Help with your mortgage application

Yes. You can use the same email address for more than one application.

When you sign in, you'll see a list of your active applications. Select the application you'd like to access.

Go to the sign in page and enter your email address.

You'll see a list of your active applications. Select the application you'd like to continue.

If you haven’t submitted your mortgage application, you can:

• select Continue your Agreement in Principle to return to your existing application, make changes and pick up where you left off
• select Get an Agreement in Principle to start a new application from the beginning

When you sign in, you’ll see a list of your active applications. Select the application you’d like to access.

For your security, we'll temporarily lock access after five unsuccessful sign in attempts.

You'll usually be able to try again after 12 hours.

First, check that all your personal details have been entered correctly and don't contain any unexpected symbols or special characters.

If you're still unable to access your tasks, contact us.

Please upload statements for all your current accounts.

No. Joint account statements only need to be uploaded once.

We accept:

• PDF
• JPG
• PNG

Yes.

PDF copies are preferred, but photos can be uploaded if they're clear, easy to read and show the full document.

We may need additional statements to verify income, benefits or transactions that weren't visible in the documents you've already provided.

We weren't able to verify your identity using the information provided.

Unfortunately, we can't override this decision.

If you'd still like to apply for a mortgage, you can try applying again online or speak to one of our mortgage advisers.

If you're using an iPhone and Google Chrome, try using Safari instead.

This often resolves camera and selfie verification issues.

If your identity verification wasn't successful, your application can't proceed.

If you've received conflicting messages, please contact us and we'll confirm your application status.

Check that:

• your document is valid and in date
• the image is clear and in colour
• the document isn't blurred or damaged
• the details on the document match the details entered in your application
• you've selected the correct document type

For best results:

• place the document on a plain surface
• make sure the document is flat
• use good lighting
• avoid glare and reflections
• make sure the image is clear and in focus
• don't upload screenshots or photocopies