How to use the Washington Trust Mortgage Portal – video walk-throughs

Using the Washington Trust Mortgage Borrower Portal

Working with Washington Trust Electronic Documents & eSigning 

How to create your Washington Trust Portal Account and Apply online

 

Received an invitation to eConsent or sign disclosures and you don’t have a Portal account?

 

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.

 

1. Apple Devices: Action Needed before we can loan the page!
   1. Go to Safari Privacy Settings
   2. Turn off “Prevent Cross-Site Tracking”
   3. Refresh the page.

2. After I log on to the Portal its asking for an Auth code. What is my Auth Code?

   1. You will be prompted to provide a security code at initial login. This code is the last 5 of your social security number unless specified otherwise
3. ???????When I click on the Disclosure invitation link on my iPhone I am getting the error: Action needed before we can load the page!
   1. ???????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:
   2. 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:
4. ???????Why does the Portal page not have an option to Login? It is only showing two links to this Portal FAQ page.
   1. ???????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.

   2. 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”

   3.  

      Clicking on this red X will display the following window in Google Chrome

   4.  

       

      To allow the portal to function correctly you should select “Always allow JavaScript” for our site.

   5. Click Done when finished. You may need to close and re-open your browser for this update to start working

5. The Portal page shows a large white box where the Log In window should be.

   1. 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.washtrust..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):

   2. To allow cookies, click on the icon then choose “Always allow…” and then click Manage.

   3. 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.

   4. Close the Settings tab, then refresh the page to reload the site with the updated settings

6. Clicking on Documents in the GoPrime Mortgage Portal will not open.

7. I’m trying to upload documents and getting an error

   1. 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.washtrust.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

8. 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 ....”

   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)

9. ???????