When submitting ApplyOnline (AOL) applications to the lenders, you may receive an Error on Submission notification. This indicates there is either a problem with the submission process or the application data itself.
How do I find the Error on Submission details in my ApplyOnline (AOL) application?
To find the error details for the Error on Submission in your ApplyOnline application:
Go to the Activity tab (previously known as the Status Tracking tab) in ApplyOnline.
The back-channel error message will be listed. Toggle the 'See full details' option to display the details of the error.
Review the error details to determine what you need to do to resolve the error. Some lenders do not allow you to make edits to an application after it has been submitted, so you may need to clone the application and submit it again after making the appropriate changes.
If the lender application is being viewed in the old ApplyOnline interface, you can access the Error on Submission error details by:
Navigating to the Status Tracking tab.
Click the blue arrow on the left-hand side to expand and read the message.
Common ApplyOnline (AOL) 'Error on Submission' messages and how to resolve them
I've submitted an ApplyOnline (AOL) application and have not received a Lender Reference Number (LRN) or no receipt has been assigned
If you have submitted an ApplyOnline application, typically the Lender Reference Number (LRN), or receipt, will be assigned within five minutes. If you have been waiting for more than an hour and no LRN has been assigned, please contact the Mercury Helpdesk (select 'Talk to a person' if you are currently in a support chat) who can escalate the query to NextGen, our ApplyOnline (AOL) provider.
The Error on Submission message indicates there is an issue with a Street Type
If the submission error message indicates there is an issue with the Street Type, you will need to find the impacted address, replace the invalid street type with 'Street' and add a summary note for that change.
The street type field is validated against a list of accepted street type names in the lender's database. If the street type does not exist in the lender listing it will cause an error on submission.
What do I do if the submission error indicates an issue with my Broker ID or Accreditation?
If the submission error suggests there is an issue with your Broker ID or accreditation, you will need to check the following items are correct:
Verify your Broker ID is correct
Login to Mercury and view your accreditation listing in the Accreditations app.
Check that the Broker ID matches what you have listed in the AOL Broker ID field.
Verify your contact details are correct
Some lenders also validate accreditation using the broker's mobile and email address. These must match what they have on file otherwise it may result in an error. You will need to liaise with the Lender and the Connective Accreditations team. The Connective Accreditations team can be contacted via [email protected].
I have only just recently applied for accreditation with a lender
A brand new lender accreditation can take 24-48 hours to become completely active. Broker IDs will also become inactive if not used for six months and will prevent successful submission of your application. You will need to contact the Connective Accreditations team via [email protected] to update your information if required.
Note: The Mercury Helpdesk is unable to assist with accreditation related queries. Please email the Accreditations team via [email protected].
The ApplyOnline (AOL) application submission checklist is paused and there's no option to continue
If you're stuck on the ApplyOnline submission checklist with a 'Paused' status, it might be due to your monitor's display size. Try scrolling down to view the full checklist. In some cases, you may need to add a comment to proceed with the application submission.
The 'Error on Submission' status message is not helpful
If the error details provided in the Error on Submission message are not helpful, contact the Mercury Helpdesk via the 'Get Help' option within Mercury (or select 'Talk to a person' if you are already in a support chat). Please include the ApplyOnline ID number and the name of the Opportunity record, as well as a screenshot of the error message and include any other information that may be useful.
Error on submission indicates an issue with an overseas address
If an error on submission is returned relating to an overseas address this indicates the lender database cannot accept an overseas value for the corresponding field. You may need to substitute an Australian address as a work around in order to submit. Ensure you confirm this work around will be acceptable with the lender BDM prior to submission.