FAQ | Frequently Asked Questions

Pls find the revert on queries with solution and these should be helpful if files stuck under LSQ to resolve
at your side only without taking help from others.

These should be printed and pasted in front on the BSMs and FSOs desk.

1. Unable to upload PAN card in mobile. Application crashes the application form during document up
load. This is specific to device.

Solution: This is device related issue so FSO need to uninstall and install again LSQ CRM Mobile App
then you will not get this issue. You will be able to successfully upload documents through “Take a
picture” or “Browse through Gallery”.

2. Unable to generate the CAS ID/ Proposal Number / APHL Number?

Solution: Please ensure that FSO has to wait for 2 minutes after trigger the “Login to CAS” and save the
form. If still CAS ID not generated, then you have to check the error received from finnone for CAS ID
generation under App Status -> Login to CAS Error value

NOTE: CAS ID generation means you must push all required data from LSQ to Finnone and get the
Finnone CAS Application ID in return which is used to push documents.

3. CIBIL Report not generated

Solution:

Please re-validate all data (specially first name, last name, address line 1) entered of main applicant and
co-applicants where CIBIL reports not generated before re-generate the CIBIL Report.

Please generate the CIBIL report for concern persons only. Currently we have observed that FSOs are
generating the multiple CIBIL Reports for same person and due to CIBIL score of our customers are
reducing. Please make sure that you will not generate the CIBIL report for person if already generated.

NOTE: If still CIBIL Report not generated then FOS/BSM can view the CIBIL Error received from
Transunion under Bureau Verification -> CIBIL Error text box under stage 11.
NOTE: Please do generate the CIBIL reports single time.
 FAQ | Frequently Asked Questions

4. Can we select “Yes” for PAN Report, CIBIL Report, Login to CAS, Documents Push together and save
the form?

Solution: No, you must generate and validate following once at a time one by one in sequential order.

1. Please generate and Validate PAN Report only when you PAN details are correct as per Karza records

2. Please generate and Validate the CIBIL Reports only after generating/validating the PAN Report.

3. Please ensure that FOS should generate the CAS ID if following 6 items are ready, otherwise case
will be rejected from credit team.

3.1. IMD received from customer.

3.2. All mandatory documents are complete in physical file e.g., KYC, Banking, Income and property
documents etc.

3.3. PAN Report generated in LSQ Application Form.

3.4. CIBIL Reports generated for main applicant and co-applicants in LSQ Application Form.

3.5. Correct product type is selected.

3.6. Physical file is ready to submit to BCM.

4. Please ensure that FOS must push all documents from LSQ to Finnone through “Documents Push”
trigger only after generating the CAS ID since PAN report and CIBIL Reports are mandatory for
underwriting for Credit Team.

5. How to re-login the cases which rejected from Finnone with reason as System Auto Rejected

Solution: FOS needs to re-login the file through add new activity in same existing Lead number.

Please do not create new lead since lead is already created. 1 Lead created for 1 customer for 1 PAN
Number.

Stage: CANCEL on -KYC which you can check under Finnone Reverse Update section through Activity
History tab. | Reason - Auto Cancel by System.

NOTE:

1. Please take Continues Follow-up with BCM after file submit

2. Please request to move file from KYC to DDE stage

 FAQ | Frequently Asked Questions

6. How to relogin the file for rejected cases?

Solution: FOS needs to re-login file through manage activity history ->
add activity. Please do not edit the rejected application.

NOTE: Please do not create the leads for rejected cases. FOS has to go existing lead and then add
activity.

7. How to re-login file through Add Activity in existing Lead number

Solution: By clicking on add new activity in same lead number.

8. What should I do if Unable to submit the application after adding all details due to pin code
mapping error?

Solution: Please raise the Incident ticket and share the Lead number along with
screenshot of issue on PSD Portal. Also, please attach the Address proof document in PSD ticket.

9. How to push documents after CAS ID generation?

Solution: Please push the documents within 30 minutes after CAS ID generation through Documents
Push dropdown which is mandatory. If you did not pushed the documents then you case will be rejected
by credit team during underwriting.

Finnone system does not allow to receive the document after DDE stage.

10. BT Top up file

Solution: Please first create the file using HL + BT and then create second application using LAP
(Product type) +Top up(Scheme) combination

11. What should I do if CAS ID does not generated and even there is no error message display in "
App Status -> Login to CAS Error value "

Solution: Please raise the Incident ticket with Lead number in PSD portal through your BSM along with
screenshot.
 FAQ | Frequently Asked Questions
12. What should I do if Unable to create new application due to PAN error

Solution: We have observed that you have to go and edit the existing Active application to perform
other pending work. You don’t have to create new application since already 1 application is Active which
you can view under Activity History -> Filter from right top corner -> Select the Housing Loan to view the
all created applications under your lead.

