When and How to Contact Support

When and How to Contact Support

Overview

HouseAmp provides multiple support channels to ensure you get help quickly when questions arise or borrowers need assistance.

Who Can Access Support?

All HouseAmp support channels are available to mortgage loan officers, borrowers, real estate agents, and contractors. Encourage your borrowers and partners to use these resources directly for platform-related questions.

Platform vs. Loan Decision Questions

✅ HouseAmp Support Handles

Platform features, technical troubleshooting, account access issues, application process questions, and general platform navigation.

🚫 HouseAmp Support Does NOT Handle

Loan decisions, underwriting, approvals or denials, credit policy questions, or specific loan pricing. For these, contact your internal loan processor or the specific contact assigned per your company's agreement with HouseAmp.

Support Channel Options

📞 Phone Support

Number: 877.537.2643

Hours: Mon–Fri, 9:00 AM – 8:00 PM Eastern

Best for: Time-sensitive issues, complex problems, real-time troubleshooting.

✉️ Email Support

Address: support@houseamp.com 

Response Time: Within 24 business hours

Best for: Non-urgent questions, detailed explanations, written documentation.

💬 Live Chat

Access: Click the chat icon in the bottom right of the platform

Hours: Mon–Fri, 9:00 AM – 8:00 PM Eastern

Best for: Quick questions, multitasking situations.

📚 Knowledge Base

Access: https://support.houseamphub.com 

Available: 24/7

Best for: Self-service learning, after-hours support, sharing resources with borrowers.

What Information to Provide

To get the fastest resolution, include:

👤  Your name and role (MLO, Admin, etc.)
🔢  Loan ID or Borrower Name (if applicable)
⚠️  Specific error messages (exact wording)
📸  Screenshots showing the issue
🖥️  Browser and device (if experiencing technical issues)

Tips for Getting Fast Support

🎯 Be Specific

Instead of "the application isn't working," say "when I click 'Submit Application' on Loan ID 12345, I get an error that says [exact message]."

📋 Have Information Ready

Log in to the platform before calling so you can reference specific screens and loan IDs.

📚 Check the Knowledge Base First

Many common questions are already answered with step-by-step guides.

📸 Use Screenshots

A picture is worth a thousand words when describing technical issues.

Support Escalation

Most issues are resolved through your initial support contact. If you need escalation:

1.  Ask your support representative to escalate
2.  Provide your case or ticket number
3.  Explain why escalation is needed
4.  Allow additional time for management review

Contact Support

Email: clientservices@houseamp.com

Phone: (877) 537-2643

Live Chat: Available in the bottom right of your browser

Hours: Mon–Fri, 9:00 AM – 8:00 PM Eastern


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