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Mortgage Portal Frequently Asked Questions

REGISTRATION

Q. What information will I need to login to my account for the initial sign in?
A. The first time that you login you will be prompted to enter your mortgage loan number and your social security number. You will also be prompted to select your own "user name”, which is a minimum of 5 characters. If there are multiple borrowers, each may have a unique login. As part of the enrollment process, you will be asked to select a password and enter your email address. A validation code will be sent from response@lookupmyloan.com to your email address for you to complete the process. Please do not reply to the validation email as replies are not monitored. Also, if you do not see the email in your inbox, please be sure to check your Spam mailbox as it could be picked up there by accident.

Q. What are the password requirements?
A. You will be required to select a password that is a minimum of 8 characters in length and a mix of uppercase and lowercase letters and a number. You will also be required to select a picture (Security Image), a secret phrase and 3 security questions and answers for future validation.

Q. What happens if I forget my password?
A. Once you are enrolled, if you forget either your user name or your password, just click on the Forget Your Username or Password link. Your security questions will be used to verify your identity and allow you to change the information. As an alternative, during regular business hours (M-F 8:30 AM to 5:00 PM EST), a State Financial Network representative would be available to assist you at 610-325-5002 (1-800-426-7140 - outside PA). For additional ways to reach us, please click on the Contact Us link.


PAYMENTS

Q. How late in the day can I schedule a payment for it to be applied to my account the same day?
A. For your payment to be applied the same day, the payment must be scheduled by 11:59 PM EST.

Q. I have scheduled a payment and I see that it is “pending." Am I able to cancel or change it?
A. Once you have scheduled a payment, you are not able to cancel the payment online. Please contact us at 610-325-5002 or at info@sfninc.com for assistance. 

Q. Am I able to make a principal only payment?
A. Yes. Principal payments can be made with your routine payment or any time after, as long as the loan is current.

Q. Is there a maximum on the amount of extra principal that I am able to pay?  
A. Yes. The amount you are able to apply to Additional Principal is capped at $10,000.00.

Q. Am I able to set up a recurring payment?
A. Yes. By selecting Automatic Payment under the payment tab, you are able to schedule a payment that will occur for the same amount, on the same date each month. Please note that weekend and holidays will be processed on the following business day. Also be aware that unless you cancel it in advance, a recurring payment will pull even if you have made the payment using a different method.

Q. Are there any restrictions to the date that I select for recurring payments?
A. You are able to select any date from the 3rd of the month through the 13th of the month. Please note that this is a payment date only and does not alter the date that your loan is due. Please be sure to choose a date that is on or before your loan due date. For a one-time payment, you may use any day of the month.

Q. Why am I seeing an amount as an Automatic Payment?
A. The automatic payment will be displayed if you have previously selected to have State Financial Network debit your payment from your financial institution. Your selection has been carried forward on your behalf.

Q. What if I change my mind and want to cancel the recurring payments?
A. To cancel automatic payments that you have previously initiated via the website, please select the Cancel Automatic Payments link under the Payments tab. 

Q. When I am looking at my Current Balance Summary, there is a line for Unapplied Balance.  What does that mean?
A. An Unapplied Balance can occur when State Financial Network receives funds that are not your routine monthly payment amount and the purpose is not clearly designated. If you see an amount in the Unapplied Balance field, please contact State Financial Network to clarify the intent of the funds. If we have not heard from you by the 15th of the month, we will make every effort to match the funds with your intended purpose. As an example, the funds may be applied to escrow shortages, late fees, or principal.


NAVIGATION

Q. How much history is available to me online?
A. You are able to view your loan history for the current and the previous year.

Q. What can I find under Other Documents?
A. Other Documents will be used to store documents related to your mortgage with us. Some examples might include Appraisals, Escrow Analysis documents, and correspondences. This area will grow over time as new documents are added.

Q. If I have more than one loan, can I view them both at the same time?
A. Typically, a login ID is tied to one mortgage loan. However, if you would like the ability to “toggle” between multiple loans, you can contact us at 610-325-5002 (1-800-426-7140 - outside PA) or at info@sfninc.com. We will open a request to link the accounts and provide you with the surviving login ID. Please be aware this process may take 5 to 7 business days.


DOCUMENTS

Q. Am I able to send you a document via the web portal?
A. You can utilize the Send Document tab to upload documents. You can indicate that it be brought to someone’s attention and/or add a note to be sent along with the document. The document will be retained along with your online record for your future reference.

Q. Where should I send the tax bill that I received?
A. There is no need to mail your tax bill to State Financial Network as we receive them directly from a tax service bureau. If you would like to track them for your own records, you can upload a scanned copy by clicking on the Send Document link.

Q. How do I get my Form 1098 showing my interest paid?
A. Your IRS form 1098 will be mailed no later than January 31st. Please allow 2 weeks for mail delivery. Beginning with the 2013 tax year, you may print a copy immediately by visiting the Statements & Documents link.


YOUR PROFILE

Q. Am I able to update my mailing address online?
A. Yes. You can submit a “Change of Address Request” which can be accessed by clicking either the Edit link in the upper right corner or the My Account link to the left of your loan number. Please allow 3 to 5 business days for your address to be updated in our primary database.

Q. Am I able to update my email address and mobile phone number online?
A. Although you can maintain an email address and a mobile phone number online, this information is not used to update your mortgage records with State Financial Network. The email address and mobile phone number you enter online is intended to work in conjunction with the electronic notifications that you elect to receive by email or text. Changing your information online will not update your permanent mortgage record.

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