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, NMLS display, and your first loan officer setup, and every account includes a 30-minute training session. Enterprise document portals often take weeks; DocChaser is built for brokerages that need to start collecting documents now.

Question 2

What do I need to get started?

Accepted Answer

You need a valid NMLS number, basic firm information, and at least one loan officer to assign as an active seat. No IT team, no server configuration, and no technical expertise is required. We handle hosting, SSL certificates, encryption key generation, and subdomain provisioning automatically.

Question 3

Do I need an IT team to set this up?

Accepted Answer

No. DocChaser is a fully managed SaaS platform. We provision your white-labeled portal subdomain, generate your per-organization encryption keys, and issue SSL certificates behind the scenes. You simply enter your branding, invite your team, and start sending document requests.

Question 4

Can I import existing loans?

Accepted Answer

Yes. You can manually create loans through the dashboard or import loan data via CSV. REST API access for custom LOS integrations and bulk data import is on the roadmap for Team plans.

Question 5

Can I see a demo before signing up?

Accepted Answer

Yes. Visit our homepage screenshot gallery for a visual walkthrough, or request a personalized demo at support@docchaser.io. We also offer a live demo environment with sample broker and borrower accounts so you can experience the full workflow before committing.

Question 6

What if I need help during setup?

Accepted Answer

Every new account includes a 30-minute training session where we walk you through firm setup, portal branding, document templates, and your first loan. Team plans receive priority chat and email support, and Firm plans include a dedicated account manager.

Question 7

My team is small. How painful is onboarding?

Accepted Answer

DocChaser is specifically designed for independent brokerages and small teams. Most users can create their first document request within minutes of finishing onboarding. If you can send an email, you can use DocChaser — there is no complex CRM configuration or LOS mapping required to get started.

Question 8

How much does DocChaser cost for a solo broker?

Accepted Answer

DocChaser is priced per seat: $179 per seat per month for 1–2 seats, and $139 per seat per month for 3 or more seats — every seat runs the full platform with unlimited active loans, your branded borrower portal, email and SMS reminders, and all loan-type templates. There are no per-loan fees, no per-borrower fees, and no hidden charges. At 3-5 loans per month, DocChaser typically pays for itself by reclaiming 15-25 hours of manual document chasing.

Question 9

What is the typical software cost per month per loan officer?

Accepted Answer

DocChaser is priced per seat: $179 per seat per month for 1–2 seats, and $139 per seat per month for 3 or more seats (3 seats = $417/mo). Every seat runs the full platform. Firms with 10+ seats get custom volume pricing. Admin, assistant, processor, read-only, and borrower users are always free.

Question 10

What is the ROI? How much time will this actually save me per loan?

Accepted Answer

The average broker spends 6-10 hours per loan manually following up on documents through email and phone. DocChaser reduces that to under 1 hour of broker attention per loan through automated reminders, a real-time borrower checklist, and organized document review. At 10 loans per month, that is 50-90 hours reclaimed for originating new business.

Question 11

I only close 3-5 loans a month. Is a dedicated document portal worth it?

Accepted Answer

Yes. At 3-5 loans per month, DocChaser costs less than one hour of a processor's time while eliminating the email chaos, missed documents, and resubmission loops that slow down every file. Solo brokers using DocChaser report faster clear-to-close times and fewer borrower complaints within the first few loans.

Question 12

Can I change plans later?

Accepted Answer

Yes. You can upgrade or downgrade at any time, and prorated billing applies. Your documents, loans, templates, and borrower portal settings remain intact when you switch plans.

Question 13

What payment methods do you accept?

Accepted Answer

We accept all major credit cards and ACH bank transfer for annual billing. A credit card is required for verification to start your trial, but you will not be charged during the 14-day free trial period.

Question 14

Do borrowers pay to use the portal?

Accepted Answer

No. Borrowers use your white-labeled portal for free. You only pay for active loan officer seats; admin, assistant, processor, read-only, and borrower users are included at no extra charge.

