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 recognizes 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 Username or Password too many times. If you need to reset your Username 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.
Forms are available for download at the bottom of our Need Mortgage Help? page, and after you've logged in.

1. Log into your account. From the dashboard, choose YOUR LOAN DETAILS box. There, you will see the history for your 

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

If you are 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 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

As with all financial accounts, please be wary of scammers and other individuals who may contact you falsely claiming they are with Shellpoint Mortgage Servicing. If you are suspicious of a call or e-mail you’ve received, please don’t give out any personal information and call us directly at (800) 365-7107.

When validating your identity on the phone we will never ask for more than the last 4 digits of your Social Security Number. While we may encourage you to make your payment on time, we will never pressure you to pay immediately via a credit card

If you ever have questions or concerns about your mortgage, please don't hesitate to contact us at (800) 365-7107.

Shellpoint Mortgage Servicing is proud to be a part of the NewRez Family of Companies.

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