Most Common Questions

Who is my Servicing contact?

Use the Loan Contacts search to find contact information for your loan. You will need your NorthMarq loan number (six or seven digits).


How do I get a username and password to log into Online Loan Info?

  1. Go to Online Loan Info.
  2. Click on “Borrowers”
  3. Click on “Register new account.”
    Enter the NorthMarq loan number (a six or seven digit number).
  4. Enter the Borrowing entity’s SSN/TIN number (without dashes).
    After reading the agreement, you must click I Agree in order to complete the registration process.
  5. Enter your desired user name and password, an e-mail address, the characters visible in the image, and then click Submit. After clicking submit, you will receive a message saying “…you have completed the first step of the registration process.” You should receive an e-mail within 5 minutes to 1 hour (depending on Internet traffic), that contains an activation link.
  6. In the email, click the provided link and you will be returned to the login page to sign in.


How do I access my billing statement online?

  1. Log in to your Online Loan Info account.
  2. Select the Statements/Documents tab.
  3. Click Amortized Loan Statement to view your most recent billing statement.


Online Loan Info: Registration

What information will I need to register?

A six- or seven-digit NorthMarq loan number, the Borrowing entity’s SSN/TIN, and your e-mail address.


How do I get a username and password to log on?

  1. Go to Online Loan Info.
  2. Click on “Borrowers”
  3. Click on “Register new account.”
    Enter the NorthMarq loan number (a six or seven digit number).
  4. Enter the Borrowing entity’s SSN/TIN number (without dashes).
    After reading the agreement, you must click I Agree in order to complete the registration process.
  5. Enter your desired user name and password, an e-mail address, the characters visible in the image, and then click Submit. After clicking submit, you will receive a message saying “…you have completed the first step of the registration process.” You should receive an e-mail within 5 minutes to 1 hour (depending on Internet traffic), that contains an activation link.
  6. In the email, click the provided link and you will be returned to the login page to sign in.


What Social Security / Tax Identification Number should I enter on the registration form?

The SSN/TIN number should correspond with the Borrowing entity listed in the Deed of Trust or Mortgage.


Do I have to create a separate account for each loan?

No. Once you have established a user name and password, you can add other loans to your account.

Simply repeat the following steps for each new loan you would like to add:

  1. Log in to your Online Loan Info account.
  2. Click Change Loan.
  3. Enter the NorthMarq loan number (a six or seven digit number).
  4. Enter the Borrowing entity’s SSN/TIN number (without dashes).
  5. Click Submit. After clicking submit, you will receive a message saying “New Loan Data will be Added to the View.”
  6. Click Continue to immediately begin viewing information from the added loan.


Online Loan Info: Account Navigation

How do I switch between the loans on my account?

  1. Log in to your Online Loan Info account.
  2. Click Change Loan. After clicking change loan, you will be taken to a page listing all loans on your account.
  3. Click the Select button next to the desired loan.


How do I access my billing statement online?

  1. Log in to your Online Loan Info account.
  2. Select the Statements/Documents tab.
  3. Click Amortized Loan Statement to view your most recent billing statement.


How do I view a billing statement for a previous date?

  1. Log in to your Online Loan Info account.
  2. Select the Statements/Documents tab.
  3. Click the + next to Amortized Loan Statement. This will expand the list to show a running history of past statements.
  4. Click on the desired distribution date to view the corresponding statement.


How do I obtain an amortization schedule?

  1. Log in to your Online Loan Info account.
  2. Select the Statements/Documents tab.
  3. Click Amortization Schedule.

In the event there is not an existing Amortization Schedule or a modification of the loan has taken place, a new Amortization Schedule will need to be generated.

To request a new Amortization Schedule:

  1. Select the Request Information tab.
  2. Click Amortization Schedule.
  3. Complete the Amortization Schedule Form.
  4. Click Submit. A new Amortization Schedule will be available under the Statements/Documents tab within one (1) business day.


How can I request a Loan or Escrow activity report?

  1. Log in to your Online Loan Info account.
  2. Select the Statements/Documents tab.
  3. Click either Loan Activity or Escrow Activity Report.

In the event there is not an existing report available, or you need a different date range than the one provided, a new report can be generated.