Question 15

What counts as an active LO seat?

Accepted Answer

An active LO seat is any user with a loan officer role who can create loans and send portal links to borrowers. Admin, assistant, processor, and read-only users do not count toward your seat limit. You can invite unlimited borrowers and support staff at no extra cost.

Question 16

How is DocChaser different from Floify or other document portals?

Accepted Answer

While platforms like Floify treat document collection as a standalone feature, DocChaser is a complete mortgage operations ecosystem. We replace email threads, Dropbox folders, Excel trackers, generic CRM reminders, and spreadsheet checklists with one unified platform. Key differences include per-organization AES-256-GCM encryption, multi-channel email and SMS reminders (phone call reminders coming soon), TRID countdown timers, upload-only borrower portals, and 24-hour white-label setup.

Question 17

Why should I use DocChaser instead of email and attachments?

Accepted Answer

Email creates disorganized threads, attachment size limits, unencrypted sensitive files, and no audit trail. DocChaser gives borrowers a single secure checklist, accepts files up to 25MB, encrypts every document at rest with AES-256-GCM, and logs every action in an append-only audit log. You stop chasing and start closing.

Question 18

We already use Dropbox or Google Drive for files. Why switch?

Accepted Answer

Consumer file-sharing tools lack mortgage-grade audit trails, role-based access, per-organization encryption, and borrower-friendly checklists. DocChaser isolates each brokerage's encryption keys, prevents borrowers from seeing other borrowers' files, and provides a real-time document status view that shared folders cannot match.

Question 19

Our CRM already sends reminders. What does DocChaser add?

Accepted Answer

Generic CRM reminders are not mortgage-specific and lack TCPA compliance controls, multi-channel escalation, and quiet-hour enforcement. DocChaser coordinates email and SMS reminders in one sequence with documented consent, opt-out handling, daily caps, and a full audit trail of every send — phone call reminders are in development.

Question 20

Is DocChaser just another secure file upload tool?

Accepted Answer

No. DocChaser is a full mortgage document operations platform that replaces 5-7 disconnected tools: email, file storage, generic reminders, Excel trackers, spreadsheet checklists, and manual compliance logs. It combines borrower portal, document management, automated reminders, Kanban pipeline, TRID tracking, audit logging, and team RBAC in one system.

Question 21

Does DocChaser replace my loan origination system (LOS)?

Accepted Answer

No. DocChaser complements your LOS by handling the document collection, borrower communication, and compliance tracking layers that most LOS platforms do poorly. Encompass and Calyx Point integrations are in development, and a public API to sync data with any LOS is on the roadmap for Team plans.

Question 22

How does DocChaser compare to enterprise platforms like Blend or nCino?

Accepted Answer

Enterprise platforms often require 3-6 month implementations, dedicated IT resources, and "contact sales" pricing. DocChaser delivers white-labeled portals in 24 hours, publishes transparent per-LO pricing, and is built specifically for independent mortgage brokers rather than bank IT departments.

Question 23

How does DocChaser encrypt borrower documents?

Accepted Answer

Every document is encrypted with AES-256-GCM at rest using a unique encryption key assigned to your brokerage — not a shared tenant key. Your organization's key is wrapped by a master key, meaning a breach at one firm cannot expose another firm's documents. Documents are transmitted via TLS 1.3, and we never store unencrypted files on disk.

Question 24

Is DocChaser more secure than email for collecting mortgage documents?

Accepted Answer

Yes. Email is transmitted and stored in plaintext on most servers, creating compliance and breach risk. DocChaser uses TLS 1.3 in transit, AES-256-GCM at rest, per-organization key isolation, and a zero-knowledge architecture where even DocChaser cannot read your documents.

Question 25

Who can access my borrowers' documents?

