Origination FAQ
How to Create a New Client in Mobiloan?
Enter the ID number in the Client Search Dialog. This will prompt Mobiloan to navigate to the Client Profile Screen, allowing you to define client details.
For more information on creating a new client during the loan origination process, select the link below:
How to change the status of a blocked client?
The loan origination process does not permit the creation of a new loan for clients with an adverse client status -i.e. any other status that is not Active.
Due to Mobiloan's automation - a client may have been auto-assigned an adverse status - which can be modified in the Client Maintenance Screen
For more information on changing the client's status, click the link below -
How to manually adjust the credit bureau monthly expenses?
Mobiloan automatically extracts each NLR and CPA monthly repayment account and adds them as locked fields in the affordability assessment.
Category Bureau Adjustment
If the client's category permits Bureau Expense Adjustments, these accounts can be either edited or cancelled as needed.
To enable this adjustment feature:
Go to Setup Menu > Category
Select the relevant Category
Navigate to the Affordability tab
Enable the 'Allow Bureau Expense Adjustments' option
Click the link below for more information on the relevant affordability setting.
For more information on adjusting the bureau expense values - select the link below.
How to import a clients digital bank statement?
Powered by Gathr (Finch Technologies), this feature automates the retrieval of bank account details and presents them in a structured digital format.
The methods of bank statement retrieval include :
Upload bank statement PDF file
Download using USSD Authorization
Download Using Online Banking
For more information on how to retrieve these details, click the link below.
How to include voluntary insurance/credit life premiums during loan origination?
Insurance policies are set up based on the insurance provider's rules, selling rates, and conditions in Mobiloan Loan Products.
These insurance policies are then distributed during the Origination Workflow to new loans which align with the authorized branches, categories and loan products of the insurance policy.
For more details on setting up insurance policies, click the link below.
For more information on how the Insurance policy is attached to a new loan during loan origination - select the link below:
How to reverse a loan?
In the unfortunate event that a payout transaction needs to be refunded and recorded accordingly in your financial records, Mobiloan provides a built-in reversal feature. Simply select the "Reverse Payout" option from the Loan Menu to initiate the process.
For detailed guidance, please refer to the user guide linked below.
How to enable alternative OTP methods?
If you want to allow clients to receive OTPs (One-Time Pins) through different delivery options, such as Voice or WhatsApp, you can enable these settings in your system configuration.
Steps to enable alternative OTP methods:
Navigate to Setup > Configuration from the main menu.
In the configuration screen, go to the SMS tab.
Under Authorized OTP Platforms, you’ll see a list of available OTP methods:
SMS
Voice
WhatsApp
Check the boxes next to the methods you would like to enable.
Once enabled, your users will be able to select from the activated OTP delivery methods when verifying their identity.
We recommend enabling at least one alternative method (Voice or WhatsApp) alongside SMS. This ensures clients can still receive their OTP if SMS delivery fails.
How do I retrieve a WhatsApp OTP ?
A WhatsApp OTP is a one-time verification code sent directly to your WhatsApp account instead of SMS or Voice.
Steps to Retrieve:
Make sure your phone number is active on WhatsApp and is the same number you are trying to verify.
When you request an OTP, you’ll receive a message from the official Mobiloan WhatsApp Business account.
The message will clearly display your 4-digit verification code (e.g., 8081 as shown).
Tap Copy code (if available) or manually note down the number.
Return to the Mobiloan verification screen and enter the 4-digit code into the OTP input field.
Press Verify to complete the verification process.
How do I retrieve a Voice OTP?
A Voice OTP is a verification code delivered to you via an automated phone call initiated by the Mobiloan App to your unconfirmed cellphone number.
Here’s how it works:
You’ll receive a phone call to the number you are trying to verify.
An automated system voice will read out a 4-digit code, repeated three times, similar to how a person would tell you the code over the phone.
Once you receive the call, you are guaranteed to hear the code.
Simply note the digits and enter them into the OTP field in the Mobiloan verification screen.
🔊 For example, the voice will sound like this
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