Intermediary FAQs

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  • How do I log in to the application portal for the first time?

    Full details on how to register on the portal can be found in our user guide here.

  • How do I reset my password if I cannot log in?

    Click on the Forgot Password? link on the login page and follow the instructions.

  • Which authenticator app should I use to scan the QR code?

    You can use the authenticator app of your choice.

  • What is the correct page to bookmark for future access (e.g. intermediary dashboard)?

    You should bookmark https://hello.skiptoninternational.com/intermediary-dashboard.

  • What should I do if I receive an “Your sign-in has timed out” error message?

    You should close down your browser, open up a fresh browser window and try logging in again.

  • What should I do if the portal is not working or is unavailable?

    If you are having trouble accessing the portal, please contact the Mortgage Sales team.

  • Who can register to use the broker portal?

    Any individual working for a company registered with Skipton International can register to use the broker portal.

  • What information do I need to register for the portal?

    You will need to provide your email address, first name, and last name and already have registered on eMortgages.

  • Can non‑brokers (e.g. administrators or case handlers) register for the portal?

    Yes, non-brokers such as administrators or case handlers can register, provided they are part of a Skipton International registered company.

  • How do I create an Agreement in Principle (AIP)?

    You can create an AIP either via the link on our website or by using the link available within the broker portal.

  • How do I convert a lead into a case?

    Once an AIP has been created, it will appear under “Latest Leads” in the portal. From there, you will have the option to select “Create a Case.”

  • What should I do if a change of application is required (e.g. sole to joint)?

    If a change is required, you will need to create a new AIP and then convert the lead into a new case as outlined above.

  • Are any fields locked once a lead has been converted into a case?

    Yes, certain fields, such as personal details, may be locked once a lead has been converted into a case. If any of these details need to be amended, you may need to create a new AIP and case.

  • Are products determined based on the date and time of submission?

    Yes, products are based on the date and time of submission. However, if rates are reduced prior to the issue of an offer, the lower rate will be honoured if requested.

  • What happens if a product is withdrawn before I submit my application?

    This will depend on the specific timing and circumstances, however the application will generally need to be submitted to secure the rate. Please contact the Mortgage Sales team for guidance.

  • What is the minimum submission requirement before I can submit an application?

    Full details of the minimum submission requirements can be found on our website.

  • Do minimum submission documents need to be uploaded in specific sections of the portal?

    Yes, required supporting documents are outlined within each relevant section of the portal. You will not be able to submit a case until all required documentation has been provided.

  • How do I upload documents to the portal?

    There are a number of sections in the portal where you can click on a button to upload a document.

  • What document formats are accepted by the portal?

    You can upload images and pdfs.

  • What should I do if I upload an incorrect document?

    Please contact the Mortgage Sales Team by telephone or email, and they will advise on the next steps.

  • Can documents be deleted once uploaded?

    No, documents cannot be deleted once they have been uploaded. Please refer to the guidance above.

  • How do I upload documents after an application has been submitted?

    You can add more documents to any of these sections of the application after you have submitted it. Simply open up the application in the portal, navigate to the appropriate section and upload the document.

  • Where should the postcode be entered for non‑UK or manual addresses?

    A postcode is not required for non-UK or manually entered addresses.

  • Why does an error message still appear after I think I have corrected the issue?

    If the error message persists after correction, please contact the Mortgage Sales team for assistance.

  • Do I need to resubmit the application after correcting an error?

    Yes, you would need to resubmit the application after correcting the error. If there are further errors, the portal will highlight them.

  • Can a case be deleted once it has been submitted?

    No, submitted cases cannot be deleted on the portal. Please contact the Mortgage Sales team for assistance.

  • What should I do if a client no longer wishes to proceed?

    If the application has not yet been submitted, you can delete the case within the portal. If the application has already been submitted, please contact the Mortgage Sales team.

  • Who has visibility of leads within a brokerage?

    All registered staff

  • Who can work on cases in the portal?

    All registered staff

  • Will brokers have visibility of cases submitted under their brokerage?

    At present, brokers will only have visibility of their cases only. However, brokers have visibility of all leads under their brokerage.

  • Who should I contact for help or support?

    Mortgage sales team

  • How do I register or escalate a complaint?

    Mortgage sales team or complaints directly via complaints@skiptoninternational.com