Contact Our Support Team

We can help with questions about the request form, the information you submitted and how matching works, but we cannot change a lender's decision, APR, fees, terms or funding date.

People who search for upwise capital customer service often expect to reach the lender that made their offer. We are a free matching service, not a lender, so questions about a loan you already signed belong with that lender.

We can help you

• Understand each step of the loan request process and what lenders typically do next.
• Correct a typo in your contact details or stop further contact about a request.
• Find the name of the lender that made you an offer, so you can contact it directly.
• Make a privacy request to access or delete your information, as described in our privacy policy.
• Report a message that claims to come from us but asks for an upfront fee.

We can't

• Approve, decline, or reverse a lender's credit decision.
• Lower an APR, waive a fee, change a due date or speed up funding.
• Accept loan payments, process refunds of loan charges, or stop a lender's collection activity.

Complaints about a loan offer or agreement go first to the lender that made it, because only the lender can review its own decision, fees, payments or collection practices.

1. Contact the lender. Use the customer service details in your loan agreement. Put the complaint in writing, note the date, and keep copies of everything you send and receive.
2. Go to your state regulator. If the lender does not resolve it, contact the agency that licenses lenders in your state, usually the department of banking or financial institutions.
3. File with the CFPB. You can also submit a complaint to the Consumer Financial Protection Bureau, which forwards it to the company and tracks the response.
4. Tell us, too. If the problem involves our service or a lender in our network, email us with "Complaint" in the subject line so we can review the partner relationship.

Our advertiser and lending disclosure explains how we work with lenders and why the lender, not us, controls your loan terms.

We aim to answer emails within one business day and return voicemails by the next business day, and we send a written reply to complaints about our service within five business days.

• Email: messages sent after 6 p.m. Central, on weekends or on holidays are answered the next business day.
• Phone: during busy periods you may reach voicemail; leave your name, number and a short description.
• Privacy requests: we confirm receipt, verify your identity, and complete the request within the time limit set by the law that applies to you.
• Mail: allow extra time for postal delivery before our reply clock starts.

Many common questions about amounts, credit checks and offers are already answered in our frequently asked questions.