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Troubleshooting

The things that actually go wrong in LendrTech — a blank APR, a greyed-out Send button, a borrower who says the link doesn't open — and what to check first.

You're on the phone with a borrower and something on the screen isn't behaving. This page is for that moment: the problems loan officers actually hit, with the one thing to check first.

Almost everything here is LendrTech telling you something on purpose rather than something breaking. Knowing which is which saves the call.

Fee sheets

An import came back blank, or with the wrong numbers

Extraction reads what's printed, so a scanned photo of a page, a password-protected file, or a lender layout LendrTech hasn't seen before comes back thin. If it fails outright you'll see a message saying so — and that attempt does not count against your monthly import allowance. Fix the file (real text, no password, under 5 MB, one PDF) and try again, or enter the numbers by hand. Full detail in importing a fee sheet.

A partly wrong import is the normal case, not a failure: the fee sheet opens with a Review needed banner and every imported field outlined, precisely so you check them against the original before saving.

The APR field is empty

LendrTech leaves APR blank rather than printing a guess. Under the field you'll see “Add a loan amount, interest rate and loan term to see the APR” — those three are what it needs. Fill in the missing one and the APR appears.

Save has turned into Apply

That's the fee sheet protecting an edit you haven't finished. Totals update when you leave a field, so if your next click after typing were Save, the page would move on before you saw what changed. Click Apply (or just press Tab) — it applies the edit, updates everything downstream, and turns back into Save.

The fee sheet won't save

A title is required. The Document Title field says so, and Save won't go through without one. Names are capped at 30 characters so they fit on report charts — type something longer and LendrTech keeps the first 30 rather than rejecting the save.

Mortgage insurance is outlined in violet

You changed the loan amount or the LTV, and LendrTech is asking you to confirm the MI figure — not correcting it. MI depends on credit score, LTV and the insurer's rate card, so LendrTech never recalculates it for you and never clears the number you entered. Hover the small violet exclamation mark for the reason. Type a new amount, enter a new percentage, or click the refresh icon to clear the flag. See fee sheets for the full rule.

A fee sheet won't delete

If a saved report is built from it, LendrTech refuses and names how many reports are involved: “is used by N saved reports. Delete or re-point those first — removing it would leave a blank column on a report your borrower may already have.” Open those reports, point the column at a different fee sheet or delete them, then delete the fee sheet.

Reports

A loan column is blank

A slot still on its placeholder has no fee sheet behind it, so LendrTech shows the terms you typed and leaves the payment, APR, costs and cash to close blank — figures that aren't comparable with the costed option beside them shouldn't print as if they were.

If the fee sheet you want isn't in the dropdown, check its type: a purchase report only lists that client's purchase fee sheets, and a refinance report only lists ones with Refinance? ticked.

A refinance report isn't showing any savings

Savings are measured against the borrower's existing loan, so the Current Mortgage section is what makes them appear. Fill in the remaining balance, monthly payment, interest rate and months remaining — see refinance reports.

A chart is missing — or one you hid is still in the PDF

Two different controls. Include rows carries all the way through: a row you hide is hidden on the static report and in the downloaded and emailed PDF. Include charts shapes the static report only — the PDF keeps a fixed standard chart set. That's by design, and covered in the report builder.

Send and PDF are greyed out

The report has unsaved changes, or has never been saved. Hover the button and it tells you which. Click Save and both come straight back — the rule exists so what lands in a borrower's inbox always matches the report on their link. If Send is missing entirely, the client has no email address on file; add one on their page.

Your logo or photo isn't on the report

Branding fields left blank simply don't appear. Open Settings, check the Profile and Company tabs, and click Save changes. A logo works best as a PNG or JPG on a transparent background, since it sits on the report's colored masthead. See set up your branding.

What your borrower sees

They'll land on a page reading “This report link is no longer available.” It's deliberately vague about why, so it can never confirm a guessed code. In practice it's one of three things: the link was mistyped, it got broken across two lines in a text message, or the report has since been deleted. Reopen the report and send it again — see sharing reports with borrowers.

Your edits aren't showing on a report you already sent

The report link always serves the current saved version, so save and the borrower's link updates. What doesn't update is the PDF — the file attached to an email is a copy made at the moment you sent it. If the numbers changed, send again.

The email never arrived

You're CC'd on every send, so start there: no copy in your own inbox means it didn't go out. Then check the address on the client's record — the send goes to whatever is there. LendrTech refuses obvious stand-ins like tbd@ or test@ with a message naming the address, because those are real mailboxes belonging to someone else. If your copy did arrive but theirs didn't, it's a spam folder or a corporate filter; the report link works pasted into any message you send yourself.

Plan limits

You can't create another fee sheet, report or template

Saved fee sheets, reports and templates each count toward your plan while they exist, and LendrTech blocks creation at the limit with a notice naming the number. Deleting one you no longer need frees the slot immediately — nothing waits for a monthly reset. Your current standing is on the Billing tab under Saved content. See usage and limits and plans and billing.

Imports are paused for the month

The PDF-import allowance is a separate, monthly meter — it resets at the start of the next month, and failed extractions don't count against it. A full bar on one usage card says nothing about the others.

Signing in

You can't sign in

If the message asks you to verify your email, your account was never activated — use Resend verification email right there. Otherwise use Forgot password? on the sign-in screen; it emails you a working password so you can get back in. Change it afterwards from Settings → Security, as covered in your account and security.

The verification email never arrived

Check spam first. Verification links are good for 24 hours, and an expired one gives you a form to request a fresh link. If you mistyped your address at signup, the “Check your email” screen has an Update email and resend form — no need to start over.

Still stuck

Email team@lendrtech.com and tell us what you were doing, what you expected, and what you saw instead. If it involves a specific fee sheet or report, say which — it's usually the fastest way to a real answer.