When submitting an ApplyOnline (AOL) application to a lender, you may receive an Error on Submission notification.
This indicates either:
A technical issue during submission; or
A problem with the application data.
Where to find Error on Submission details
In the current ApplyOnline interface
To locate the error details:
Open the application in ApplyOnline.
Navigate to the Activity tab (previously called Status Tracking).
Locate the back-channel error message.
Click See full details to expand the message.
Review the details to determine the required action.
If edits are not permitted by lender policy, you may need to clone the application and resubmit.
In the legacy ApplyOnline interface
If using the old interface:
Navigate to the Status Tracking tab.
Click the blue arrow on the left-hand side to expand the message.
Common Error on Submission messages and solutions
No Lender Reference Number (LRN) assigned
After submission, a Lender Reference Number (LRN) is usually assigned within five minutes.
If:
More than one hour has passed; and
No LRN has been assigned;
Contact the Mercury Helpdesk (select Talk to a person if in chat) so the issue can be escalated to NextGen.
Street type error
If the error indicates an issue with a Street Type:
Locate the affected address.
Replace the invalid street type with Street.
Add a summary note explaining the change.
Street types are validated against the lender’s accepted database list. If not recognised, submission will fail.
Broker ID or accreditation error
If the submission error relates to your Broker ID or accreditation:
Step 1: Verify your Broker ID
Log in to Mercury.
Open the Accreditations app.
Confirm your Broker ID matches the one entered in AOL.
Step 2: Verify your contact details
Some lenders validate accreditation using:
Broker mobile number
Broker email address
If these do not match the lender’s records, submission may fail.
You may need to liaise with:
The lender directly; and
Connective Accreditations team via [email protected].
Note
The Mercury Helpdesk cannot assist with accreditation-related issues.
Recently approved accreditation
New accreditations may take 24–48 hours to fully activate.
Broker IDs may also become inactive if unused for six months.
If required, contact [email protected].
Submission checklist paused
If the submission checklist displays Paused and there is no option to continue:
Scroll down the page (display size may hide options).
In some cases, you may need to add a comment before proceeding.
Error message is unclear
If the error details are not helpful:
Contact the Mercury Helpdesk via Get Help in Mercury.
Include:
ApplyOnline ID
Opportunity name
Screenshot of the error
Any relevant background information
The issue can then be escalated to NextGen if required.
Overseas address error
If the error relates to an overseas address:
This may indicate the lender database does not accept overseas values in that field.
You may need to:
Substitute an Australian address as a workaround;
Confirm acceptability with the lender BDM before submission.
Important
Always confirm any workaround with the lender prior to proceeding.
Best practice tips
Review validation errors before submission.
Confirm Broker ID and accreditation status before lodging.
Check address formatting carefully.
Attach all required supporting documents.
Need help?
If you need help with ApplyOnline submission errors, contact your Partnership Manager or email [email protected].
For accreditation issues, email [email protected].