The Needs Update status triggers when we are unable to access one or more of the borrower’s institutions due to 1) incorrect credentials or 2) the financial institution requested that a security question be answered to verify identity. When this status triggers, we will be unable to refresh this report until the borrower has signed in to AccountChek, updated his/her credentials, and answered security questions from the FI(s).
Our system automatically emails the borrowers to request credential updates. You may wish to contact borrowers directly, to remind them to update their credentials by following the instructions in the Needs Update email.
If the borrower has attempted to update their credentials and the status is not resolved, please contact firstname.lastname@example.org and provide the borrower's name and loan number for assistance.