Start Here: The 60-Second Checklist
If something isn’t working, check these first:
Refresh the page (hard refresh if possible).
Log out and back in.
Confirm you’re in the correct organization/account (if you have multiple).
Confirm your internet connection is stable.
If it’s an email-related issue, confirm your email integration is still connected.
If it’s a Velocity/Finmo issue, skip straight to the Integration Troubleshooting section below.
Velocity + Finmo Integration Troubleshooting (Most Common)
How the integration works (important)
There are two separate components that do different jobs:
Webhook → Automatically creates files in Broki when an application is submitted
API Key → Allows Broki to pull/sync updated data later (manual “Pull” button)
If you’re having an issue, figure out which one you’re expecting to work.
Problem: “My file didn’t auto-create in Broki after I submitted an application”
This is almost always a webhook issue.
Fix checklist:
Go to Settings → Integrations → Origination Platforms.
Confirm the webhook URL shown in Broki is the exact webhook you pasted into Velocity or Finmo.
The webhook must match exactly (character-for-character). No extra spaces.
Confirm the webhook trigger settings are enabled inside the LOS (Velocity/Finmo).
If the LOS has multiple webhook trigger options, make sure the correct ones are selected.
If the webhook is correct and still not creating files:
Disconnect and reconnect the LOS integration (if available)
Re-copy the webhook from Broki and paste it again into the LOS
Test with a brand-new application submission
Problem: “The file exists, but Broki data isn’t updating / syncing”
This is almost always an API key issue.
Fix checklist:
Go to Settings → Integrations → Origination Platforms.
Confirm your API key is entered correctly.
The API key must match exactly.
Use the Pull button inside the mortgage file (Velocity or Finmo button) to sync fresh data.
Important: API key request domain requirement
When requesting your Velocity API access/key, it must be requested using the domain: preview.broki.ca
If the API was requested under a different domain, it may not work properly.
Problem: “Why isn’t it syncing automatically in real time?”
Broki intentionally uses a manual pull button to sync updated data later.
Reason:
Many brokers don’t want their files “randomly updating” while they’re working inside the LOS.
Manual pull keeps Broki stable and predictable.
If you want fresh data:
Click the Velocity or Finmo sync button inside the file.
Known LOS Restrictions (Not a Broki Bug)
Some fields do not transport through the LOS API and must be entered manually in Broki.
As of what we currently know:
Velocity does not allow syncing for:
Subject to financing date
Deal type (purchase/refinance/switch) may not update reliably
Some transaction-type fields may not auto-update
If a field isn’t available through the LOS API, Broki can’t pull it.
Email Issues (Gmail / Outlook)
Problem: “Emails aren’t sending” or “Stage update emails aren’t going out”
Most common causes:
Email integration permissions weren’t fully granted
Email integration got disconnected
Fix checklist:
Settings → Integrations → Email
Disconnect Gmail/Outlook
Reconnect and approve all permissions
Send a test email from a file using the email compose button
Document Issues
Problem: “I requested documents but the client didn’t get an email”
That’s expected unless you send a reminder.
How it works:
Creating document requests adds items to the portal + file
Document Reminder sends the actual email to the client
Fix:
Mortgage File → Documents → Document Reminder → Send
Problem: “Uploaded docs are orange”
Orange = pending review
You need to approve or reject them.
Conditions Not Updating Properly
Problem: “My condition didn’t auto-change to Received”
Auto-status updates only happen when:
The document request was created from inside the Conditions tab using “Add to Document Request”
If you created the request separately in Documents, the condition won’t be linked for tracking.
Calendar / Booking Conflicts
Problem: “Bookings aren’t checking conflicts”
Two-way Google/Outlook sync is not live yet (roadmap item).
Current best practice:
Use booking cautiously if your calendar is busy
Manually confirm conflicts until full sync is released
Automations Not Firing
Most common causes:
Workflow is not active
Wrong trigger selected
Stage selection inside trigger is wrong
Duplicate workflows are causing double-fires
Fix checklist:
Automations → Open your workflow
Confirm it’s Active
Review trigger configuration carefully
Check Execution Log for success/fails
Search for duplicates that share the same trigger
If You Still Need Help
When contacting support, include:
Your account email
Whether the issue is Velocity or Finmo
Whether it’s webhook-related (file creation) or API-related (sync/pull)
A screenshot of the integration settings (redact sensitive keys if needed)
The specific file loan code or client name (if applicable)
Support:
Email: [email protected]