FAQ
BORROWER SELF HELP
- Receive the Link – You’ll get a link from your lender via text or email.
- Log In to Your Bank – Click the link, and you’ll be prompted to enter your online banking login details. This is safe and encrypted, so your credentials are never seen nor stored by DecisionLogic or your lender.
- Verification Success – Once your details are verified, you’ll get a confirmation and be automatically redirected back to the lender’s website.
You’re All Set! The lender now has a secure, read-only version of your bank statements—no need for you to upload any files. Quick, simple, and hassle-free!
We are not a lender, but we are happy to help you find your lender’s contact information. Via email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
For this you would need to reach out to your lender. If you need assistance finding your lender’s contact information, we are happy to help. You can email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
We are happy to help! You can email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202. For self-help, review specific FAQ responses.
The process after you have entered your login credentials, and any security responses should only take a couple of minutes at most. If it has been longer than 3 minutes and you are still seeing the processing screen you will want to reach out to our support team to look into the issue for you. You can email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
We are not a lender, and do not have permission to send you a new link, however, it is possible that your lender may be able to send you a new link. If you need assistance finding your lender’s contact details, we are happy to help. Via email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
Great! You will need to reach out to your lender for next steps. If you need assistance finding your lender’s contact information, we are happy to help. You can email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
iPhone/iPad
Safari
- Go to the Settings app from your device.
- On the Settings page, scroll down and tap Safari.
- Tap Content Settings > Block Pop-ups.
- On the Safari page, under the General section, toggle off the Block Pop-Ups option.
Chrome/Edge
- On your iPhone or iPad, open the Chrome/Edge app.
- At the bottom tap More (three dots) > Settings.
- Tap Content Settings > Block Pop-ups.
- Turn Block Pop-ups on or off.
Google Chrome
- On your computer, open Chrome.
- At the top right, click More (three dots) >Settings.
- Click Privacy and security > Site Settings.
- Click Pop-ups and redirects.
- Choose the option you want as your default setting.
Microsoft Edge
- On your computer, open Edge.
- At the top right, go to Settings and more (three dots).
- At the left side go to Cookies and site permissions.
- Scroll down and click Pop-ups and redirects.
- Move the Block toggle to off.
Android
- On your Android phone or tablet, open the Chrome app.
- To the right of the address bar, tap More (3 dots) > Settings.
- Tap Site Settings > Pop-ups and redirects.
- Turn on Pop-ups and redirects.
You will need to go into your bank app account settings directly and update that information before reattempting to verify. If you have maxed out attempts on the link the lender sent you, you will need to reach out to your lender to get a new link. If you need assistance finding your lenders contact information, we are happy to help. You can email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
You will need to reach out to your lender for next steps, and to see if they have an alternative form of verification. If you need assistance finding your lender’s contact information, we are happy to help. You can email support at support@decisionlogic.com, or chat with us live by clicking the chat icon in the lower right corner of your screen, or by calling us at (858) 586-0202.
You will need to login to your online banking account and change the phone number and or email that is associated with your multifactor authentication. Once that is done, we recommend getting a new link from your lender to retry to verify.
Yes! Neither DecisionLogic nor your lender can ever see your user ID or password, nor can we “login” to your account. This system allows you to securely and privately submit an online, read-only copy of your bank statement. Our platform was designed specially to enhance your privacy and security. It operates at a 256‐bit encryption level. Additionally, the DecisionLogic’s Privacy Program is aligned with global, federal, and state privacy regulations, standards and best practices. DecisionLogic has been audited by a qualified third-party Security Assessor to become SOC-2 certified. This means we have the highest implemented and documented procedures for data protection.
INTEGRATION
Yes! We have a suite of APIs to fit your unique business workflow needs.
Yes! You can fully automate your process using our APIs.
Absolutely! If we are partners with your LMS, it is typically a fast process. If we are not currently partnered with your LMS, please give us your point of contact and we will reach out to them about partnership with DL.
Yes, we do! We can also create more than one sandbox environment if you need a separate testing environment for QA, UAT, etc.
It’s free! DecisionLogic provides you with the all the tools your team needs to successfully integrate the platform into your application. Our integration specialists are also available via call or email to help guide the process and answer any questions your team may have.
DL REPORTS
A pending transactions is a recent transaction that has not yet been fully processed by the bank. If the bank does not take the funds from your account, in most cases, it will drop off the account transactions after 7 days. Not all banks return/show pending transactions.
We return two separate balances for an account:
· Available balance which does include the pending or held transactions amount
· Current balance which does not include pending or held transactions
There are several reasons this can happen. The most common is the borrower changed their login credentials which severs the link to the request. It’s also possible that the borrower’s bank rotated their security questions. This has the same effect as the borrower changing their credentials.
BANK COVERAGE
We support 98% of all online bank accounts and 12 of the top 15 banking alternatives in the United States.
We support banks and credit unions throughout Canada, Australia, New Zealand and South Africa. Coverage of the UK and Germany will be available soon.
Yes, we support two factor authentication. The borrower will either see a box for them to enter a one-time pin or be asked to enter security question response. What they get is all bank specific. The institution sends the OTP and chooses what question to answer.
If a borrower states they are not getting the OTP or doesn’t recognize the security questions, they will have to ensure their cellphone is opted in for two-step authentication or reset their security questions.
If you see an incorrect connection, please reach out to us at support@decisionlogic.com to confirm if we support the correct endpoint for the requested routing number. If we don’t, we are happy to have our data providers to attempt to set up a connection.
In the DecisionLogic Portal, select the “Banks” tab. Here, you can search for a supported bank by name or routing number.
ACCOUNT
You are charged 1 credit for a successful request, 1/2 credit for account errors and 1/2 credit for refresh. You are never charged for bank errors.
Please contact billing@decisionlogic.com for any questions regarding your invoice.
Please contact billing@decisionlogic.com to add a credit package.
In the DL Portal, select the “Admin” tab, then “Users” from the drop-down menu.
Select the username you need to edit, scroll down to the “Status” drop-down menu and set it to the appropriate user status.
Schedule A Demonstration
Please contact us to schedule a demonstration of DecisionLogic and learn how our service will transform your business.