NOTE: Please contact to your BSM so they he can help you by rejected the duplicate application created
by you by mistake. There should be only 1 active application for each leave except Top case.

13. If i entered the wrong PAN number during the create the lead then how can correct the PAN numb
er.

Solution: Yes, you can correct the PAN or any other details before CAS ID generate by edit the form thro
ugh activity history.

14. How can i add a new co-applicant for the case where CAS ID generated?

Solution: Please connect with BCM so that he can add a new co-applicant in Finnone system.

15. Prevalidation errors - Please recheck and select the correct Date of Birth/Incorporation in date pic
ker calendar.

Solution: Date of birth range should be in between 18 years - 80 years. If still date of birth is as policy
and you are getting the error during form save then your BSM should raise the incident in PSD portal
along with lead number, screenshot.

16. How to reject the application by BSM/CSM through LSQ Web/Laptop in case duplicate applications
created by FSOs?

Solution: Go to Leads -> Manage Activities -> Search the Activity by Lead number -> Select the
Application which needs to reject -> Reject the activity through Actions -> Bulk Update.
URL: https://in21.leadsquared.com/

17.How to download the sanction letter in Mobile CRM for cases which are in post approval finnone
stage?

Solution: Yes, you can check and view/download the sanction letter under Application details ->
Sanction Letter.

18.How to check the status of my cases in finnone?

 FAQ | Frequently Asked Questions
Solution: FOS must use the available SmartView in LSQ Mobile App to check your cases stuck in KYC,
DDE, Credit Approval, Post Approval, Rejected etc. stage. Accordingly, you can take follow-up and take
action for your all cases.

19.How FOS can view the all sales visit through smartview in LSQ Mobile App

Solution: Yes, you can view all sales visits through SmartView in LSQ Mobile App.

20. How CIBIL report generated for co-applicant if they don’t have the PAN details

Solution: Currently CIBIL report generated based on mobile numbered entered for Co-applicants. Also
you have to provide the Form60 for co-applicant who don’t have the PAN details.

21. How to re-assign lead with another FOS to re-login the file for previous rejection case?

Solution: You have to go “Quick Lead Add Form” and go to bottom – Lead Share section. You have to
select the Housing Loan in Type of Loan dropdown. You have to enter PAN number. You will get the blue
link as “Share Lead”. You have to click on button named “Shared Lead”. You will receive the message as
“Lead Shared successfully”. You have to close the “Quick Lead Add Form”. You have to wait for 2
minutes.

You have to refresh the leads. Please search the lead by customer name.

You have to go inside the lead and then you have to click to “ADD ACITIVYT” to re-login the file through
“Create HFC Form”.

22. Can we generate the CIBIL report of Co-applicants if they don’t have the PAN card?

Solution: Yes, system allow to generate the CIBIL after selecting the Form 60 of co-applicant. Please
ensure that co-applicant 1 should contain the Mobile Number. CIBIL report generate based on Mobile
number of co-applicant in case Form 60 selected.

NOTE: Please ensure that first name and last name should contain only single word. For example

First name: Anil

Last name: Bohare

Please make sure that If co-applicant don’t have Last name then you need to enter the
Husband/Father’s first name under last name of co-applicant.
 FAQ | Frequently Asked Questions

Please make sure that you will not use the following words in their names for co-applicants if they don’t
have PAN card. E.g., God/Goddess names e.g., Ram, Shankar, Bai, Parvati etc.

23. What are the top 10 reasons behind case rejected by Credit Team in Finnone?

Solution: Please find top 10 reasons for cancellation or rejected your LSQ Application by credit team
from Finnone.

• Auto Cancel by System. (If Credit Team does not pick up within 8 days after CAS ID generated)
• Wrong data entry
• File not received.
• Customer NI
• Cibil reject.
• Unsatisfactory PD
• Incomplete documentation
• Income norms not met.
• Eligible LA below norms
• IMD not received.

23. For what type of issues BSM must create incident ticket in PSD Portal?

Solution: BSMs must create new incident in following scenarios/cases/issues

• If user is not able to sign-in in LSQ application using email

• If user is not receiving the OTP on Email/SMS to sign-in in LSQ application
• If FSO is not able to validate the PAN Details
• If FSO is not able to find onboarded connector or DSA during application creation for your
Branch
• IF FSO is not able to save the application form due to any error during saving the form
• If FSO is not able to find city and state for your entered Pincode
• If FSO is not able to generate the CAS ID and Login to CAS Error does not find in App Status tab
• If FSO is not able to generate the CIBIL report and CIBIL Error does not found in Verification tab
•
FAQ | Frequently Asked Questions