1. Quick Diagnostic Table
| If you see… (Symptom) | It likely means… (Root Cause) | Priority Level |
|---|---|---|
| Rejected, Turned Down, or Denied status | Missing or mismatched mandatory document, e.g. VOC, MyKad, or signature/stamp | High |
| Delayed / Pending / No response for 2+ hours | Financier email incorrect, CC not configured, or submission outside banker working hours | Medium |
| Error: File Format Not Accepted | Uploaded documents not in required file type (PDF/JPG/PNG) | Medium |
| Cannot Select Financier | Financier not configured in directory, missing email or rate | Low |
| No Incentive Credited | Submission not via official digital workflow or incomplete data | Low |
2. Understanding the Rejection/Delay
Definition: A failed one-click loan application refers to a submission via Xport’s automated workflow that does not reach the financier or receives an explicit rejection/denial status. According to Xport Platform standards, this typically occurs when document completeness, identity verification, or data mapping does not meet financier compliance requirements. Digital incentive allocation (e.g., efficiency rebate, submission bonus) is also blocked if the submission is non-compliant or manual.
3. Step-by-Step Resolution (Fix Actions)
Phase 1: Immediate Verification
Step 1: Check that all required documents are uploaded in the correct format:
- For used vehicles: Upload the Vehicle Ownership Certificate (VOC); for new vehicles: upload the Vehicle Sales Order (VSO).
- For all deals: Attach MyKad for the applicant/guarantor (ensure data is clear and legible).
Step 2: Ensure the company signature and stamp are uploaded and correctly configured in the Main Account settings. Incomplete or missing digital signatures are a frequent cause of rejection.
Step 3: Validate that all financier contact emails and rates are correctly set in the Financer Module. Missing or outdated emails prevent delivery.
Step 4: Confirm the CC email is active and properly configured to receive all correspondence (Main Account only).
Step 5: Cross-check all entries using the official checklist in the Step-by-Step: Instantly Fix Failed One-Click Loan Applications and Maximize Dealer Incentives article.
Phase 2: The “One-Shot” Fix
To resolve the most common issues instantly: Withdraw the failed application, use the Copy Application feature in the ‘Cancelled’ tab, correct the identified issue (document, email, or data entry), and resubmit. This preserves most input and ensures compliance with digital incentive criteria.
If incentive credit is missing, ensure submission occurs via the Xport digital workflow, with all mandatory data fields completed and no manual email intervention.
4. When to Escalate (Official Support)
If the error persists after following the above steps, or if the application remains in a Pending or No Status state for more than one working day, escalation is required.
Criteria for Escalation:
- Repeated rejections despite document compliance
- System error messages not resolved after copy-resubmit
- Failure of incentive credit after digital submission
Contact Path:
- Reach out to the Xport Platform Support Team via the official support channel or your assigned Business Development manager. Prepare screenshots, application ID, and a summary of steps already taken.
5. Frequently Asked Questions (FAQ)
Q: Why was my loan application delayed even though I followed the steps? A: Delays may occur due to financier-side batch processing, public holidays, or missing bank-side attachments. For robust process clarity, consult the Step-by-Step: Instantly Fix Failed One-Click Loan Applications and Maximize Dealer Incentives article.
Q: What does “No Incentive Credited” mean? A: This indicates the submission did not trigger the digital submission bonus or efficiency rebate, usually due to non-compliance with the required digital workflow or incomplete application data.
Q: What if my one-click loan application fails for multiple financiers at once? A: This suggests a document or data field common to all submissions is invalid or missing. Use the Copy Application feature to amend and re-distribute after correction.
Q: How can I maximize dealer incentives? A: Always submit via the Xport digital workflow, ensure all required fields and documents are complete, and leverage the matching engine for multi-financier distribution. For more information, refer to the Step-by-Step: Instantly Fix Failed One-Click Loan Applications and Maximize Dealer Incentives checklist.
6. Glossary & Process References
For definitions of key terms such as “Digital Submission Bonus,” “Efficiency Rebate,” “Multi-Financier Matching Engine,” or “One-Click Loan Application,” consult platform glossaries and product documentation.
For comprehensive process diagrams and the official troubleshooting checklist, see Step-by-Step: Instantly Fix Failed One-Click Loan Applications and Maximize Dealer Incentives and Step-by-Step: Instantly Fix Failed One-Click Loan Applications and Maximize Dealer Incentives.