To request a new Loan or Escrow Activity Report:

  1. Select the Request Information tab.
  2. Click either Loan Activity or Escrow Activity Report.
  3. Complete the respective form in its entirety.
  4. Click Submit. A new report will be available under the Statements/Documents tab within one (1) business day.

You may also view this information via the History tab.

  1. Select the History tab.
  2. Click either View Escrow History or View Payment History.


Online Loan Info: Troubleshooting

I forgot my user name.

  1. On the Online Loan Info home screen, click Contact Us.
  2. Complete the form in its entirety. To help us better assist you, please include the NorthMarq loan number in the comments box.
  3. Click Submit. A representative from our site management team will be in touch within one (1) business day.


I forgot my password.

  1. On the Online Loan Info home screen, click Forgot or change your Password?
  2. Enter your User Name.
  3. Enter the NorthMarq loan number (a six or seven digit number).
  4. Enter the Borrowing entity’s SSN/TIN number.
  5. Click Submit. After clicking submit, you will be prompted to create a new password.


What does it mean when I get an error saying, "...account is not activated?"

When you registered, you should have received an activation e-mail. Unfortunately, these e-mails sometimes get caught by spam filters. To ensure future delivery of emails from NorthMarq, please add loanstat@northmarq.com to your safe list or address book. If confirmed the email was never received, then please call (952) 837-8711 and ask to have your account manually activated.


I clicked on my Amortized Loan Statement, but nothing opened.

There are two common causes of this problem:

  1. The Adobe Reader installed on your computer may be outdated or has had some of its settings changed. The easiest solution is to update your version of Adobe Reader by downloading the latest version from the Adobe website.
  2. The browser you are using does not support Adobe documents. Please try using a different browser, like Internet Explorer, to open your Loan Statement.


What does it mean when it says my account is locked?

There are two possible reasons for a locked account:

  1. Only one person can be logged into an account at any time. If someone else is logged into your account, you must wait for them to log out before you can get in.
  2. The account was not properly logged off the last time it was accessed. If this is the case, your account should automatically reset after two minutes.


Asset Information

How do I obtain a lender-approved payoff statement?

NorthMarq will require a written request to be submitted a minimum of 30 days (unless otherwise stated within the Promissory Note) prior to the tentatively scheduled closing date. Please review the terms of your Promissory Note for complete details.

Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


How do I obtain an amortization schedule?

  1. Log in to your Online Loan Info account.
  2. Select the Statements/Documents tab.
  3. Click Amortization Schedule.

In the event there is not an existing Amortization Schedule or a modification of the loan has taken place, a new Amortization Schedule will need to be generated. To request a new Amortization Schedule:

  1. Select the Request Information tab.
  2. Click Amortization Schedule.
  3. Complete the Amortization Schedule Form.
  4. Click Submit. A new Amortization Schedule will be available under the Statements/Documents tab within one (1) business day.


Why do I need a lien waiver?

Lenders require lien waivers as documentation from a contractor, subcontractor, equipment lessor or other supplier of goods or services stating they have been paid for the work performed or goods supplied, therefore waiving any future rights to file a claim against the property.


How do I notify NorthMarq of a change of address?

  1. Log in to your Online Loan Info account.
  2. Select the Request Information tab.
  3. Click Change of Billing Address
  4. Complete the Change of Billing Address form.
  5. Click Submit. Your request will be processed accordingly and you will be contacted if there are any further questions.


What are the miscellaneous fees on my account for?

Miscellaneous fees may be due to one or more of the following: UCC Fees, NSF Fees, Interest-Bearing Fees, Recording Fees, Deferred Maintenance Fees, etc.

Please feel free to contact the appropriate NorthMarq representative for further information. Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


Payment Information

Where do I send my payment?

See the Loan Payment Information page for details.


Why did my payment change?

If tax and insurance impounds are collected with the monthly principal and interest, then it may be the result of recent escrow analysis. An escrow analysis is performed at least once per year, usually after the payment of the first installment of taxes. Changes may also occur should insurance premiums increase or decrease substantially.

If tax and insurance impounds are not collected with the monthly principal and interest, then it may be the result of a scheduled payment change. Please review the terms of your Promissory Note to determine if there are scheduled payment changes.

Please feel free to contact the appropriate NorthMarq representative for further information. Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


How do I set up automatic withdrawal of my payment?

