“Loan Not Found” During Registration

Short answer

The “Loan not found” message can only appear during account registration.
It means the information entered doesn’t match what we have on file.

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When this happens

This message appears only when you’re creating a new website account.
It does not happen during login.

If you already registered, you should return to the login page instead.

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What to check

Carefully confirm the information you entered matches your loan exactly:

• Loan number (enter all digits, no spaces)

• Last 4 digits of your SSN

• ZIP code for the property address

Even small differences—such as an extra digit or an old ZIP code—can cause this error.

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What it means for you

This message usually means one of the following:

• The loan number was entered incorrectly

• The SSN last 4 or ZIP code does not match our records

• The loan is not yet available for online registration

Your loan terms and payment obligations are not affected by this message.

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What you should do next

1. Re-enter your loan number, SSN last 4, and ZIP carefully

2. Confirm you’re using the property ZIP code, not a mailing ZIP

3. Try again after verifying all fields

If the message continues, you’ll need help from support.

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Contact us if…

Contact support if:

• You’ve confirmed all information is correct

• You repeatedly see “Loan not found”

• You’re unsure which loan number to use

Email [e-mail] and include:

• Full name

• Loan number (if available)

• Property address

• Screenshot or exact error message (if possible)