Overview
This article lists the error messages you may see when sending application or signing links, preparing compliance documents, using the client portal, or submitting a Broki application, with the cause and fix for each. Find the message you see on screen and follow its steps.
Brokers and admins use it to resolve problems without waiting on support. Clients can use the sections marked for clients. For problems that open an application link, see Application link not working. For e-sign PDFs, see E-sign PDF cannot be opened.
At a glance
Match the words on screen to a heading below. These three rules cover the most common cases.
Sending needs a connected mailbox, or a mailbox chosen under Send from. Application links need Gmail or Outlook.
Copy signing link only copies the link. Signing links expire after 30 days.
"Access has been revoked" means Portal access is off. "Submission failed. Please try again." keeps the answers in the browser so the client can submit again.
Before you begin
Write down the message, the file, and what you selected before you work through a fix.
Write down the exact message, the page you were on, and the button you selected.
Note the mortgage file's loan code or the borrower's name.
If you contact support, include the approximate time and a screenshot with personal data hidden. Never send passwords or security codes.
Troubleshooting
Each heading below is an on-screen message, with the fix under it.
"You have no e-mail account connected. Connect one in Settings > Integrations, or choose a delegated mailbox in "Send from"."
This message means no mailbox is connected and no shared mailbox is selected.
Possible causes
No mailbox is connected to your account, and no shared mailbox is selected.
To fix
Go to Settings, and under Integrations select Connections.
Connect your Gmail or Outlook mailbox.
Or, in the email window, pick a mailbox shared with you under Send from.
Confirm it worked
Send from shows a mailbox and the send button is enabled.
"Connect Gmail or Outlook in Settings → Integrations before sending an application link"
This message means an application link was blocked because no Gmail or Outlook mailbox is connected.
Possible causes
Application links can only be sent through a connected Gmail or Outlook mailbox.
To fix
Connect Gmail or Outlook under Settings > Connections (in the Integrations group).
Reopen Send application link.
"Collaborators cannot contact the client"
This message means a collaborator tried to email the client from the file.
Possible causes
You're a collaborator on the file. Collaborators can't email the client from it.
To fix
Ask the file's owner or a team member to send the message.
"Could not verify file access, please try again"
This message means Broki could not confirm your access to the file when sending.
Possible causes
Broki couldn't confirm that you have access to the file when sending.
To fix
Reload the file and send again.
Contact support if
It repeats. Include the loan code and the time.
"Email service not configured. Please contact support."
This message means the email service is not set up for the send you tried.
To fix
Contact support. Include the page, the button you used, and the time.
"Invalid email format" or "Enter a valid email address"
These messages mean the recipient address is not a valid email.
To fix
Check the recipient address for typos or extra spaces, then send again.
"Signing link copied — it signs every document still waiting for this borrower. You send it."
This confirmation means Copy signing link copied the link and did not send email.
This isn't an error. Copy signing link only copies the link. Paste it into your own email or text, or use Send signing link to have Broki email it.
"The email could not be sent" (Send signing link)
This message means the signing email could not go out from Send signing link.
Possible causes
The signing email couldn't go out.
To fix
Check the To address.
Check your mailbox under Settings > Connections, then select Send again.
As a fallback, use Copy signing link and send it yourself.
The client sees "This signing link has expired. Ask your mortgage broker to send a new one."
This message means the signing link is past 30 days, so the broker sends a new one from Application documents.
To fix
On the file's Compliance tab, in Application documents, select New signing link or Send signing link for that borrower.
For other signing page messages, see Application signing flow (BC MSA and consent).
Fix a compliance document message
A compliance document shows one of these messages when a required detail is missing or the document cannot be removed. The matching fix is in the section for that message.
"Mortgage amount is missing on this file — add it in Mortgage Summary first"
This message means Fill & generate needs a mortgage amount on the file first.
To fix
Add the mortgage amount on the file, then select Fill & generate again.
"Pick the borrower this copy is for"
This message means the consent or PEP copy has no borrower selected.
