When submitting Apply Online applications to the lenders you may be sent error on submission emails. This indicates a problem either with the submission process or the application data itself.
What should I do first?
The first step is to open the Apply Online application. Go to the Status Tracking tab, you will see the back channel error message listed. Click the blue arrow on the left hand side to expand and read the message.
What do I do if the message indicates an issue with my Lender ID/accreditation?
The first step is to check that the ID you have used is correct. Login to Mercury and view your accreditation listing. Does the Broker ID match what you have listed in the AOL summary tab?
The Broker ID appears to be correct?
You will need to liaise with the Lender and the Connective accreditations team. The Connective accreditations team can be contacted via firstname.lastname@example.org
A brand new lender accreditation can take 24-48 hours to become completely active. Lender IDs will also become inactive if not used for six months. Both will prevent successful submission.
Note: The Mercury Helpdesk is unable to assist with accreditation related queries
The Status Tracking error message is not helpful?
Contact the Mercury Helpdesk, include the AOL Application ID and copy paste the message from the Status Tracking. If the Mercury Helpdesk is unable to resolve the issue they will escalate to the NextGen team and keep you updated.
There wasn't an error but there is no Lender Reference assigned?
Contact the Mercury Helpdesk, include the AOL Application ID and note there is no Lender Reference. If the Mercury Helpdesk is unable to resolve the issue they will escalate to the NextGen team and keep you updated.