Accepted Answer

Only users you explicitly authorize within your firm. DocChaser enforces role-based access controls: Owners see everything, Admins manage team and settings, Members work on loans and documents, ReadOnly users have view-only access, and borrowers see only their own checklist. We cannot access your documents because of our zero-knowledge architecture.

Question 26

Does DocChaser support multi-factor authentication?

Accepted Answer

Yes. Email MFA is required for every account at login, and TOTP authenticator-app MFA can be enabled for an additional layer. Recovery codes are generated and shown once during setup. This applies to loan officers, admins, and borrowers.

Question 27

What happens if someone tries to replay a login link?

Accepted Answer

DocChaser issues single-use HMAC-SHA256 auto-signin tokens that expire after 24 hours and are hash-cleared on first use. JWT tokens are bound to a device fingerprint, and logout immediately blocks the token jti from reuse. Refresh token hashes are rotated on every refresh.

Question 28

How do you protect against bots and automated attacks?

Accepted Answer

Every public-facing form and portal access point is protected by Cloudflare Turnstile managed bot detection. We also enforce rate limiting on authentication endpoints, device fingerprint session binding, and a 3 concurrent session limit per user enforced server-side in Redis.

Question 29

Can borrowers access documents after upload?

Accepted Answer

No. DocChaser uses an upload-only borrower portal: borrowers can upload files but cannot download them. This is a deliberate security control that prevents breach expansion if a borrower's link or device is compromised. Brokers download documents through the authenticated dashboard.

Question 30

What happens to my data if I cancel?

Accepted Answer

You can export all documents and loan data before cancellation. We retain data for 30 days post-cancellation to allow recovery, then securely delete it. Completed loans can be retained for 7 years per your compliance policy, and incomplete loans are archived after 90 days.

Question 31

Is DocChaser audited?

Accepted Answer

We are actively building toward SOC 2 Type II readiness. Internal security reviews, red team exercises, and penetration testing are part of our roadmap. Our PostgreSQL audit log is append-only by design, and we will share third-party audit reports as they become available.

Question 32

Do borrowers need to create an account to upload documents?

Accepted Answer

No. Borrowers click a secure link in your branded email or text message, verify their email with a one-time 6-digit code, and upload immediately. No passwords to remember, no apps to download, and no accounts to manage. If they lose the link, automated reminders resend it automatically.

Question 33

My borrowers are not tech-savvy. Will they actually use a portal?

Accepted Answer

Yes. DocChaser is designed for non-technical borrowers. The portal works on any smartphone browser without an app, shows a clear checklist of what is needed, and lets borrowers upload by taking a photo or selecting a file. No account creation means there is nothing for them to forget.

Question 34

Can borrowers upload from their phone without downloading an app?

Accepted Answer

Yes. The portal is a responsive web experience that works on iPhone, Android, tablets, and desktop browsers. Mobile users can capture documents directly with their camera, while desktop users can drag and drop files. No app store, no installation, no updates.

Question 35

What does the borrower see?

Accepted Answer

Borrowers see your logo, your brand colors, your NMLS number, and a personalized checklist showing exactly which documents are pending, uploaded, approved, or rejected. They never see DocChaser branding, and they can send a message to their loan officer through the portal if they have questions.

Question 36

Can borrowers see the status of their documents in real time?

Accepted Answer

Yes. The borrower checklist updates in real time as documents are uploaded, approved, or rejected. Borrowers immediately see when something needs to be re-uploaded and can read the broker's rejection note, eliminating back-and-forth phone calls and emails.

Question 37

What happens when a borrower uploads the wrong document?

Accepted Answer

You review the upload and reject it with a note explaining exactly what is needed. The borrower sees the rejection in their checklist and can re-upload the correct document. Every review action is logged in the audit trail for compliance.

Question 38

What file types can borrowers upload?

Accepted Answer

Borrowers can upload PDF, JPG, JPEG, and PNG files. We validate file types using magic numbers and deep content inspection, not just file extensions, to prevent malicious uploads. The maximum file size is 25MB per file.

