Troubleshooting issues with loan contracts

This article covers common issues with accessing and generating loan contracts.

Client can't view / access the loan contract email

Your client should consider these options if they can not locate the contract email.

• Check the junk/spam folder. If found, mark the email as safe and move it to their inbox.
• Trusted email list. Add our email (customerservice@nowfinance.com.au) to their trusted email address list.
• Unblock our email. Remove our email address (customerservice@nowfinance.com.au) from any blocked lists.
• Consider a different email address. Some email addresses - particularly work email addresses - can block emails with embedded links. In this case, you will need to update your client's email address in the loan application before resending - see Updating a loan application

Client can't log in to Customer Portal

Your client will need to access the NOW Finance Customer Portal in order to view/sign their loan contracts. Consider these options if they can not access the portal.

• Check client's DOB and last name. To access the portal, your client will need to type their DOB and last name. For security purposes, these need to match the loan application on file. Ensure that the loan application file is accurate.
  • You may need to update the details of the loan application - see Updating a loan application.
  • Once the details have been updated, loan contracts will need to be regenerated - see Generating loan contracts