Q: Why can’t I download Escrow Analysis for a loan?
A: It’s possible that no analysis has been run on your escrow accounts (true if your loan was issued less than one year ago), or you do not have escrow accounts associated with this loan. If neither of these cases apply, please contact support.
Q: Why do I get an error when I try to connect a loan to my profile?
A: Please double check your information, it’s required that the Loan ID and Tax ID fields match exactly. If you’re sure the information you entered is correct, please contact support.
Q: How do I change my email address?
A: WD Suite Servicing does not currently support email address changes. You can make a new account with your new email address, then connect your loans on your new account. If you require assistance moving over a large number of loan connections, please contact support.
Q: When I send a coworker a link to loan information, they are unable to see loan details. Why is this?
A: Please make sure that your coworker has connected that loan to their profile, all users are only able to see loans they have added to their account.
Q: I emailed support, when can I expect a response?
A: We try to respond to every request within 2 business days. Please note that during times of high traffic, response times may be greater.
Q: How often is data updated?
A: All data is updated nightly, data from the previous day should be available the following morning, with the exception of weekends and holidays.
Q: Why is the platform sometimes unavailable late at night?
A: We run site maintenance and data updates between 1AM-3AM ET, if you attempt to access the site at this time you may experience slow load times.
Q: Why can’t I see information for my paid off loans?
A: Information for paid off loans is only available for 18 months after the payoff or assumption date. If you require information for a loan that has closed prior to that, please contact your loan administrator.
Q: Where is the old version of the Loan History report?
A: The previous version of the Loan History report, with amounts for each transaction account, can be found under Export -> Legacy Loan History on the Loan Summary page. Escrow & Reserve account balances over time can be found in the Escrows & Reserves tab.