Learn what to do if a borrower reports the following alert when signing up for a new loan.
A user with the email "firstname.lastname@example.org" already exists
What causes this alert?
This alert indicates that there is an existing application in Blend with the same email address the borrower is using to sign up for a new loan.
What you can do
- Inform the borrower that an account already exists with that email. Advise to return to the login page and sign in to create a new separate application. Refer to Additional application for an existing borrower (borrower experience) for more information on that feature
- If the borrower forgot their password (for non-SSO borrowers), they can proceed with a password reset. Refer to Borrower Password Reset Process to learn more
- Advise applying with a different email address if they wish to keep the applications separately
Note: Borrowers will still be alerted even if their application is in an archived status. Refer to Archive and Un-archive an Application in Blend for more information.
DISCLAIMER: The features on this page may not be applicable to your institution. Please reach out to Blend Support for more information on what features are enabled for your use.