• The link you sent me for password reset doesn’t work, what do I do?

  Please request a new link — if that doesn’t work, hit us up on live chat.Some readers

• How do I create a PDF?

  Turning your docs into easy-to-upload PDFs only takes a few seconds. Just follow these instructions for Windows and Mac. Print to PDF (Windows) Open a file in a Windows application. Choose File Print. Choose Adobe PDF as the printer in the Print dialog box. To customize the Adobe PDF print setting, click the Properties (or Preferences) button. In some applications, you may need to click Setup in the Print dialog box top open the list of printers, and then click Properties orFew readers

• What is PDF format?

  PDF format is a document storage format that is recognized by our software.Few readers

• Your automated password reset isn’t working after hours, what should I do?

  Try the reset once more, if that doesn’t work please send a chat request through for help, we’ll get in touch with you as soon as we’re online.Few readers

• What should I do if the screen is frozen?

  If there’s a lot of info requested, some pages can take a little while to load. If the screen doesn’t free up, just close and reopen — you’ll pick up right where you left off.Few readers

• What type file format can I use (i.e. PDF, PNG, TIF, JPG etc.)?

  In the application, you can only use PDF docs. Once you’re purchase or refi-ready, you can upload any image file including png and jpegs.Few readers

• I made a mistake and need to go back, but the website is timing out — what do I do?

  Log back into your account and check the ‘Your Loan’ section — it’ll let you start where you left off.Few readers

• Why can't I see my purchase-ready approval letter?

  If you’ve got a purchase-ready approval letter but can’t view it, your browser may not support it. So just get in touch with your Loan Guide and they’ll email you a copy.Few readers

• I don’t see an option to go back in the application, how do I do that?

  In most parts of the application, you can go back by hitting the arrow on the top left of the screen. But you won’t be able to go back in some of the steps that use third party integration. The best thing to do in that case, is get to the index page (they’re the numbered screens at the start of each section) and then choose the section you’d like to go back to.Few readers

• I have a question but do not speak english — can you help me?

  We only have english speaking support staff available. If you can, call us when you have someone available to help translate.Few readers

• I can’t log in with my new password and I’ve forgotten my old one, what do I do?

  You can always click the ‘forgot password’ link. If that doesn’t work, someone can help you on live chat.Few readers

• Is your support team located in the US?

  Yup, we’re a US-based direct lender and all of the folks working on your application are based here in the States.Few readers

• Which web browser should I use for the application?

  Our application is best enjoyed using Google Chrome or Safari on either desktop and mobile devices.Few readers

• Why is a field not catching my information that I've entered? (i.e. first name of my co-buyer)

  That usually happens because your answer may not be valid — so for example, the date of birth you entered may tell us you’re under 18. The best thing to do is double-check all your answers. If you’re still having troubles, hit us up on our live-chat.Few readers

• Your tech people are unavailable, what do I do?

  Please send a chat request through for help, we’ll get in touch with you as soon as we’re online.Few readers

• Does the system save where I left off?

  Yep! Our system is designed to auto-save so you can come back and pick up where you left off just by logging in to your profile.Few readers

• I’m having technical issues after business hours, what should I do?

  Please send a chat request through for help, we’ll get in touch with you as soon as we’re online.Few readers