Issue Description

Escrow agents may encounter an error message when attempting to upload signed documents to the portal.

Root Cause

This error occurs when the escrow agent is using a Consumer Connect account link that is already tied to a different account. This can happen due to:

• Using the wrong portal link
• Logging in with incorrect user credentials
• Having multiple accounts and using the wrong one

Resolution Steps

1. Verify the correct portal link

   • Ensure you are using the portal link from the correct email
   • Do not use links from previous or different transactions

2. Confirm login credentials

   • Use the correct username associated with your escrow company
   • Verify you are logging in with the same user ID that was originally set up

3. Check account setup

   • Contact support if you have multiple accounts to confirm which one should be used
   • Ensure the username matches your escrow company's designated account

Key Points

• Always use the portal link from the same email where the invitation was sent
• Log in with the same user ID that was initially configured
• If you have multiple accounts, verify which one is associated with the current transaction