How to use the GoPrime Mortgage Portal – video walk-throughs
Using the GoPrime Mortgage Borrower Portal *
Working with GoPrime Mortgage Electronic Documents & eSigning *
*Please note these videos provided by our portal provider and use a fictious company called Rosewood Lending. The authorization code step now happens before you can view your Loan Task List.
How to create your GoPrime Mortgage Portal Account and Apply online:
Applying for the first time and creating a new account
Received an invitation to eConsent or sign disclosures and you don’t have a Portal account? :
How to create your GoPrime Mortgage Portal Account
How to create your GoPrime Mortgage Portal Account with a co-borrower
Having an issue with the GoPrime Portal? Check out these common issues.
To use the GoPrime Mortgage Borrower Portal, we recommend the web browser on your computer or device is up to date, JavaScript is enabled, Cookies are allowed and pop-ups are allowed for goprime.com. This will help ensure that the Portal functions correctly.
Failed to read the ‘sessionStorage’ property from ‘Window’: Access is denied for this document.
This error is typically due to third-party cookies being blocked in the user’s browser. It appears something (browser setting, company firewall, computer security settings) is blocking access to the embedded loan application window. We recommend trying a different browser, or using a different network, or possibly trying from a phone or tablet in case it’s a security setting on a company-provided device.
To use the GoPrime Mortgage Application Portal we recommend that the web browser on your computer or device is up to date, JavaScript is enabled, Cookies are allowed and popup blockers are disabled for goprime.com. This will ensure that the Portal application function’s correctly.
Our Portal provider also uses these third party cookies:
https://[*.]prod.northstar.ellielabs.com:443
[*.]northstar.ellielabs.com
[*.]ellielabs.com
https://[*.]idp.elliemae.com:443
The following link will provide instructions for allowing third party cookies in Google Chrome:
Apple Devices: Action Needed before we can load the page!
On Apple Devices, your browser is blocking third-party cookies. To Continue to use the GoPrime Application you will need to:
- Go to Safari Privacy Settings
- Turn off “Prevent Cross-Site Tracking”
- Refresh the page.
NOTE: In some cases the browser being used is embedded into your phone’s e-mail app and is mimicking Safari. In this case, you should see an icon at the top or bottom of the window that has the Safari “compass” icon. Click on this to open the portal link in the actual Safari app instead of the embedded browser, and as long as you have followed the instructions regarding “Prevent Cross-Site Tracking” you should be able to access your portal.
After I log on to the Portal its asking for an Auth code. What is my Auth Code?
You will be prompted to provide a security code at initial login. This code is the last 4 of your social security number unless specified otherwise.
When I click on the Disclosure invitation link on my iPhone I am getting the error: Action needed before we can load the page!
This is a new issue since the iOS14 update, if you click on the link in the Gmail App it will automatically open the Google Chrome browser and show you this error:
The error message tells you to update your Safari settings but that is not the problem. You will need to update the settings for the Chrome app. On the iPhone in settings find Chrome and update your settings to default to the Chrome browser and Allow Cross-Website Tracking:
Why does the Portal page not have an option to Login? It is only showing two links to this Portal FAQ page.
If you are seeing this when you try to access the Portal page, your web browser is likely blocking JavaScript or cookies. To allow cookies, look at the entry below this one.
On Google Chrome you may notice that something was blocked, mousing over this red X will show you that “JavaScript was blocked on this page”
Clicking on this red X will display the following window in Google Chrome:
To allow the https://www.goprime.com/portal to function correctly you should select “Always allow JavaScript” for our site.
Click Done when finished. You may need to close and re-open your browser for this update to start working.
The Portal page shows a large white box where the Log In window should be.
Another possible issue is that your browser or an extension is set to not allow cookies. In order to see the Portal frame on the page, you need to allow cookies for both https://www.goprime.com and https://prod.northstar.ellielabs.com.
If you are viewing the portal page in Chrome and not seeing the Log In section, look in the address bar at the top for the following indicator. Hovering over it will show the issue found on the site (in this case, an issue with cookies):
To allow cookies, click on the icon then choose “Always allow…” and then click Manage.
To add https://prod.northstar.ellielabs.com to the allowed list, in the Allow section, click Add then enter https://prod.northstar.ellielabs.com and click Add again.
Close the Settings tab, then refresh the page to reload the site with the updated settings.
Clicking on Documents in the GoPrime Mortgage Portal will not open.
Your browser is likely blocking pop-ups. Most browsers will prompt you to allow them when blocked, but you may need to manually update settings. Here’s how…
Mobile – Safari Browser:
Click here.
Desktop – Safari Browser:
Click here.
Desktop – Google Chrome Browser:
Click here.
I’m trying to upload documents and getting an error.
If you are getting errors uploading documents, it could be one of the following:
– The file is larger than 15MB
– You need to clear your browser cache (Clearing Cache in Chrome, Clearing Cache in Internet Explorer)
– Your browser does not allow cookies on the pages required for the Borrower Portal (see instructions below)
Allowing Cookies in Chrome
In order to see the Portal frame on the page, you need to allow cookies for both https://www.goprime.com and https://prod.northstar.ellielabs.com. If you are viewing the portal page in Chrome and not seeing the Log In section, look in the address bar at the top for the following indicator. Hovering over it will show the issue found on the site (in this case, an issue with cookies):
To allow cookies, click on the icon then choose “Always allow…” and then click Manage.