To fix
In the document's fields, choose the borrower, then issue again.
"The client must consent to the credit check for this document to be issued"
This message means the Client Consent Form cannot be issued until the credit check consent is recorded.
To fix
Record the client's credit check consent in the Client Consent Form fields, then issue again.
"Answer the PEP question (Yes / No) first"
This message means the PEP Declaration cannot be issued until the Yes / No question is answered.
To fix
Answer the PEP question in the PEP Declaration fields, then issue again.
"Only not-started documents can be removed"
This message means Remove is only available while the document is Not started.
To fix
Leave the document on the file. Only Not started documents can be removed.
"Nothing could be issued for this borrower yet"
This message means Form 1A or the PEP Declaration cannot be issued for this borrower yet.
Possible causes
The borrower has nothing that can be issued yet. Form 1A needs a confirmed BC application link on the file, and PEP needs the borrower's answer.
To fix
Add the missing document with Prepare compliance documents on the Compliance tab.
"Failed to load compliance checklist" or "Failed to update compliance status"
These messages mean the checklist could not be loaded or the tick could not be saved.
To fix
Reload the file and try again.
Contact support if
It keeps failing. Include the loan code and the checklist item.
Fix a portal or application submit message
The client portal and the Broki application show these messages. The matching fix is in the section for that message.
"Access has been revoked" (client)
"Access has been revoked" means the broker turned off Portal access for the file.
Possible causes
The broker turned off Portal access for the file.
To fix
Client: contact your broker.
Broker: on the file's Documents tab, turn Portal access back on.
"Failed to upload document" (client)
"Failed to upload document" means that upload did not complete.
To fix
Try the upload again from the same request.
If it fails again, contact your broker and say which document you were uploading.
"Failed to update portal access"
"Failed to update portal access" means the Portal access switch did not save.
To fix
Reload the file and use the Portal access switch again.
"Submission failed. Please try again." (client)
This message means the application could not be saved, and the answers stay in this browser.
To fix
Stay on the page. Your answers are kept in this browser.
Select Submit Application again.
Contact support if
It fails again. Include the broker's name and the time.
"Consent (Terms, Privacy, and Electronic Signatures) is required before submitting." (client)
This message means the consent cover was not agreed before submit.
To fix
Reload the application. If the Start your mortgage journey screen appears, tick the agreement and select Get started.
Return to Review & Submit and submit again.
"Please complete the Signatures step before submitting." (client)
This message means Submit Application was used before the Signatures step was finished.
To fix
Go to the Signatures step. Sign, or mark each co-borrower Not here — email a signing link.
"Application not configured properly." (client)
This message means the application could not be submitted because the link is not configured.
To fix
Contact your broker and tell them you saw this message on submit.
Contact support if
Broker: your own link shows this message. Include the link owner's name and the time.
"Your application was received but could not be completed. Please contact your broker." (client)
This message means the application was saved, and the primary borrower could not be linked to the file.
To fix
Client: don't submit again. Contact your broker.
Broker: open the new mortgage file and check its borrower contacts.
Tips and best practices
These tips help you match the message, connect a mailbox before the first send, and fill file details early.
Copy the exact error text before you close the message. It is the fastest way to find the right fix here.
Connect your mailbox before your first client sends. Several sending actions depend on it.
Keep borrower names and the mortgage amount filled in on files early. Compliance documents pull from them.
Limitations and important behavior
These limits cover application-link mailboxes, signing-link expiry, and collaborators.
Application links send only through Gmail or Outlook.
Signing links expire after 30 days and are not sent automatically when copied.
Collaborators can't email clients from a shared file.
Frequently asked questions
These questions cover what to send support, and where to look when the message is not listed here.
What should I include when I contact support? The loan code or borrower name, the page and button, the exact message, the approximate time, and a screenshot with personal data hidden.
What if my error message is not listed here? Check Application link not working, Client cannot sign documents and E-sign PDF cannot be opened.
Related articles
These articles cover application links, signing, the portal, and mailbox setup.