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?
Go to the Activity tab (formerly the Status Tracking tab) in Apply Online, The back channel error message will be listed.
Toggle the 'See full details' option to display details.
If the lender application is being viewed in the old Apply Online interface.
Go to the Status Tracking tab.
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 Broker ID/Accreditation?
The first step is to check that the Broker ID you have used is correct.
Login to Mercury and view your accreditation listing.
Check that the Broker ID matches what you have listed in the AOL Broker ID field.
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 [email protected]
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 Number (LRN) assigned?
Contact the Mercury Helpdesk via chat by using Wait for the team button or [email protected], 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.