Overview
The client portal is a private web page for each mortgage file where borrowers upload the documents their broker has requested, follow their application status, and see their broker team, without creating an account. It opens from a private link, and the broker can turn access off and on at any time.
Borrowers use it after they apply, or before if the broker sent the client journey invite. Brokers use it to collect documents in one place and to see the file the way the client sees it.
At a glance
This is how the portal link works, what clients can upload, and how access is turned off.
The portal opens from a private link. No login or password is needed.
Clients upload requested documents on Documents. They can't download documents they've submitted.
Portal access on the file's Documents tab turns the link off and on. Turning it back on uses the same link.
Before you begin
These are the ways a client gets in, and where brokers control requests and tabs.
Clients: open the portal from a link your broker sent, or from the Upload documents button in your application confirmation email. No login or password is needed.
Brokers: the portal belongs to a mortgage file. Document requests you add on the file (or that your Smart Docs rules add when the client applies) appear in the portal for the client to upload.
Brokers: the Portal access switch is for the file's own team. Collaborators don't see it.
Brokers: which portal tabs clients see, and the portal's look and wording, are set in Settings > Client Portal under General settings. See Client portal and homeowner resources.
Step-by-step instructions
The steps below cover how a client opens the portal and uploads, and how a broker shares the link or turns access off.
Open the portal (client)
The portal opens from the application, a confirmation email, a client journey invite, or a link the broker shared.
Use any of these:
After submitting your Broki application, if documents are needed you're taken straight to the portal ("Application submitted! Redirecting you to your portal…").
In the confirmation email "Your mortgage application — continue anytime", select Upload documents.
In the client journey invite email, select Upload Documents.
Open the link your broker shared with you.
Upload a requested document (client)
Uploading a requested document happens on the Documents tab, and a successful upload shows "Document uploaded successfully!".
Open the Documents tab ("Upload and track everything your lender needs. We'll flag anything still outstanding."). The tab shows a count of outstanding items.
Find the requested document. Requests are grouped by person.
Upload the file from your device.
You see "Document uploaded successfully!" and the request updates.
Use the other portal tabs (client)
The other portal tabs, when your broker has turned them on, show status, your team, shared options, and resources.
Depending on what your broker has turned on, you may also see:
Application Status: where your file is in the process.
Your Team: the people working on your mortgage.
Scenarios, My Qualification and Offers: options your broker has shared with you. The Offers tab notes that qualifications are subject to change and are not firm approvals.
Resources: guides and videos your broker has shared.
Use the EN / FR switch to change the language.
Open or share the portal (broker)
View client portal and Copy portal link are in the mortgage file's actions menu.
Open the mortgage file.
Open the actions menu at the top of the file.
Select View client portal to open it as your client sees it, or Copy portal link to copy it. You see "Portal link copied to clipboard".
Send the link to the client from your own email or text.
Turn portal access off or back on (broker)
The Portal access switch on the file's Documents tab blocks the portal link immediately, and turning it back on uses the same link.
Open the mortgage file and select the Documents tab.
In the toolbar, find the Portal access switch. On means "Client can access the portal".
Before you continue: turning access off blocks everyone using this file's portal link right away.
Turn the switch off and confirm 'Client will see "Access has been revoked" when they open the portal. Continue?'
You see "Portal access revoked". To restore it, turn the switch on. You see "Portal access restored".
While access is off, the actions menu shows "Portal access is revoked for this client; link may show a revoked message."
Practical examples and other ways to use it
These examples show a portal landing after submit, an upload before applying, a resent link, and access turned off.
Straight from the application. Your Smart Docs rules request a pay stub and photo ID. Alex Sample submits the application and lands in the portal with both requests waiting.
Upload before applying. One way to get documents early: send the client journey invite. Jordan Example uses Upload Documents to send a mortgage statement before completing the application.
Client lost the link. Select Copy portal link on the file and resend it.
File closed or client relationship ended. Turn Portal access off so the link no longer opens the file.
Common mistakes and how to avoid them
These mistakes cover forwarding the link, expecting a download, and a portal with nothing to upload.
Mistake: forwarding the portal link to someone outside the deal. Anyone with the link can open the portal. Fix: turn Portal access off. Prevent: tell clients to keep the link private.
Mistake: expecting to download uploaded files from the portal. Clients can't download documents they've submitted. Prevent: tell clients to keep their own copies.
Mistake: no requests on the file. The portal shows nothing to upload. Fix: add document requests on the file's Documents tab, or check your Smart Docs rules.
Troubleshooting
Each heading below is a portal message, a failed upload, or a missing tab.
"Access has been revoked"
"Access has been revoked" means Portal access is turned off on the file.
The client sees "Your access to this portal has been revoked. If you believe this is an error, please contact your advisor."
Possible causes
Portal access is turned off on the file.
To fix
Broker: on the file's Documents tab, turn Portal access on.
Confirm it worked
The client reloads the link and sees the portal.
"Failed to upload document"
"Failed to upload document" means that upload did not complete.
Possible causes
The upload didn't complete.
To fix
Try the upload again from the same request.
If it fails again, contact your broker and tell them which document you were uploading.
Contact support if
Uploads fail for every file. Include the borrower's name, the document requested, the time, and a screenshot with personal data hidden.
The portal shows "Error" with "An error occurred while loading your documents"
This screen means the portal could not load the file's documents.
Possible causes
The portal couldn't load the file's documents.
To fix
Reload the page.
Open the link again from the original email.
Contact support if
It still shows the error. Include the borrower's name, the time, and a screenshot.
"Failed to update portal access"
"Failed to update portal access" means the Portal access switch did not save.
To fix
Reload the mortgage file and try the switch again.
A tab the client expects is missing
A missing tab means that tab is turned off in Settings > Client Portal > General settings.
Possible causes
The tab is turned off in your portal settings.
To fix
Check Settings > Client Portal > General settings.
Tips and best practices
These tips tell you to preview the portal, add requests first, and turn access off on archived files.
Use View client portal before you send a link, so you know what the client will see.
Add document requests before you share the portal link, so the client has something to upload the first time they open it.
Turn off portal access on files you've archived or lost, so old links stop working.
Limitations and important behavior
These limits cover one link per file, downloads, hidden tabs, and offer letters.
There is one portal link per mortgage file, shared by everyone on the file.
Turning access off and on again doesn't change the link. The same link works again once access is restored.
Clients can't download the documents they've uploaded.
Which tabs appear depends on your portal settings. If the current tab is hidden, the portal opens the first visible one.
Offer letters on the file appear on the Documents tab under Offer letters, with View and Download.
Frequently asked questions
These questions cover passwords, co-borrowers, and what happens to uploads when access is off.
Do I need a password to open the portal? No. The portal opens from its private link.
Can a co-borrower use the same portal link? Yes. Everyone on the file uses the same portal link, and requests are grouped by person.
If I turn portal access off, are the uploaded documents deleted? No. It only blocks the portal page. Uploaded documents stay on the file.
Related articles
These articles cover the application, portal settings, and the Documents tab.