FAQS

When a user is having difficulty logging in to the online application system, there are three methods to troubleshoot:

Frequently, users do not have the correct username on file. In order to log in, each user must enter the username in exactly the same format as it was initially entered when the account was created. To find an applicant’s username, locate the application in the online application system (searching by name or email) and click “view.” Under “Submission Information,” the username appears after “Submitted by” (the username is padgettallie in the example below):

If the applicant is unsure of the username used to create the account, the applicant may also log in using the email address used to create the account. Note that this may or may not correspond to the email listed on the application. Many applicants have multiple email addresses, so when troubleshooting, using the applicant’s username may be more successful.

Finally, the user can also request that the password be reset. When the password is reset, a link will be sent to the email the applicant used to create the account with steps to log in to the online application system. If the applicant is not sure which email address they used, provide them with their username (see above) and suggest that they check any emails they may have used when creating the account.

Typically when an applicant cannot move to the next page, the applicant has entered more than maximum length of characters in a limited character field. The online application system will not allow the applicant to proceed until the length of the answer is reduced. An error message should display at the top of the screen, alerting them to the issue.

There are a few reasons a completed applicant may still have Draft status:

1. An applicant who has completed their application may appear in draft status if an administrator clicks the reinstate button. The reinstate button does not display any confirmation message, and the action is effective immediately.

2. In some cases, a user may not click the green Submit button after signing the E-Sign document. Encourage the applicant to log back in to their application and click the green Submit button. It can be helpful to include screenshots in your email to the applicant.

Numerical fields such as "Years in Operation" will only accept numbers. Some users add additional characters in numeric fields, such as commas, dollar signs, letters, or decimals. Please ask that users only input numbers into numerical fields. An error message should display at the top of the screen, alerting them to the issue.

Often, if an applicant is having trouble uploading a document, or believes they have uploaded it but the document is not showing up on your end, it is because they selected the file but did not click upload. After selecting a file from their documents, the file name will show up on the application, but the document has not been fully uploaded – applicants must click the button that says “Upload,” as seen below. Once they have done that, the button will change to say “Remove,” indicating that the upload was successful.

All applicant data is stored in the online system and is never deleted. To find any user in the online system, first check the “Date Range” button. This searches the system for all applicants, rather than just those who have applied in the past 6 months. Additionally, ensure you are spelling the applicant’s name or email correctly. Try placing percentage signs around the applicant’s name (for example, %John%), to search for records that may include extra spaces characters.

The applicant is immediately reset to draft mode in Part 1. All of the applicant’s answers are preserved, and the user can now log back in to edit their responses and resubmit their application. Note that clicking “Reinstate” on Part 2 sends the applicant back to Part 1, and the applicant will need to resubmit Part 1, be re-approved, and then continue on to Part 2.