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Homeowner Assistance FAQs

Requesting payment help online

Why am I receiving an error message after I enter my loan information to access the site?

Certain loans may not be eligible to request assistance online. If you receive a message indicating that your loan is not eligible, please call us at 1-800-678-7986.

If the message indicates that the system doesn’t recognize your loan information, check to make sure you are entering the same information that appears on your loan account. If your phone number has changed, you may need to enter your old one. Check your billing statement to make sure you are entering the correct monthly payment amount.

Can you explain some of the questions on the online request form?

Here’s how to answer some of the questions you may need help with:

Do you intend to keep the property? If you are looking for options to help you keep the property, select Yes. If you want to sell the property or relinquish ownership, select No.

Pre-tax pay. Enter your salary or wages before any taxes or deductions.

Take home pay. Enter your net pay (the amount you actually receive after taxes and any other deductions).

Child support or alimony. You may enter the amount you receive from child support or alimony payments, but note that providing this information is voluntary.

Rental income. If you rent out a part of your home or another property, enter the income you receive from rent payments.

Interest or dividend income. Enter any monthly income you receive from investments or annuities.

Child support or alimony payments. Enter the amount that you pay each month for child support or alimony, but do not enter payments that are automatically deducted from your paycheck.

Medical expenses. Enter your out-of-pocket spending on medical, dental, and vision care (including co-pays, prescriptions, monthly payments to providers, or after-tax medical insurance).

Revolving credit card payments. Enter your total monthly payments for revolving credit cards, which are those that do not have to be paid off in full every month (most consumer credit cards fall into this category).

Non-revolving credit cards. Enter your total monthly payments for non-revolving credit cards, which are those that must be paid off in full every month (American Express, for example).

Auto loans and other installment loans. Enter the amount you pay each month for any vehicle loans or other personal loans that require a fixed number of payments (installments) to pay off.

What information will I need in order to complete my online request for payment help?

In the online request you will need to indicate the reason for your payment difficulties and provide details about your income and expenses, including:

  • Gross pay and take-home pay if you are employed 
  • Other sources of income such as unemployment or disability benefits, interest or dividend payments from investments, and others such as child support or alimony payments if you want those to be considered 
  • How much you spend each month on credit card and loan payments, various living expenses, and other items

What if I don’t know the exact amounts to enter for certain questions about my income and expenses?

Accurate financial information is necessary for us to process your request efficiently. If you are not sure of the exact amount to enter in a certain field, just provide your best guess, or give us a call at 1-800-678-7986.

Can I fill out part of the request and save it to complete another time?

No. If you can’t complete the request in one session you will need to start over when you come back.

I accidentally exited the tool before I was finished. What should I do?

You will need to return to the homeowner assistance tool and reenter your information.

What will happen after I submit my request? Do I have to do anything else?

After you submit your request, a Wells Fargo representative will call to discuss your options as soon as possible — usually within two business days.

If you would like to speak with someone before then, please call:

1-800-678-7986
Mon – Fri, 6 am – 10 pm
Sat, 8 am – 2 pm
Central Time

Checking the status of your request online

How can I check the status of my request for payment help?

Just go to the homeowner assistance tool and enter the following information to verify your account:

  • Last four digits of your Social Security number 
  • Loan number 
  • Property ZIP code

Why am I receiving an error message after I enter my loan information to access the site?

Check to make sure you are entering the same information that appears on your loan account. If your phone number has changed, you may need to enter your old one. Check your billing statement to make sure you are entering the correct monthly payment amount.

What documents will I need to provide during the process?

After you request mortgage help, we will ask you to send us documentation supporting your request. The specific set of documents you need to provide will depend on your situation, but will typically include the following:

  • Hardship letter 
  • Proof of income (for example, 1-2 months of income documents) 
  • Financial worksheet

What if the status shown for my request appears to be incorrect?

If you have any questions about the status shown for your request, please call us at 1-800-678-7986.