When a borrower reports that they cannot see an appraisal document in their portal, this is typically related to login credentials or portal access issues.

Troubleshooting Steps

1. Verify Login Credentials

Ensure the borrower is logging in with the correct user ID. If there are multiple borrowers on the loan, they need to use their specific login credentials.

2. Check Portal Access

Confirm the borrower is accessing the correct borrower portal URL for their loan.

3. Primary vs Co-Borrower Access

If the appraisal was only sent to the primary borrower: - The co-borrower will not have access to view the document - Ensure the appraisal is shared with all relevant borrowers on the loan - Verify which borrower account the document was sent to

Important Notes

• Documents may only be visible to the specific borrower they were sent to
• Co-borrowers need separate access if they require document visibility
• Always verify the borrower is using their designated login credentials