Customer Portal
The Customer Portal is intended to provide borrowers and lessees (and their designated representatives) access to information and actions related to their leases and loans.
If a Customer Portal user reports that they cannot see one or more contracts they are expecting to see, use the following list to troubleshoot:
- Is the Contract Booked? - Only booked contracts appear in the Customer Portal. If the contract is Booked and Terminated, have the lessee/borrower check if the contract is found in the "Closed" contracts area.
- Does the Contract have the correct Private Label? - only contracts with a Private Label that is mapped to the given borrower-facing site will appear in that given site.
- Are the correct Customer Accounts associated to the Portal user? - The user must have the servicing system (ASPIRE, for example) account that is a Customer on the contract linked to their Portal user account. Check to make sure the account has been appropriately linked and that a duplicate or similar account hasn't been selected.
- Has the user waited long enough? - If the user was added within the last few minutes or the deal was booked within the last few minutes, data syncing may still be running. Wait a few minutes then have the user try again.
- Has data been restored to the connected servicing system database? - If the servicing system database has had a data restore, it can cause problems with the syncing process. Contact LTi support to resolve the syncing issue.
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