Problem: You go into application detail and try to click on any information but Decipher won't let you view/edit anything. You seem to be locked out. 

Why is this happening? The issue most commonly happens when suddenly there is a change made to business owner roles and the application has no one assigned as a primary contact. Decipher automatically assigns the original business owner that applied as Primary Contact. Our platform requires that someone is assigned as primary contact at all times to an application. This is because any documents associated or other actions in Decipher are associated with business owners and their applications.
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Troubleshooting

🔎 Step 1: Look to see if the Primary Contact is missing from the Application. The primary contact name is displayed at the Upper Top Left corner of the Application. If this is Blank, that's the issue you need to correct. 

➡️ Step 2: Navigate to Clients and locate the business owner names.  

Step 3: Click the Edit button 

Step 4: Scroll down and select "Contact Role" 

Step 5: Assign as "Primary Contact" and click Submit.  

Step 6: Take a moment to Edit the other business owners/contacts and ensure they have the correct roles assigned and modify as necessary. There must only be one Primary Contact per application. 

🎉 Success!! Now return to the Application and you should no longer be locked out. If you continue to experience difficulties, please contact support.