--- title: How Borrowers can Request Autopay Changes in their Portal description: This article reviews how borrowers can request a change to their loan ACH autopay settings. --- [Skip to content](https://help.themortgageoffice.com/knowledge/how-to-request-autopay-change#main-content) [![TMO-LO~1](https://help.themortgageoffice.com/hs-fs/hubfs/TMO-LO~1.png?width=200&height=65&name=TMO-LO~1.png)](https://www.themortgageoffice.com/) - [Platform](https://www.themortgageoffice.com/products/) Show submenu for Platform - [Loan Servicing](https://www.themortgageoffice.com/products/loan-servicing-software/) - [Loan Origination](https://www.themortgageoffice.com/products/loan-origination-software/) - [Fund Management](https://www.themortgageoffice.com/products/fund-management-software/) - [Knowledge Hub](https://www.themortgageoffice.com/knowledge-hub/) Show submenu for Knowledge Hub - [Blog](https://www.themortgageoffice.com/blog/) - [Resources](https://www.themortgageoffice.com/resources/) - [Webinars](https://www.themortgageoffice.com/resources/?_resource_types=on-demand-webinars) - [Seminars](https://www.themortgageoffice.com/seminars/) - [FAQs](https://www.themortgageoffice.com/frequently-asked-questions/) - [Release Notes](https://help.themortgageoffice.com/knowledge/release-notes) Open main navigation Close main navigation - [Platform](https://www.themortgageoffice.com/products/) Show submenu for Platform - [Loan Servicing](https://www.themortgageoffice.com/products/loan-servicing-software/) - [Loan Origination](https://www.themortgageoffice.com/products/loan-origination-software/) - [Fund Management](https://www.themortgageoffice.com/products/fund-management-software/) - [Knowledge Hub](https://www.themortgageoffice.com/knowledge-hub/) Show submenu for Knowledge Hub - [Blog](https://www.themortgageoffice.com/blog/) - [Resources](https://www.themortgageoffice.com/resources/) - [Webinars](https://www.themortgageoffice.com/resources/?_resource_types=on-demand-webinars) - [Seminars](https://www.themortgageoffice.com/seminars/) - [FAQs](https://www.themortgageoffice.com/frequently-asked-questions/) - [Release Notes](https://help.themortgageoffice.com/knowledge/release-notes) - [Contact Support](https://help.themortgageoffice.com/knowledge/kb-tickets/new) [Contact Support](https://help.themortgageoffice.com/knowledge/kb-tickets/new?hsLang=en) How can we help you? - There are no suggestions because the search field is empty. 1. [Knowledge Base](https://help.themortgageoffice.com/knowledge?hsLang=en) 2. [Online Portals](https://help.themortgageoffice.com/knowledge/online-portals?hsLang=en) 3. [Borrowers](https://help.themortgageoffice.com/knowledge/online-portals?hsLang=en#borrowers) September 8, 2026 # How Borrowers can Request Autopay Changes in their Portal ## This article reviews the quick process for a Borrower to request a change to their Autopay settings and what to do when these requests are received. ### **Enabling the Change Request Option![Enable Change Requests](https://help.themortgageoffice.com/hs-fs/hubfs/Enable%20Change%20Requests.png?width=249&height=258&name=Enable%20Change%20Requests.png)** To activate the option for Borrowers to request a change to their Autopay settings, an option needs to be enabled in the Online Portal settings. To find this option, navigate to **Online Portals** **\> Options**. This is where you will find a check box to **Enable Autopay Change Requests**. **Note**: This setting is currently impacts all Borrower portals. ### **Where Borrowers Can Request the Change** Borrowers desiring to change their Autopay should navigate from the Overview page of their portals to My Loans at the bottom. When expanding on the loan options, there is a link to **Loan Details** to view additional information particular to that loan. Once Loan Details has been access, an option at the very bottom shows the Borrower additional Autopay details for that loan, including a button to **Request Changes**. ![Request Change](https://help.themortgageoffice.com/hs-fs/hubfs/Request%20Change.png?width=670&height=210&name=Request%20Change.png) ### **Submitting Change Requests ![Change Request 2](https://help.themortgageoffice.com/hs-fs/hubfs/Change%20Request%202.png?width=292&height=360&name=Change%20Request%202.png)** Once a Borrower clicks to **Request Changes**, a new window pops up for them to select the changes desired, and submit once completed.  Available options to request changes for include: - **Loan Status:** Active, Hold, Cancelled - Bank Routing Number - Bank Account Number - Next Debit Date Once their changes have been indicated, the **Request Changes** button at the bottom becomes available to click to complete the request. After the request has been sent, the **Autopay Details** update to reflect that, while allowing edits to the requested change. ![Change Submitted in Portal](https://help.themortgageoffice.com/hs-fs/hubfs/Change%20Submitted%20in%20Portal.png?width=670&height=324&name=Change%20Submitted%20in%20Portal.png) ### **Reviewing the Requested Changes![Notification](https://help.themortgageoffice.com/hs-fs/hubfs/Notification.png?width=248&height=218&name=Notification.png)** After the request is sent, a notification appears in the notifications panel inside TMO. This notification takes you directly to the loan, where additional details are available around the nature of the changes. These changes are reflected within the **Borrower** \> **ACH** details of the loan. ![View Requested Change](https://help.themortgageoffice.com/hs-fs/hubfs/View%20Requested%20Change.png?width=670&height=414&name=View%20Requested%20Change.png) Clicking to **View Requested Changes** opens a new window, where you can see exactly what has been requested for the loan. Here you can **Accept** or **Decline** the change, with additional support to **message** the Borrower should any additional clarification or correspondence be beneficial. ![Accept Decline Message](https://help.themortgageoffice.com/hs-fs/hubfs/Accept%20Decline%20Message.png?width=670&height=279&name=Accept%20Decline%20Message.png) Once a decision has been made, the appropriate option is selected and then confirmed. 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