This article outlines the most common issues users may encounter when using the Monevo integration and provides guidance on how to resolve them.
Why Don’t I See the “View Offer” Button?
The View Offer button appears only after Monevo successfully returns loan offer results. If the button is missing, one of the following conditions may apply:
The applicant has not completed the Monevo application
The loan search process is not complete until the applicant clicks the loan search link and finishes the Monevo flow.
No loan offers can be returned without applicant consent.
What to do:
Confirm with the applicant that they opened the email and completed the loan search.
If necessary, resend the request.
The Agent URL was not returned by Monevo
The View Offer button depends on the Agent URL provided by Monevo.
What to do:
Wait a few minutes and refresh the Applicant Profile.
If the issue persists, contact support to verify the integration response.
What If the Applicant Didn’t Receive the Email?
If the applicant reports they did not receive the loan search email:
Verify the email address
Confirm that the email address in the Applicant Profile is correct and properly formatted.
Check for common typos or missing characters.
Ask the applicant to check spam or junk folders
Automated emails may sometimes be filtered by email providers.
Resend the request
After correcting any issues, resend the Monevo request from the Monevo tab.
Why Can’t I Send the Monevo Request?
If the Send Request button is unavailable or does not work:
Ensure all required fields are completed.
Check that required fields marked with an asterisk (*) are not empty.
Verify that the applicant’s email address is valid.
Can I Resend a Monevo Request?
Yes. A Monevo request can be resent if:
The applicant did not receive the email
The applicant did not complete the process
Corrections were made to the applicant’s information
Who Should I Contact for Support?
If issues continue after completing the troubleshooting steps:
Contact your system administrator to review configuration and permissions.
Reach out to your support team to verify the Monevo integration response and returned URLs.
Provide the following details when requesting support:
Applicant name
Date and time the request was sent
Description of the issue encountered
Helpful Tips
Always review applicant information before sending a request.
Confirm applicant participation early to avoid delays.
Refresh the Applicant Profile after the applicant completes the Monevo process.