There are two options for requesting automatic payment withdrawal:
Option #1:

  1. Log in to your Online Loan Info account.
  2. Click Payment Options.
  3. Select Auto Pay – Recurring Draft.
  4. After reading the Authorization for Recurring Payment, you must click Approve in order to complete the set up process.
  5. Complete the Auto Pay Draft Information form in its entirety.
  6. Click Next.
  7. Review the transaction summary provided and click Submit.

Your request will be processed within two (2) business days of receipt and you will be contacted if there are any further questions.

Option #2:

  1. Download the ACH Payment Form from the Servicing Forms page.
  2. Complete the form in its entirety and send it, along with a voided check, to the address listed on the bottom of the form.


ACH Payments

Do I need to send a voided check when I sign up for ACH online?

If you are signing up for ACH online (see Option #1 under “How do I set up automatic withdrawal of my payment?”), then we do not need a copy of a voided check.


Can I select a specific date on which the payment is deducted?

When using our Online Loan Info service, you can request a date as long as it is on or before your due date.


How long does it take for me to begin ACH payments?

It will only take two business days to activate the account if you sign up via our Online Loan Info service (see Option #1 under “How do I set up automatic withdrawal of my payment?”). Otherwise, it normally takes five to seven business days from the date of receipt at our headquarters (see Option #2 under “How do I set up automatic withdrawal of my payment?”). You will receive a confirmation email once the ACH payment has been set up.


What if my bank information changes?

You may update your ACH information through our Online Loan Info service. Please remember you must allow a minimum of two (2) business days for any changes to take effect.


What if I have more ACH questions?

You may send your inquiry to ach@northmarq.com or please feel free to contact the appropriate NorthMarq representative for further information. Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


Escrow Information: Taxes and Insurance

When were my taxes paid?

  1. Log in to your Online Loan Info account.
  2. Select the History tab.
  3. Click View Escrow History.


What documentation is needed to release tax/insurance funds?

In order to release a Tax and/or Insurance surplus, please submit to NorthMarq a written request for funds including a certification that no default of the loan exists.


Where can I find my current escrow balance?

  1. Log in to your Online Loan Info account.
  2. Select the Loan Balances tab.

Please feel free to contact the appropriate NorthMarq representative for further information. Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


How can I get copies of my tax bills or insurance bills?

Please contact the appropriate NorthMarq representative assigned to your loan for information. Use the Loan Contact Search to find contact information.


Where should I send my insurance invoices for payment?

Invoices should be forwarded to insurance@northmarq.com or the appropriate NorthMarq representative assigned to your loan. Please use the Loan Contact Search to find contact information.


Can I stop escrowing for my insurance and/or taxes?

In all cases, the Lender will need to review the circumstances and approve any modification to the escrow requirements; therefore, if you wish to request that your escrow requirement be modified, please forward your written request to the appropriate NorthMarq representative assigned to your loan.

Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


How do I read my escrow analysis?


Who should I contact if my property sustains a loss?

Please forward to insurance@northmarq.com or use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


Escrow Information: Reserves

How often can I draw down on my reserves?

This is dependent on the language per your specific Escrow/Reserve Agreement. It can range from monthly, to quarterly, to bi-annually. Please review your Escrow/Reserve Agreement for complete details.

Please feel free to contact the appropriate NorthMarq representative for further information. Please use the Loan Contact Search to find the appropriate NorthMarq representative assigned to your loan.


What documentation is needed to release funds?

Standard requirements for release of replacement reserve escrow funds include, but not limited to, a written request, copies of invoices, copies of cancelled checks, lien waivers, and any other requirements as outlined in the Escrow/Reserve Agreement. Please review your Escrow/Reserve Agreement for complete details. View a sample Reimbursement Request here.


Escrow Information: UCC Information

What is a UCC fee?

UCC-1 (Uniform Commercial Code) Financing Statement is a document filed by the closing attorney or title company at loan origination. A UCC filed in the borrower’s entity state is for title search purposes. A UCC filed at the county level secures the lenders interest in fixtures and/or personal property and protects the lender in the event of a loan default. A UCC Continuation is filed by NorthMarq on behalf of the lender every 5 years. The UCC fee assessed by the state or county is advanced by NorthMarq and billed to the borrower.