General Questions ID.me LGYhub Funding Fee Payment System VALERI TPSS
Can I be registered under multiple Lenders?
Users can only be registered under one Lender. However, Lenders can have Agent or Sponsor relationships, which allow them to process for multiple Lenders. Please contact your VA Regional Loan Center (RLC) for assistance to inquire about Agent and Sponsor relationships. To locate the RLC in your state, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
What browsers are compatible with VA Loan Guaranty systems?
The browsers that are used to test compatibility for LGYHub and related applications are:
Chrome
Internet Explorer (IE)
Microsoft Edge
NOTE: We cannot guarantee that other browsers will support VA Loan Guaranty Systems.
How do I contact my Regional Loan Center (RLC)?
To locate the RLC in your state and its contact information, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
How do I update my appraiser license information?
Please contact the Construction & Valuation department (C&V) of your VA Regional Loan Center (RLC) for assistance with updating appraiser license information.
To locate the RLC in your state, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
How do I remove an appraiser from the schedule?
Please contact the Construction & Valuation department (C&V) of your VA Regional Loan Center (RLC) for assistance with updating appraiser license information.
To locate the RLC in your state, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
Why can’t I issue a Notice of Value?
Please contact your VA Regional Loan Center (RLC) for assistance with issues regarding loans, COE’s, appraisals or other LGY business questions or problems.
To locate the RLC in your state, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
How do I request a SAR transfer to a new Lender?
The VA group that manages SARs must change data in an internal VA system. Please email SAR support.vbaco@va.gov and identify who you are and provide details regarding the change that is needed.
SAR transfers to a new lender require that a new SAR application be submitted as stated in the VA Lenders Handbook. A fee will also be required related to VBA Circular 26-09-13. See the VA Home Loans website for relevant information.
What is the current COVID-19 Guidance?
The following Circulars have been rescinded as of April 1, 2021.
1. Circular 26-20-10, Lender Guidance for Borrowers Affected by COVID-19
2. Circular 26-20-19, Additional Lender Guidance Concerning COVID-19
3.Circular 26-20-13, Change 1 Valuation Practices during COVID-19 VA is evaluating whether to issue further guidance related to these Circulars.
For guidance outlined in the referenced Circulars, please follow the guidelines in the VA Pamphlet 26-7, VA Lenders Handbook.
NOTE: All appraisals ordered on or after April 3, 2021, will follow guidelines outlined in VA Pamphlet 26-7, VA Lenders Handbook. All parties should continue to consider any health and safety guidance issued by local health authorities and the Centers for Disease Control (CDC).
How do I set up new lender company, agent/broker, servicer, law firm, condo, or builder?
If you need to have a new lender, lender agent (broker), servicer, law firm, condo, or builder added to the VA Loan Guaranty systems, contact your VA Regional Loan Center (RLC).
To locate the RLC in your state, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
How do I resolve a duplicate account error?
The ID.me group can help with errors encountered during the ID.me process.
VA users may submit an online ID.me support ticket by completing the following steps:
1. Navigate to https://help.id.me/hc/en-us/requests/new
2. Enter the email address used to register for ID.me
3. Select “I need help getting verified” under "How can we help you?"
4. Select “Identity Verification – accessing VA.gov/SSA.gov” under "What verification are you completing"
5. Enter a response for what part of the process you are in
6. Describe the issue (if your issue is different than verification, be sure to state that here)
7. Click “Submit”
NOTE: Normal response time for ID.me tickets are 2-4 days.
How do I resolve Error Message E4200?
The ID.me group can help with errors encountered during the ID.me process.
VA users may submit an online ID.me support ticket by completing the following steps:
1. Navigate to https://help.id.me/hc/en-us/requests/new
2. Enter the email address used to register for ID.me
3. Select “I need help getting verified” under "How can we help you?"
4. Select “Identity Verification – accessing VA.gov/SSA.gov” under "What verification are you completing"
5. Enter a response for what part of the process you are in
6. Describe the issue (if your issue is different than verification, be sure to state that here)
7. Click “Submit”
NOTE: Normal response time for ID.me tickets are 2-4 days.
How do I update my name and contact information?
The ID.me group can help with errors encountered during the ID.me process.
VA users may submit an online ID.me support ticket by completing the following steps:
1. Navigate to https://help.id.me/hc/en-us/requests/new
2. Enter the email address used to register for ID.me
3. Select “I need help getting verified” under "How can we help you?"
4. Select “Identity Verification – accessing VA.gov/SSA.gov” under "What verification are you completing"
5. Enter a response for what part of the process you are in
6. Describe the issue (if your issue is different than verification, be sure to state that here)
7. Click “Submit”
NOTE: Normal response time for ID.me tickets are 2-4 days.
How do I register for LGYHub?
The VA is mandating a two-factor authentication and LGYHub will handle that requirement.
To join LGYHub without a PIV card:
1. Navigate to https://lgy.va.gov/
2. Click ID.ME
3. Follow the third-party instructions that will create a login through AccessVA to LGYHub.
If you need additional assistance, feel free to reference this guide: https://www.benefits.va.gov/homeloans/documents/docs/lgy_hub_user_guide.pdf.
How do I reactivate my LGYHub non-admin account?
1. Sign in to LGYHub
2. Enter your 10-digit Lender/Servicer number and the latest 8-digit PIN to update your LGY Hub profile
3. Contact your Lender/Servicer Admin to be granted access
NOTE: User accounts must be validated every 90 days from your company Lender/Servicer Administrators to remain active. PINs will automatically be reset every 30 days. For security reasons PINs will be emailed to the designation lender/servicer Admin of your company.
How do I reactivate my LGYHub Admin account?