Question 39

What if borrowers lose the link?

Accepted Answer

Automated reminders resend the portal link on schedule. You can also copy a fresh secure link from the loan detail page in one click. Auto-signin tokens are single-use and expire after 24 hours for security, but you can generate a new one instantly.

Question 40

Can I create reusable document checklists for different loan types?

Accepted Answer

Yes. DocChaser includes templates for common loan types such as Purchase, Refinance, FHA, VA, USDA, and Jumbo. You can customize templates per loan, and every seat lets you create and save your own reusable templates. This eliminates the need to write the same email request 50 times a month.

Question 41

How do I know which documents are actually missing from a borrower file?

Accepted Answer

The loan detail page and dashboard show a real-time checklist with visual status indicators for every required document. Pending items are highlighted, uploaded items are timestamped, and approved items are marked complete. You no longer need to manually check email threads or spreadsheets.

Question 42

Can I organize documents in folders?

Accepted Answer

Yes. DocChaser includes a folder-based document manager with recursive tree navigation, colored folders, breadcrumbs, grid and list views, and drag-and-drop organization. You can create folders for income, assets, credit, property, disclosures, and any custom categories your firm needs.

Question 43

Can I move documents between folders?

Accepted Answer

Yes. Documents can be moved between folders using the move dialog, and the system prevents folder cycles. Folder permissions follow the same RBAC rules as the rest of the platform, so you control who can organize files.

Question 44

Can I review and approve or reject uploaded documents?

Accepted Answer

Yes. Every uploaded document can be reviewed by an authorized broker or processor. You can approve it, reject it with a note, and request a re-upload. The borrower sees the feedback instantly, and every review action is logged in the audit trail.

Question 45

Can I add custom document requirements per loan?

Accepted Answer

Yes. In addition to reusable templates, you can add ad-hoc custom document requirements to any individual loan. This is ideal for underwriter conditions or unique borrower situations that do not fit a standard template.

Question 46

Is there a way to see at a glance which loans are stuck waiting for documents?

Accepted Answer

Yes. The Kanban pipeline shows every loan at a glance with color-coded status: ON_TRACK, AT_RISK, and OVERDUE. You can drag loans between stages and filter by status, loan officer, or due date to focus on the files that need attention.

Question 47

Can I hide internal broker-only notes from borrowers?

Accepted Answer

Yes. Internal notes, broker-only document requirements, and review comments stay inside the broker dashboard and are never shown to borrowers. Borrowers only see their assigned checklist items and your approved rejection notes when a re-upload is needed.

Question 48

How do DocChaser's automated reminders work?

Accepted Answer

DocChaser coordinates a multi-channel reminder sequence that escalates from email to SMS based on your chosen intensity — for example Day 1 email, Day 2 SMS, Day 3 email, Day 5 SMS — then every 2-3 days until complete. A phone-call escalation step is in development.

Question 49

Does DocChaser send SMS reminders to borrowers?

Accepted Answer

Yes. SMS reminders are included on all plans, and automated phone call reminders are planned for all plans. Every SMS includes opt-out instructions, and quiet hours are enforced from 8 AM to 9 PM in the borrower's timezone to maintain TCPA compliance.

Question 50

How many reminders are sent? I don't want to spam my borrowers.

Accepted Answer

Reminder frequency is controlled by intensity: Gentle, Standard, or Aggressive. Each intensity has a preset cadence, daily cap, and cooldown period to prevent borrower fatigue. You can also pause reminders for a specific borrower or send a one-off manual reminder with cooldown tracking.

Question 51

Do you make actual phone calls, or just email and text?

Accepted Answer

Yes. Reminders can be delivered by email, SMS, and automated voice call on all plans. Every call identifies DocChaser and your organization at the start, offers a verbal opt-out option (press 9), and is placed only between 8 AM and 9 PM in the borrower's local time.

Question 52

Can I customize reminder messages with my branding?

