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Application submission fails with validation errors

Cause One or more required fields, stakeholders, or role-specific attributes are missing or invalid. Resolution
  • Ensure all required business and financial fields are populated
  • Confirm that at least one owner and/or control person stakeholder exists
  • Validate field formats (e.g., dates, identifiers) before submission
  • Review error messages returned by the API for specific field-level guidance
ScenarioBen submits his keyboard business application but receives a validation error indicating “Tax identification number is required”. He updates the application with the underwritingIdentity.taxIdentificationNumber field and successfully resubmits.

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Unable to submit an application

Cause The application is not in the Created state or has already been submitted. Resolution
  • Confirm the current application status using the underwritingApplications query
  • Only applications in Created, Submission Failed, or Submission Invalid states can be submitted
  • Applications in Processing, Pending, or Decisioned cannot be re-submitted
Example: Check application status Query the application to verify its current status before attempting submission.

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Request

query CheckApplicationStatus($input: UnderwritingApplicationInput!) {
  underwritingApplications(input: $input) {
    items {
      id
      applicationStatus
      createdDateTime
      updatedDateTime
    }
  }
}

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Stakeholder updates are rejected

Cause Stakeholders require specialized inputs and must be referenced by their unique stakeholder IDs. Resolution
  • Use the stakeholder-specific input structure for create, update, or remove operations
  • Confirm the stakeholder ID is correct when updating or removing a stakeholder
  • Verify role-specific required fields are present
  • Review the UnderwritingApplicationStakeholderInput documentation
Each stakeholder receives a unique ID when added to the application. Store these IDs if you need to update or remove stakeholders later.

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Application remains in Processing longer than expected

Cause Automated checks or decision components are still running, or an external verification is delayed. Resolution
  • Monitor webhook events for status updates
  • Avoid polling the API excessively
  • If the application transitions to Pending, manual underwriting is required
  • Processing time varies based on the complexity of verification checks
ScenarioBen’s keyboard business application has been in Processing status for 5 minutes. He checks the decision components and sees that bank account verification is waiting for a third-party service response. He waits for the webhook notification rather than polling the API.

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Application remains Pending with no visible progress

Cause Underwriting requires manual evaluation or is awaiting fulfillment of an information request. Resolution
  • Check for active information requests with status REQUESTED
  • Ensure all requested information has been fulfilled
  • Monitor webhooks for updates from underwriting
  • Contact Tesouro support if the application has been pending for an extended period without information requests

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Information requests are not changing the application status

Explanation Information requests are independent objects with their own lifecycle and do not represent an application status. Expected behavior
  • The application remains Pending while information requests are outstanding
  • Once all requests are Fulfilled, underwriting review resumes
  • The application status only changes when underwriting makes a decision
Think of information requests as a communication channel between underwriters and applicants. They don’t affect application status directly but are necessary for underwriting to continue their review.

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Final decision is not received

Cause The application has not yet reached a Decisioned state. Resolution
  • Confirm the application has progressed through Processing and (if applicable) Pending
  • Monitor webhooks for final decision events
  • Only Approved, Declined, or Withdrawn represent final outcomes
  • Check decision components to see if any require manual review

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Still need help?

If you encounter issues not covered here:
  • Review API error responses for detailed messages
  • Ensure your integration is aligned with the documented lifecycle and status model
  • Check the GraphQL schema documentation for field requirements
  • Contact Tesouro support with the application ID and relevant request IDs for assistance
When contacting support, include the application ID, timestamp of the issue, request/response payloads (sanitized of sensitive data), and a description of expected vs actual behavior.