Question 1

How long does setup take?

Accepted Answer

Most firms are live within 24 hours. Our onboarding wizard walks you through firm profile, branding, and your first loan officer setup. We also provide a 30-minute training session.

Question 2

What do I need to get started?

Accepted Answer

You need a valid NMLS number, firm information, and at least one loan officer. No IT team or technical expertise required.

Question 3

Can I import existing loans?

Accepted Answer

Yes. You can manually create loans or import via CSV. API access is available on Team plans for LOS integration.

Question 4

Is there a free trial?

Accepted Answer

Yes. All plans include a 14-day free trial with full feature access. No credit card required to start.

Question 5

How does billing work?

Accepted Answer

Monthly billing in advance. Annual billing receives a 15% discount. Setup fee is $499 one-time (free for first 5 beta testers).

Question 6

What is your refund policy?

Accepted Answer

You may cancel anytime. We do not provide refunds for partial months, but you retain access through the end of your billing period.

Question 7

How are documents encrypted?

Accepted Answer

All documents are encrypted with AES-256-GCM at rest and transmitted via TLS 1.3. We use a zero-knowledge architecture where you control encryption keys.

Question 8

Are you compliant with mortgage regulations?

Accepted Answer

Yes. DocChaser supports TRID/RESPA, ECOA, GLBA, and CCPA compliance. We maintain audit trails, consent management, and data retention policies aligned with regulatory requirements.

Question 9

Do you perform security audits?

Accepted Answer

Yes. We conduct annual penetration testing, quarterly vulnerability assessments, and maintain SOC 2 Type II certification.

Question 10

Does the borrower need to create an account?

Accepted Answer

No. The borrower portal is token-based. They click a secure link and access their personalized checklist without passwords or logins.

Question 11

Is the portal mobile-friendly?

Accepted Answer

Yes. The borrower portal is fully responsive and works on all smartphones, tablets, and computers.

Question 12

Can borrowers upload from their phone?

Accepted Answer

Yes. Borrowers can take photos directly or upload PDFs from their device. We support drag-and-drop on desktop.

Question 13

What reminder channels do you support?

Accepted Answer

Email, SMS text messages, and automated phone calls (AI voice on Professional and Team plans).

Question 14

Can borrowers opt out?

Accepted Answer

Yes. Every SMS includes "Reply STOP" instructions. Phone calls include verbal opt-out options. We honor opt-outs within 10 business days per Florida law.

Question 15

How often are reminders sent?

Accepted Answer

Default cadence: Day 1 email, Day 2 SMS, Day 3 phone call, Day 5 SMS, Day 7 phone call, Day 10 SMS, Day 14 phone call, then every 2-3 days. You can adjust intensity (Gentle/Medium/Aggressive).

Question 16

Do you integrate with DocuSign?

Accepted Answer

Yes. Connect your DocuSign account to send disclosure documents for e-signature directly from DocChaser.

Question 17

Do you integrate with loan origination systems?

Accepted Answer

Encompass LOS and Calyx Point integrations are in development. Team plan customers get early access.

Question 18

Do you have an API?

Accepted Answer

Yes. REST API is available on Team plans for custom integrations and data export.

Question 19

How do you handle TRID deadlines?

Accepted Answer

DocChaser automatically calculates TRID deadlines based on loan milestones and displays countdown timers on the loan detail page and dashboard.

Question 20

What about Florida telemarketing rules?

Accepted Answer

We enforce calling hours (8 AM - 8 PM borrower timezone), max 3 attempts per 24 hours, AI voice disclosure, and opt-out honoring within 10 business days.

Question 21

Do you support fair lending audits?

Accepted Answer

Yes. We maintain ECOA fair lending indicators and standardized checklists to ensure consistent treatment across all borrowers.

Question 22

My borrower can't upload files.

Accepted Answer

Ensure files are PDF, JPG, JPEG, or PNG under 25MB. Check that the portal link has not expired (links valid 90 days). If issues persist, generate a new link from the loan detail page.

Question 23

I forgot my password.

Accepted Answer

Click "Forgot password" on the login page. If you still have issues, contact support@docchaser.io.

Question 24

How do I contact support?

Accepted Answer

Email support@docchaser.io for all plans. Professional and Team plans receive priority chat support.

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