Frequently Asked Questions

Question Answer
How do I become an approved broker? To request to become an approved broker you can access our website @ https://impacwholesale.com/become-an-approved-broker. You must submit a completed broker application as well as upload all supporting documentation to be considered for approval.
How do I obtain a login and password for the TPO Broker Portal? To access the TPO Connect Broker Portal, you must become an approved broker with us. Upon approval, you will receive credentials for our various applications.
I just submitted a broker package, how long does it take to get credentials and assigned an AE? Depending on completeness of submission, it can take from 3 – 5 business days if approved, to receive your credentials and have an AE assigned to you. If you are not approved, you will receive communication as to why you were not approved.
Can I change, add or remove a user under my company? Yes, however, only the administrator can do so. If changes to the administration are necessary, please contact the Client Success Team with your request.
I haven’t logged into TPO Connect for a while, and I can't log in. Why can’t I access the portal to submit my loan? If you have not logged into the system for some time, your account may have been put on hold. Please send an email to our Client Administration Team with your information and they will respond back to your inquiry. You may also call 888-681-7982 for assistance as well.
*If you receive a new password, you must change it within 24 hours as the password provided will expire after the 24 hours.
I clicked on "Forgot My Password", but I didn’t receive any link to change/update it, what do I do? Please send an email to our Client Administration Team with your information and they will respond back to your inquiry. You may also call 888-681-7982 for assistance as well.
*If you receive a new password, you must change it within 24 hours as the password provided will expire after the 24 hours.
Are there instructions on how to utilize TPO Connect and submit a loan? Yes, there is a Broker Welcome Guide located under our Tools & Resources tab on our Wholesale Website:
https://impacwholesale.com/toolsandresources
This will provide step by step instructions on how to submit a loan.
Who is my AE? An AE will be assigned if a broker has been approved. The AE will be listed within the broker welcome e-mail. If further assistance is needed, you can reach out to the Client Success Team and they will be able to assist you with locating your AE.
What is my Comp Plan? The company administrator will be able to provide the information, however, if you would like to know your comp plan you may send your request to the Client Success Team and they will be able to assist you.

Question Answer
Can I print a document from TPO Connect? You can print a document from TPO connect, however, it is best to access TPO connect through Google Chrome. Utilizing a different web browser may result in not being able to print a document. You must submit a completed broker application as well as upload all supporting documentation to be considered for approval.
I submitted my loan in TPO Connect, but the incorrect AE is listed. What do I do? When submitting a new loan, the correct branch of your organization needs to be selected to ensure the correct AE is assigned. The wrong branch could go to the wrong AE. Check your branches listed under “Manager Account” to ensure the correct branch is listed. You can add a branch, however, to change to the correct AE, send an email to the Client Success Team with your request.
What if I accidentally archive a loan within the pipeline? How do I Unarchive a loan? Within the Pipeline tab, under Loan Status on the left side of the screen, you will click on Archived. Choose the loan you wish to unarchive, and click Unarchive on the right-hand side of the screen.
Where can I see all my submitted loans and their statuses? Within TPO Connect, click on Pipeline at the top toolbar.
If my loan gets rejected, can I just change the loan information and resubmit? No, if a loan is rejected, or if it has been cancelled, you must re-apply to the beginning.
Where can I see Disclosure information and Tracking On the “Disclosure Tracking” Tab on the left side of the site.
I keep getting an error when I try to save the loan? Review the error description pop up and select the error option. You may need to review the loan information again to ensure all required info is inputted.
How do I check the status of my loan application? Through Impac Mortgage’s Broker Portal: By accessing the PIPELINES.
Why can’t I submit a loan? The Submit button is not highlighted! You cannot submit an application unless all the below tasks are completed (in order) once you have uploaded the 3.2 and saved the loan information:
  1. Reissue / Order Credit
  2. Product and Pricing
  3. Order DU - For Government, Conforming, and Agency products
  4. Save/Register the loan
  5. Complete TPO Submission Form
Submit button will then be highlighted.
What products do you offer and where are your guidelines? To access our current products and guidelines, please access the below links:
https://impacwholesale.com/Products
https://impacwholesale.com/ProgramGuidelines

Question Answer
I entered the borrower's FICO score under loan information. So why do I have to re-run or re-issue credit? Unfortunately, the FICO score does not transfer with the information. The Credit Run/Reissue is required to do product pricing as well as for the submit button to highlight.
What do I do if the Credit Provider is not displayed when ordering/reissuing credit? Please contact portalhelpdg@impacmail.com or call: 855-464-6722
I keep trying to re-issue/order credit, but TPO Connect keeps saying my credentials are incorrect. If you are trying to reissue credit from a different IP address then the main computer registered at the time of set up, the system will say the credentials are incorrect. This is a security protocol from the actual credit vendor and not us. Send an email request to the Client Success Team with the situation. They will call the credit agency and have the issue resolved.

