Loan Booking app – common errors and quick fixes

Applies to: 

Loan Booking (LBA) production, Chrome/Edge latest, SSO-enabled users 

Pre-checks:

• Use supported browser (Chrome/Edge), VPN connected
• Check known issues banner/status page (if posted internally) 

Common errors and resolutions:

• AUTH-401 (token expired)
  • Sign out; close all windows; relaunch in Incognito; sign in via SSO; retry
  • Clear site cookies/cache if issue persists
• PERM-403 (insufficient privileges)
  • You’re missing the “Loan Officer” or “Booking” role; submit Access Request: LBA > Role Update
  • If you already have the role, sync may be stale: sign out/in; if still failing, request IAM resync
• VAL-045 (required field missing/invalid)
  • Ensure Collateral Type, Rate Plan, Effective Date (YYYY-MM-DD), and Counterparty KYC are completed
  • Re-validate form sections; fix highlighted fields; retry submit
• KYC-1203 (KYC out of date)
  • Open customer record in CRM; update/refresh KYC; return to LBA and click “Sync Customer”
• INT-502/504 (service/backend)
  • Retry once after 60 seconds; if still failing, report incident with HAR and correlation ID 

Steps – standard resolution flow:

1. Note error code and what you were doing (Save vs. Book)
2. Try SSO refresh: sign out → Incognito → sign in → retry
3. If PERM-403: check your role in My Access; if missing, submit a ticket to IT using the Access Request form
4. If VAL-045: complete all required fields; check date/number formats
5. If KYC-1203: update KYC in CRM and click Sync in LBA
6. If INT-502/504: collect HAR, correlation ID, and raise ticket using IT Request form