Overview
This article helps you fix a Broki application link that won't open, shows an error, or can't be sent, using the exact message on screen. Each section below starts with what the client or broker sees, then the cause and the fix.
Clients use it when the link from their broker doesn't open the application. Brokers use it when a client reports a problem or when Send application link won't send.
At a glance
Start with the on-screen message, then use the matching section below.
A cut-off link shows "Link Not Found", missing broker information, or "This application link does not exist."
Continue my application works for 14 days after it was last sent, and never more than 30 days after it was first created. After that the client sees "This update link is no longer active."
Sending from Broki needs Gmail or Outlook under Settings > Connections. BC options need a BC brokerage licence on the organization.
Before you begin
Write down the message, and know which application option and which team member the link belongs to.
Note the exact message on screen, or take a screenshot with personal data hidden.
Clients: open the link straight from the original email, not from a copy pasted elsewhere.
Brokers: know which option the link used in Which application to send (Broki Native, BC · Designated agency or BC · Brokerage agency) and which team member owns the link.
Step-by-step instructions
These checks tell you whether the brokerage link itself opens before you resend it.
Check the link before you resend
Checking the link means opening it from Settings > Applications, then resending it from the client's lead or contact.
Open Settings > Applications and use the link's Open in new tab button. If it opens your application, the link itself works.
Resend the link with Send application link from the client's lead or contact, rather than pasting it by hand.
If the client is updating a submitted application, ask them to use Continue my application from their confirmation email instead of the original link.
Troubleshooting
Each heading below is the message on the client's screen or in Send application link, with the fix under it.
"Link Not Found" with "Application link not found."
"Application link not found." means the brokerage part of the link is wrong or was cut off.
Possible causes
The brokerage part of the link is wrong or was cut off.
Check first
Compare the client's link with the one in Settings > Applications.
To fix
Broker: resend the link with Send application link.
Client: open the link from the new email.
Confirm it worked
The client sees "Preparing your secure online application" and then Start your mortgage journey.
"This application link is missing broker information. Please use the link your mortgage advisor sent you."
This message means the link has the brokerage but not the advisor, which happens when the end of the link was cut off.
Possible causes
The link only contains the brokerage, not the advisor. This happens when the end of the link was cut off.
To fix
Broker: resend the full link with Send application link.
"This application link does not exist. Please use the link your mortgage advisor sent you."
This message means the link was edited or truncated, so its application type is not recognized.
Possible causes
The link was edited or truncated, so its application type isn't recognized.
To fix
Broker: resend the link with Send application link and pick the right option in Which application to send.
"Link Not Found" with "Failed to load application."
"Failed to load application." means the application could not load when the link was opened.
Possible causes
The application couldn't load when the link was opened.
To fix
Client: reload the page once.
If it still fails, contact your broker.
Contact support if
The broker's own link from Settings > Applications shows the same message. Include the link owner's name, the time, and a screenshot.
"This update link is no longer active. Please contact your mortgage advisor."
This message means the Continue my application link has expired.
Also called: update link.
Possible causes
The Continue my application link has expired. It works for 14 days after it was last sent, and never more than 30 days after it was first created.
To fix
Broker: send the client a new application link from their lead so it's tied to the existing mortgage file.
Confirm it worked
The client opens the new link and their changes update the same file.
"This link isn't ready yet"
"This link isn't ready yet" means the client opened a general BC link and Broki could not build a Form 1A from your brokerage defaults.
The client sees: "British Columbia applications include a Disclosure of Representation (Form 1A) from your mortgage broker. Their brokerage hasn't finished setting it up. Ask your broker to send you the application link directly."
Possible causes
The client opened a general BC link, and Broki couldn't build a Form 1A from your brokerage's defaults.
To fix
Broker: send a BC link through Send application link. Choose the BC option, select Confirm Form 1A & send, then Confirm & sign.
If Confirm & sign is disabled, follow the list of missing details in that window. See BC compliance, MSA, and consent docs.
The client lost their progress
Lost progress means the client opened a different browser or device, or selected Reset.
Possible causes
They opened the link in a different browser or device. Answers are saved only in the browser where they were entered.
Reset was selected.
To fix
Client: go back to the original browser and device and open the same link.
If the answers are gone, start again.
The client's signature disappeared on a BC link
A cleared signature means the disclosure behind the BC link changed after the client signed.
Possible causes
The disclosure behind the link changed after the client signed, so the earlier signature was cleared.
To fix
Client: sign again on the Signatures step.
"Failed to update mortgage file. You may need to use a new application link."
This message means the link was tied to a mortgage file that could not be updated.
Possible causes
The link was tied to a mortgage file that couldn't be updated.
To fix
Broker: send a new application link from the client's lead.
Fix a blocked Send application link
Send application link shows one of these messages when the send is blocked. The matching fix is in the section for that message.
Broker: BC options are greyed out in "Which application to send"
Greyed-out BC options mean the organization has no BC brokerage licence on file.
Possible causes
Your organization has no BC brokerage licence on file. The hint reads "Add a BC brokerage licence under Settings › Compliance documents › Identity & licences to enable these links."
To fix
Contact support to add your BC brokerage licence. That section isn't available in Settings in the current release.
Broker: "Connect Gmail or Outlook in Settings → Integrations before sending an application link"
This message means no Gmail or Outlook mailbox is connected. Application links can only be sent through Gmail or Outlook.
Possible causes
No Gmail or Outlook mailbox is connected for sending. Application links can only be sent through Gmail or Outlook.
To fix
Go to Settings, and under Integrations select Connections.
Connect your Gmail or Outlook mailbox.
Reopen Send application link. If a teammate's mailbox is shared with you, you can pick it under Sending options > Send from instead.
Confirm it worked
Sending options shows your mailbox and Send link is enabled.
Broker: "No application link configured for …"
This message means the team member chosen under Application link owner has no application link.
Possible causes
The team member chosen under Application link owner has no application link.
To fix
Choose a different Application link owner, or set up that team member's link in Settings > Applications.
Broker: "Please select a contact or enter recipient email address"
This message means Send application link has no contact and no recipient email.
To fix
Pick the contact, or type the client's email address.
Broker: "Could not build the BC application link"
This message means the BC link could not be built when you confirmed Form 1A.
To fix
Close the window, reopen Send application link, and confirm Form 1A again.
Contact support if
It repeats. Include the link owner's name, the BC option chosen, and the time.
Tips and best practices
These tips keep links intact, keep updates on the same file, and keep progress in one browser.
Always send links through Send application link. Pasting by hand risks cutting the link off, which causes the "missing broker information" and "does not exist" messages.
For updates after submission, point clients to Continue my application in their confirmation email. It keeps everything on the same file.
Tell clients to finish on one device, because progress is saved per browser.
Limitations and important behavior
These limits cover which mailbox can send, when Continue my application expires, and when BC options appear.
Application links can be sent from Broki only through a connected Gmail or Outlook mailbox.
Continue my application links expire (14 days after last sent, 30 days at most).
An expired update link and an unknown one show the same message.
BC options need a BC brokerage licence on your organization.
Frequently asked questions
These questions cover whether a regular link expires, and what a second use of the same link does.
Does my application link expire? Your regular application link doesn't have an expiry. The Continue my application link in the confirmation email does.
Can a client use the same link twice? Yes, but each new submission from a link that isn't tied to a file creates a new mortgage file. Use Continue my application to update instead.
Related articles
These articles cover the client flow, the form, and how to send links.