Use this guide if a lender advises they have not received your supporting documents after you submitted an application through Apply Online.
This process ensures your documents are correctly sent via the Supporting Documents checklist.
Check if documents were sent to the lender
Most lenders receive documents through the Supporting Documents checklist after you submit the application.
To confirm documents were sent:
Open the application in Apply Online.
Select the Supporting Documents tab.
Check whether the Send to Lender button is greyed out.
If the button is greyed out and shows a Submitted At timestamp, the documents have been sent.
Remove document exceptions
If you see a red cross next to any document, it must be resolved before sending.
To remove the cross:
Select the document.
Add an Exception where appropriate.
Save the update.
Once all required exceptions are added, the Send to Lender button becomes available.
Important: Documents will not transmit while unresolved crosses appear in the checklist.
Understand what gets sent to the lender
Apply Online controls what pages are transmitted based on document verification.
If a condition has at least one verified document, only the verified pages are sent.
If a condition has no verified documents (and verification is not required), all attached documents are sent.
This means incomplete verification may result in partial documents being delivered.
Tip: Always confirm required documents are verified before clicking Send to Lender.
If the send button is unavailable
The Send to Lender button will be unavailable if:
Documents have already been successfully submitted, or
Required checklist conditions are incomplete.
Review the checklist carefully and resolve any outstanding conditions.
NextGen training
NextGen provides free Apply Online training sessions.
Register via their website:
NextGen Apply Online webinars – https://nextgen.net/applyonlinewebinars/
If you see an error
If you see an error
If an error appears in the Supporting Documents section, contact the Mercury Helpdesk for assistance.
Need help?
If you need help resolving document transmission issues in Apply Online, contact your Partnership Manager or email [email protected].