Short answer
Yes. If your loan was recently transferred, you must create a new website account.
Login details from your previous portal will not work.
Why this is happening
When mortgage servicing transfers to a new platform, online accounts do not transfer with it.
This means:
Your old portal username and password no longer work
Your previous account cannot be reused
Trying old credentials may cause failed logins or temporary lockouts
⚠️ This is one of the most common reasons borrowers can’t sign in after a servicing transfer.
What it means for you
Even if your loan information looks familiar, your online access is new.
To use the website, you must:
Complete a one-time registration
Create a new email + password combination
Set up verification, if prompted
Your loan terms, payment amount, and due date do not change because of account registration.
What you should do next
Go to the website login page
Select Create Account or Register
Use the information requested to verify your identity
Create a new password and finish setup
Once registration is complete, you’ll use your email and password to log in going forward.
Important to know
Old portal usernames and passwords will not work
Repeated login attempts with old credentials may temporarily lock your account
Registration is required even if you previously had online access elsewhere
Contact us if…
Contact support if:
You’re unsure whether your loan has transferred
You completed registration but still can’t log in
You receive an error during account creation
Email support@servicemac-help.zendesk.com and include:
Full name
Loan number
Property address
Brief description of the issue
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