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

Can I see a demo before signing up?

Accepted Answer

Yes. Scroll through our screenshot gallery on the homepage, or contact us at support@docchaser.io for a personalized demo.

Question 5

What if I need help during setup?

Accepted Answer

Every new account includes a 30-minute training session. Our team walks you through firm setup, branding, and your first loan.

Question 6

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 7

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 50 beta members).

Question 8

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 9

What's included in the setup fee?

Accepted Answer

White-label configuration, branding setup, template setup, and a 30-minute training session.

Question 10

What counts as an active loan?

Accepted Answer

A loan created in DocChaser that hasn't been archived or closed.

Question 11

Is there a contract?

Accepted Answer

No. Month-to-month billing. Cancel anytime.

Question 12

Do you offer annual billing discounts?

Accepted Answer

Yes. Annual billing includes a 15% discount — equivalent to 2 months free.

Question 13

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 14

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 15

Do you perform security audits?

Accepted Answer

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

Question 16

Where are documents stored?

Accepted Answer

Documents are encrypted with AES-256-GCM and stored on cloud infrastructure with redundancy. We never store unencrypted documents.

Question 17

Who can access my borrowers' documents?

Accepted Answer

Only you and authorized users in your firm. DocChaser uses a zero-knowledge architecture — we cannot read your documents.

Question 18

What happens if I cancel?

Accepted Answer

You can export all documents and loan data before cancellation. We retain data for 30 days post-cancellation, then securely delete it.

Question 19

Is DocChaser audited?

Accepted Answer

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

Question 20

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 21

Is the portal mobile-friendly?

Accepted Answer

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

Question 22

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 23

What does the borrower see?

Accepted Answer

Your logo, your brand colors, your NMLS number, and a personalized document checklist. They never see DocChaser branding.

Question 24

What file types can borrowers upload?

Accepted Answer

PDF, JPG, JPEG, and PNG. We validate file types using magic numbers and deep content inspection.

Question 25

Is there a file size limit?

Accepted Answer

Yes. 25MB per file. For larger files, borrowers can split PDFs or contact you directly.

Question 26

What reminder channels do you support?

Accepted Answer

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

Question 27

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 28

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 29

How do reminders work?

Accepted Answer

Automated sequence: 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.

Question 30

Can I customize reminder messages?

Accepted Answer

Yes. You can customize the subject, body, and sender name for email reminders. SMS and phone reminders use standard templates.

Question 31

What if a borrower says they didn't receive the reminder?

Accepted Answer

Check the Reminder Log in the loan detail page. It shows delivery status, timestamps, and any bounce or failure reasons.

Question 32

Do you integrate with DocuSign?

Accepted Answer

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

Question 33

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 34

Do you have an API?

Accepted Answer

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

Question 35

What LOS systems does DocChaser integrate with?

Accepted Answer

Encompass and Calyx Point integrations are in development. Team plan customers get early access. Visit /integrations for the full list.

Question 36

Can I connect DocChaser to my CRM?

Accepted Answer

HubSpot, Salesforce, Jungo, and Surefire integrations are in development. The Team plan includes API access for custom integrations.

Question 37

Is API access available?

Accepted Answer

Yes. Full REST API is available on the Team plan. Contact us for API documentation.

Question 38

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 39

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 40

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 41

Is DocChaser TRID compliant?

Accepted Answer

Yes. DocChaser automatically calculates TRID deadlines, displays countdown timers, and maintains audit trails for compliance reviews.

Question 42

Does DocChaser help with ECOA compliance?

Accepted Answer

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

Question 43

How does DocChaser handle GLBA requirements?

Accepted Answer

We protect consumer financial information through AES-256-GCM encryption, access controls, audit logging, and privacy safeguards aligned with GLBA.

Question 44

Can I export audit trails?

Accepted Answer

Yes. Audit trails are exportable as CSV on Professional and Team plans.

Question 45

What is the DocChaser Beta Program?

Accepted Answer

DocChaser is currently in beta. Early adopters get free setup, priority support, and direct input on product features. We're limiting the beta to 50 brokerages to ensure quality.

Question 46

How long will the beta last?

Accepted Answer

The beta program will run through the end of 2026. All beta accounts will transition to regular pricing with grandfathered rates.

Question 47

What does beta access include?

Accepted Answer

Free setup ($499 value), priority support via email and chat, direct input on product roadmap, and grandfathered pricing when the beta ends.

Question 48

How do I provide feedback?

Accepted Answer

Email feedback@docchaser.io or use the in-app feedback button. Beta members get a direct Slack channel invite for real-time collaboration.

Question 49

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 50

I forgot my password.

Accepted Answer

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

Question 51

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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