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FAQs

Please see below for answers to the most frequently asked questions.

Your tax ID number is the same as your Social Security number.  If you do not have an appointed Social Security number please contact our Customer Care department at 1-866-641-1094.

If your loan number is 8 or 9 digits long, please add 1 or 2 zeroes (0) at the beginning of your loan number to ensure that the online system recognized your account

Loan Number Details

For security reasons, the system at Shellpoint Mortgage Servicing does not accept special characters within your username like %, #, or @.

Special Characters Instructions

To protect your privacy the system will lock your account if you attempt to login with the wrong User ID or Password too many times. If you need to reset your user ID or password, please call customer service at 1-866-641-1094.

When logging in, the Shellpoint Mortgaging Servicing website will ask you a series of questions. Your answers to these questions ensure maximum security and that only you are logging into your online account.Security Questions

1) Log into your account.  From your Loan Details page, click on "History" in the top navigation.Account History

2) Your account history will open select the year you wish to view.Account History Table

If you’re affected by a natural disaster such as a hurricane, earthquake or flood and need mortgage or insurance assistance we’re here to help! Please contact us at 1-800-365-7107. For insurance assistance, select Option 5 for the Insurance Department.

If you’re affected by a natural disaster and need to apply for federal disaster relief funds call to register via phone at 1-800-621-FEMA (3362) or visit www.DisasterAssistance.gov to check to see if your area has been declared for Individual Assistance.

For information on the flood claims process and steps to follow as you file and work with your adjuster and agent, please visit www.fema.gov/nfip-file-your-claim.

Shellpoint Mortgage Servicing is proud to be a part of the Shellpoint LLC family.

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