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Frequently Asked Questions

How to Access and Authenticate yourLoanTrackerSM

What is yourLoanTracker?

yourLoanTracker is a simple-to-use service that lets you conveniently track your loan assistance request’s progress from any computer, smartphone, or tablet, whenever it’s convenient for you. It tells you what your — and our — next steps are, and it lets you upload required documents to speed the process.

Can I use yourLoanTracker?

It depends on the type of loan you have requested assistance for and your personal situation.  If you’re eligible, you’ll be invited by email to use yourLoanTracker.  Ask your home preservation specialist if you haven’t received the email invitation.

Why should I use yourLoanTracker?

Not only does it let you see exactly where you are in the application process, it also sends you an email with important status updates. It also will simplify and speed up the process of sending Wells Fargo documents that are required for your application.

Where can I find the login for yourLoanTracker?

Simply go to www.wellsfargo.com/hometrack and sign in with your Wells Fargo Online® username and password or your last name, date of birth, last 4 digits of your Social Security number, and the unique Access Code that we’ll send to you by email when you’re eligible to use yourLoanTracker. Save the Access Code for future reference — you'll need to use it each time you sign on to yourLoanTracker.

What if I forget or lose my Access Code?

Simply select “Resend My Access Code” on the yourLoanTracker sign-on page (www.wellsfargo.com/hometrack), enter your email address, and click “Resend.” We’ll send you an email with a new Access Code.

How do I use yourLoanTracker on my mobile device?

After opening your browser just as you would on a computer, go to www.wellsfargo.com/hometrack and sign in with your Wells Fargo Online® username and password or your last name, date of birth, last 4 digits of your Social Security number, and the unique Access Code.

What if I don't get an email invitation to use yourLoanTracker?

It means that we don’t have your email on file or your situation doesn’t qualify for yourLoanTracker. If necessary, your home preservation specialist will explain why your loan doesn’t qualify and then help guide you through the process.

How to Submit Documents With yourLoanTracker

How do I use yourLoanTracker to send documents?

yourLoanTracker will walk you through the process step-by-step:

  • Locate the type of document that’s needed.
  • To the right of the document’s name, click “Upload” if it's a document you already have or click “Download and Provide” if it's a form you need to download and fill in.
  • Follow the instructions to either select a file you already have on your computer or photograph a document with your mobile phone.

Where can I get another copy of a form?

Copies can be downloaded from your To-Do list or from our Document Library which you can get to at any time from the “Documents and Forms” link under Resources.

Why does my To-Do list show the same document is needed twice?

If you have a co-borrower, both of you may need to send us a separate copy of the document. Your names will be listed separately on the documents so that it’s clear who needs to send what information.

Can I upload my co-borrower’s or contributor’s document?

Yes.

Why are items I’ve already sent showing on my To-Do list?

Some items, like pay stubs, must be current, and if they become outdated during the time it takes to complete your application, a newer version will be needed. Also, if a document is missing a signature or a page wasn’t completed properly, or something is illegible, we’ll need you to fix the problem and send the document again. If you’re unsure of what’s wrong, speak to your home preservation specialist.

What if I made a mistake on an item I’ve already sent in?

If the document is in the Pending list, just upload a new version. If it’s already in the Completed list, contact your home preservation specialist to discuss the mistake.

Completing and sending forms

Is it OK to upload several documents at once?

You may select several document files to submit at the same time. However, don’t combine separate documents into a single file because that can result in inaccurate tracking of what’s been sent.

Can forms be filled in online?

Many can be, but after you’ve filled them out online you’ll need to print and sign them. Then, scan or photograph the signed document before uploading it.

Should I scan or take a picture of my documents?

Many people find it’s more convenient to scan large, multi-page documents and use a mobile device for smaller ones. Use whichever is best for you. In either case, be sure the document is clear and sharp, and contains every page.

Tracking documents

How will I know if something I uploaded was received?

A confirmation will be provided in yourLoanTracker immediately after you upload a document.  In addition, the reference to the document should move to the Pending section of your To-Do list.

Will yourLoanTracker show documents I fax or mail?

Yes. As soon as your home preservation specialist reviews and accepts a document you fax or email, it will show as Completed. If there are any issues, it will be returned to your To-Do list with an explanation.  Many customers, though, find that uploading documents electronically is faster and easier for them.  Plus, it speeds up the processing time of your loan assistance application.

Tracking and Making Payments With yourLoanTracker

The payment amount for my payment plan on yourLoanTracker is different from the amount shown on my monthly statement. Which is right?

The amount in yourLoanTracker is right, and it’s important that you pay that amount. Please contact your home preservation specialist if you have any questions.

Can I use Online Banking to make my payments?

No. If you are approved for a payment plan, you won’t be able to make those payments online. You can make payments by phone, by mail, or at any Wells Fargo branch.

What should I do if I miss a payment or can’t make a payment?

You should immediately call your home preservation specialist to discuss the situation. Missing a payment could cause your home assistance program to end. The sooner we know about an issue, the more possible resolutions may be available.

What should I do if I completed my payment plan, but haven’t received my updated loan agreement papers?

You must stay current on your loan, so please continue to make monthly payments by the due date in the amount specified by your home assistance program until you’re told differently in loan agreement papers or by your home preservation specialist. If you have any questions or concerns, please call your home preservation specialist before your next payment is due.

Why are my home assistance program payments higher than what I was paying before?

Your previous payments may not have included amounts that you were paying separately for insurance and taxes. These additional amounts, called “escrow payments” are included in your home assistance payments as a provision of your loan. The good news is that you will no longer need to make those payments separately, so your total costs likely are lower.

You may also be able to lower your overall monthly costs by having a private insurance policy. If you don’t have one — and instead Wells Fargo bought a “Lender-Placed” insurance policy for you — you may be able to quickly reduce payments with a private policy. Learn more

Call 1-800-678-7986 for help with your payment issues.

Help for military personnel

Active-duty service members and their families facing payment challenges may qualify for special military benefits.

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