To add https://prod.northstar.ellielabs.com to the allowed list, in the Allow section, click Add then enter https://prod.northstar.ellielabs.com and click Add again.
Close the Settings tab, then refresh the page to reload the site with the updated settings.
I forgot my Portal User ID. How do I find it?
The simplest way to locate your username is via the verification email you received when you created the account. The email will come from noreply@elliemae.com and have a subject of “Verify your email address. You are one step away.”
In the body of the email you can find your username near the bottom…
“Your username(s) are username and the website to access is https://www.goprime.com/
If you no longer have this verification e-mail, you can visit the portal and click on ‘username’ in the Log In window below the button.
NOTE – You will need to know the exact way you entered the First Name and Last Name (e.g. if your account has a First Name of ‘Jim’ and you search for ‘James’ it will not be found, even if the e-mail address is correct)
I’m trying to login to the GoPrime Mortgage Portal on my mobile device gives me a blue screen Page Expired cookie error.
Mobile – Safari Browser:
If you are getting a “Page Expired” error in Safari after logging into the portal…
You need to Clear History and Website Data located in Settings > Safari. Please note this will clear your Safari search history and cache for previously viewed websites.
I created and verified my account but I don’t see my loan?
After I log into the Portal, this is all I see…
Locate the email you received with a subject of either “Electronic Disclosure Invitation” or “Electronic Signature Consent for Loan Documents” and click on the Portal link in the email (A), then click Continue to Portal (B) and login with your account (C) and you will then be prompted to enter your authorization code (D).
Steps below are shown for the ‘Electronic Disclosure Invitiation’…
A. Find your disclosure invitation and click the portal link. Note that the e-mail will be addressed in the first line to an individual borrower. If you have a co-borrower, they will have a separate email addressed to them with a unique link.
B. Click ‘Continue to Portal’ on the Portal popup.
C. Login with your username and password
D. Enter your Authorization code to complete linking your account to your loan.
E. If you have a co-borrower they will need to complete the same process so they can eSign disclosures.
My authorization code is not working, what do I do now?
You will need to contact your Loan Officer to verify your authorization code.
I was able to esign my disclosures but my co-borrower does not know what to do.
Your co-borrower received an email just like the one you received. Have the co-borrower find their email, click on the link in the email, choose Continue to Portal, create an account, verify their email address, and then login to their account which will connect their account to the loan file.
NOTE – if both borrowers are using the same e-mail address, the invitation e-mails may be ‘nested’ in your e-mail inbox. This is the default for GMail. Each e-mail will be addressed to an individual borrower in the first line. The videos at the bottom of this page may help further.
I was able to eSign, but the Print and Sign docs will not open.
Your browser is likely blocking pop-ups. Most browsers will prompt you to allow them when blocked, but you may need to manually update settings. Here’s how…
Mobile – Safari Browser:
Click here.
Desktop – Safari Browser:
Click here.
Desktop – Google Chrome Browser:
Click here.
I cannot login with my email address and password.
Our Portal login is based on username, not e-mail address. If you forgot your username or password you can click on the appropriate option in the “Forgot your username or password?” prompt on the GoPrime Mortgage Portal page.
My Portal just says “Hello, (My Name)!” and does not show anything for my loan.
After I log into the Portal, this is all I see…
Locate the email you received with a subject of either “Electronic Disclosure Invitation” or “Electronic Signature Consent for Loan Documents” and click on the Portal link in the email (A), then click Continue to Portal (B) and login with your account (C) and you will then be prompted to enter your authorization code (D).
Steps below are shown for the ‘Electronic Disclosure Invitiation’…
A. Find your disclosure invitation and click the portal link. Note that the e-mail will be addressed in the first line to an individual borrower. If you have a co-borrower, they will have a separate email addressed to them with a unique link.
B. Click ‘Continue to Portal’ on the Portal popup.
C. Login with your username and password
D. Enter your Authorization code to complete linking your account to your loan.
E. If you have a co-borrower they will need to complete the same process so they can eSign disclosures.
I have multiple loans with GoPrime Mortgage, do I need multiple Portal Accounts?
No, you only need to have one account. Clicking on the the unique link that was sent to you for each of your loans and logging in with your portal account will connect your loans to your Portal account.
The link in the “Electronic Disclosure Invitation” or “Electronic Signature Consent for Loan Documents” will look like this:
It will also appear in most messages sent via Encompass as “CLICK TO LAUNCH THE SECURE
BORROWER PORTAL” and clicking on the link takes you to the goprime.com Portal page.
Help Videos
We provided one e-mail address for both borrowers…
Are you using the same email address for the borrower and co-borrower on your application?
We only received one disclosures or eConsent invitation…
Did you only receive 1 invitation email for disclosures and you are sharing the same email address for your co-borrower?