Accepted Answer

Yes. You can customize email subject lines, body copy, sender name, and organization signature. SMS reminders use standardized templates for compliance, but they are sent from your branded portal context so borrowers always know the message is from your firm.

Question 53

Can borrowers opt out of SMS reminders?

Accepted Answer

Yes. Every SMS includes "Reply STOP" instructions, and every automated call offers a verbal opt-out option (press 9). Opt-outs take effect immediately and suppress further reminders automatically.

Question 54

How do you handle TCPA compliance for text messages?

Accepted Answer

DocChaser documents consent, enforces quiet hours from 8 AM to 9 PM borrower timezone, limits attempts to 3 per 24-hour period, and processes opt-out webhooks in real time. Our telephony provider handles the actual SMS delivery with full delivery-status tracking.

Question 55

How does DocChaser help me meet TRID deadlines?

Accepted Answer

DocChaser automatically calculates TRID deadlines based on loan application date and milestone stages, then displays live countdown timers on your dashboard and loan detail pages. The timer turns amber at 3 days remaining and red when overdue. Every document request, upload, and reminder is logged in an append-only audit trail for compliance review.

Question 56

If I send document requests through a portal, does that count as a disclosure under TRID?

Accepted Answer

DocChaser tracks when document requests are sent and when borrowers acknowledge or upload responses, providing timestamped evidence for your compliance file. TRID disclosure classification depends on the specific content and timing of your communication, so consult your compliance counsel for legal interpretation.

Question 57

How does DocChaser handle GLBA requirements?

Accepted Answer

We protect consumer financial information through AES-256-GCM encryption, role-based access controls, device-bound sessions, audit logging, and privacy safeguards. Only authorized users in your firm can access borrower data, and every access attempt is logged with timestamp and client IP.

Question 58

Does DocChaser help with ECOA compliance?

Accepted Answer

Yes. DocChaser maintains standardized checklists, fair lending indicators, and append-only audit trails to ensure consistent treatment across borrowers. By applying the same document requirements and review workflow to every loan, you reduce the risk of disparate treatment.

Question 59

Can I export audit trails for my regulator?

Accepted Answer

Yes. Audit trails are exportable as CSV on all plans. Every action — login, logout, upload, review, role change, reminder send, MFA change, session limit, device mismatch, and bot failure — is logged with actor, timestamp, IP address, and success status in an append-only PostgreSQL log.

Question 60

What about Florida telemarketing rules?

Accepted Answer

DocChaser enforces quiet hours from 8 AM to 9 PM in the borrower's timezone, limits reminders to 3 per 24 hours, and honors opt-outs immediately. Automated voice calls enforce the same calling hours and identify DocChaser and your organization at the start of every call. These controls help you stay compliant with Florida and federal telemarketing requirements.

Question 61

How long are documents retained for regulatory purposes?

Accepted Answer

Completed loans can be retained for 7 years per standard mortgage recordkeeping requirements. Incomplete loans are archived after 90 days. Cancelled accounts receive a 30-day grace period for export before secure deletion. You can configure retention settings to match your firm's compliance policy.

Question 62

Does DocChaser support PCI DSS for payments?

Accepted Answer

DocChaser never sees raw credit card numbers. All payments are processed through Stripe Checkout, which is PCI DSS compliant under SAQ A. Your card data never touches our servers.

Question 63

How do team permissions work?

Accepted Answer

DocChaser uses 5-tier RBAC: Owner has full access including billing; Admin manages team and settings but cannot change billing; Member manages loans, documents, and reminders; ReadOnly has view-only access; and ClientUser is portal-only. Permission gates enforce these rules throughout the UI and API.

Question 64

How do I keep my processor, underwriter, and loan officer on the same page?

Accepted Answer

The loan detail page and Kanban pipeline provide a single shared view of document status, review notes, and loan stage. Instead of forwarding email chains, every authorized team member sees the same real-time checklist and audit log.

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