Question Answer
I entered the borrowers FICO score under loan information. So why do I have to re-run or re-issue credit? Unfortunately, the FICO score does not transfer with the information. The Credit Run/Reissue is required to do product pricing as well as for the submit button to highlight.
What do I do if the Credit Provider is not displayed when ordering/reissuing credit? Please contact portalhelpdg@impacmail.com or call: 855-464-6722

Question Answer
How do I Request DU Sponsorship? For DU Sponsorship, access the link for instructions on how to request: https://www.fanniemae.com/content/job-aid/desktop-underwriter/topic/du_requesting_additional_sponsoring_lenders.htm
When do I Order DU? Ordering DU is required for Government, Conforming, and Agency Plus products.
Where can I find documentation on how to order DU? Ordering DU instructions start on page 37 of the Broker Welcome Guide.

Question Answer
Where do I upload my documents? You can upload documents utilizing “Drag and Drop” feature or use the “Browse” feature. Please only upload documents in the “Unassigned” folder only
Can I delete a document if I uploaded in error? No, only an Internal Encompass user with sufficient rights can delete the document. You can either enter notes with instructions to delete the documents within the TPO submission form, or you can send a request to the Client Success Team and they will forward your request.

Question Answer
How do I get Veritax Login? When an approved broker is notified with an approval letter, they are assigned a Veri-Tax account.

Question Answer
How do I order an appraisal through Mercury? Access the “How to Order and Appraisal” by utilizing the link below:
https://impacwholesale.com/appraisal/
Link is located within the Broker Welcome Guide on page 74
I am trying to start the Appraisal ordering process, however, I do not have a Mercury Network Login. How do I get one? To obtain Mercury credentials, email the Appraisal desk at: appraisalorders@impacmail.com. You will be asked to provide your name and email.
The Appraisal tutorial is not working, the system is down, what do I do? Please reach out to your AE for assistance.
Does Impac Wholesale have a policy regarding who can provide the Appraisal? An Impac approved AMC will provide a copy of the appraisal within timelines outlined by FAIR.
Why can’t I order an appraisal directly? FAIR code states Real Estate Agents or Mortgage Brokers are not permitted to directly engage an Appraiser for services.
Will Impac provide a copy of the Appraisal upon completion? Yes, the Broker and Borrower will be provided a copy of the Appraisal directly from Impac Mortgage.
Does Impac Mortgage accept transferred appraisals? Yes, you will need:
  • Transferred Appraisal
  • Transfer Letter
  • AIR Certificate
  • SSR Certificate

Question Answer
Where do I send my final documents? Upload final documents at http://impacscanneddocs.net and email ClosingDocsDG@impacmail.com once upload has been completed.
The Lenders Instructions will show the correct address to send all original packages to.
Attn: Funding Department
19500 Jamboree Rd, Irvine, CA 92612

Question Answer
What is your mailing address? 19500 Jamboree Rd, Irvine, CA 92612
What are your Lock Desk hours? 7:30am – 4:30pm PST
How do I extend my lock? You can extend your lock via the Broker Portal.
What happens if the subject property changes on my loan? The current loan record will be closed and you will need to submit a new loan application with the new subject property.
Who can I reach out to with servicing questions? For inquiries regarding servicing, please call:
LoanCare Servicing (Conforming Loans): 855-803-5909
Select Portfolio Servicing (Non QM Loans): 800-597-4101

Question Answer
What is Impac Mortgages’ Lender Loss Payee Clause? Non QM loans:
Select Portfolio Servicing, Inc.
ISAOA
P.O. Box 7277
Springfield, OH 45501

Conforming Loans:
LoanCare LLC
ISAOA/ATIMA
P.O. Box 202049
Florence, SC 29502
Where do I go to Manage Conditions? Click “Conditions” tab within TPO connect to see underwriting conditions.
Can I export the list of conditions to an Excel file? Yes, in the “Conditions” tab, select the “Excel” icon to export the conditions.
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