Q: How can I track progress of an Apply Online eSign request?

A: You can track an active eSign request in the Documents section in Apply Online. Use the eSign status drop down. Signees will be listed with their status or Pending or Signed.

Q: The clients have completed eSign but the broker has not received the eSign request email?

A: If the broker cannot see the eSign request email in their inbox, double check their email is listed correctly in the application. Also ensure they check their spam or junk folder.

Also check that the lender has a requirement to send to the broker using the signee list. Not all lenders have a requirement for the broker to sign.

Q: The Apply Online application does not have the option to send an eSign request for my documents?

A: Not all lenders currently have eSign enabled on their Apply Online forms. If the lender does not have eSign enabled you will not see the eSign button in the Documents tab. There are also eligiblity criteria for some lenders examples (ANZ, Macquarie).

Q: Why is my Apply Online application locked for editing when it has not been submitted to the lender?

A: When eSign is requested the Apply Online application is locked for editing and further changes cannot be made. If you need to make changes then you must first cancel the eSign request.

Q: I no longer have the option to cancel the eSign request in my Apply Online application?

A: You are only permitted to cancel an eSign request which is still in progress. If eSign has been completed you will not have the option to cancel it. If you need to make alterations to the application you will need to Clone and submit the Clone to the lender with the changes.

If the lender has requested the same application be resubmitted you will need to contact the Mercury Helpdesk will request NextGen manually unlock the application. You will need to provide lender approval for this request.

Q: eSign has been completed but I am unable to submit due to a validation error which was not present when eSign originally sent?

A: If eSign has been completed you will not have the option to cancel it. If you need to make alterations to the application due to a validation error you will need to Clone and submit the Clone to the lender with the changes.

If the lender has requested the same application be resubmitted you will need to contact the Mercury Helpdesk will request NextGen manually unlock the application. You will need to provide lender approval for this request.

Q: Will the broker be notified with the eSign process is completed?

A: No the broker is not notified when the eSign process is completed. When an eSign request is completed, ApplyOnline automatically attaches the signed print forms against the relevant conditions within the checklist AND self-verifies it.

Q. Can I resend an eSign request to only the applicants who have not signed the document?

A: No. You can only resend the eSign request to all signers.

Q: Can I remove an eSigned document from the Document Checklist in Apply Online?

A: No. Once the documents has been eSigned it cannot be removed.

Q. The clients say they have signed the eSign but it is still listed as pending in Apply Online?

A: One of the eSign providers (FMS) does require the clients to each click a submit button after signing. To find the submit button they may need to scroll down, or change the page orientation, depending on what device they are using