1. Sign in to LGYHub
2. Enter your 10-digit Lender/Servicer number and the latest 8-digit PIN to update your LGY Hub profile
Once you have entered the Lender ID and PIN, your account should become available, provided that you were the Lender/Servicer admin upon deactivation.
NOTE: PINs will automatically be reset every 30 days. For security reasons PINs will be emailed to the designation lender/servicer Admin of your company.
How do I find my current LGYHub Pin?
The PIN is necessary to link your Lender or Servicer to your account. To link, you will need to enter your ten-digit Lender or Servicer ID and the current PIN. This is also necessary if your account is deactivated.
Please contact your LGY Lender/Servicer Admin for the current PIN as LGY Case Support cannot send or reset PINs. PINs are reset every 30 days. Our system emails the latest PIN to the Lender/Servicer Point of Contact at each reset.
If you are the Admin you can view and reset your PIN in WebLGY by clicking Admin from the top navigation bar and selecting Reset Lender/Servicer PIN.
If you still are not able to get the Lender/Servicer PIN or if you do not have a Lender Admin, please contact your VA Regional Loan Center (RLC) for assistance. Please see this link to see which RLC supports your state: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
How do I update my profile information?
1. Logon to LGYHub
2. Click on your name in the upper right corner to view your profile
3. Click on Contact Information to update your work email or phone
4. Click on Affiliation Information to change your affiliation ID *
*If you are changing a Lender ID or Servicer ID you will need a current PIN from the company admin. After you enter the current PIN, the company admin will need to activate your account.
*If you are changing an Other Requestor ID you will need a current pin from your VA RLC. Be sure to mention you are an Other Requestor user type in LGY with a law firm.
NOTE:NOTE: Your Lender ID can only be changed once every 30 days.
How do I stop LGYHub from returning me to the login page in Chrome?
1. Click the 3 vertical dots on the upper right of the browser
2. Click “History”
3. Click “Clear Browsing Data”
4. Check the box “Cookies and other site data”
5. Click “Clear Data”
6. Check to see if LGYHub allows you to log in
If these steps did not correct the problem:
1. Close Chrome
2. Reopen Chrome
3. Right-click on the Chrome icon
4. Click “New Incognito Window
6. Check to see if LGYHub allows you to log in
If you continue to have trouble after clearing cookies and attempting the Incognito or Private setting, please create a help ticket at https://lgy.va.gov/lgyhub/help. Be sure to put at the front of your Issue Description, "AccessVA looping problem - Cleared Cookies and Incognito/Private and still a problem" and include the browser being used.
How do I stop LGYHub from returning me to the login page in Internet Explorer?
1. Click the gear icon in the top right corner of the browser
2. Click “Internet Options”
3. Click “Delete” in the “Browsing History” section
4. Select the “Cookies and website data” box
5. Click “Delete”
6. Check to see if LGYHub allows you to log in
If these steps did not correct the problem:
1. Close Internet Explorer
2. Reopen Internet Explorer
3. Right-click on the IE icon
4. Click “New InPrivate Window”
6. Check to see if LGYHub allows you to log in
If you continue to have trouble after clearing cookies and attempting the Incognito or Private setting, please create a help ticket at https://lgy.va.gov/lgyhub/help. Be sure to put at the front of your Issue Description, "AccessVA looping problem - Cleared Cookies and Incognito/Private and still a problem" and include the browser being used.
How do I stop LGYHub from returning me to the login page in Microsoft Edge?
1. Click on the 3 horizontal dots on the top-right of the browser
2. Click “History”
3. Click “Clear History”
4. Select the “Cookies and website saved data”
5. Click “Clear”
6. Check to see if LGYHub allows you to log in
If these steps did not correct the problem:
1. Close Microsoft Edge
2. Reopen Microsoft Edge
3. Right-click on the Edge icon
4. Click “New Private Window”
6. Check to see if LGYHub allows you to log in
If you continue to have trouble after clearing cookies and attempting the Incognito or Private setting, please create a help ticket at https://lgy.va.gov/lgyhub/help. Be sure to put at the front of your Issue Description, "AccessVA looping problem - Cleared Cookies and Incognito/Private and still a problem" and include the browser being used.
Where can I find builder search information?
Builder Search Information can be found at the bottom of the sign in page of LGYHub or at the following link: https://lgy.va.gov/lgyhub/home-builders.
If you have additional questions, please reach out to the Construction and Valuation Group via email at vastaffappraisers@va.gov.
How do I activate new WebLGY Users?
1. Logon to LGY Hub/ID.me and open the WebLGY application
2. Click Admin from the top navigation bar
3. Click activate user
4. Approve users still with the company or remove users who have left the company
How do I validate WebLGY Users?
1. Logon to LGY Hub
2. Open the WebLGY application
3. Click Admin from the top navigation bar
4. Click Validate Users
5.Approve users still with the company or remove users who have left the company
How do I check the validation period?
1. Logon to LGY Hub
2. Open the WebLGY application
3. Click Admin from the top navigation bar
4. Click Validate Users
5. View the next user validation period for your company
NOTE: The Validate User page will tell you the next 15 day window you must validate that the users are still with your company. If you do not do this, the user accounts will expire. If you are in between validation periods, no users will show on the list. When the time period comes, the users will show on the list for you to approve or remove. If they appear on your list multiple times apply the same approval or removal to each one.
What is the affiliation type for brokers in LGYHub?
The user affiliation type within LGYHub for brokers is "Lender". Although the broker is not fully a lender, they are registered the same way as lenders.
What is the affiliation type for a legal firm in LGYHub?
The user affiliation type used for Legal Firms is "Other Requestor.” If you are an “Other Requester” who is trying to register for the VA Loan Guaranty Systems, you will need to contact your VA Regional Loan Center to obtain your ID and PIN information for registration.
To locate the RLC in your state and its contact information, navigate to the following link: https://www.benefits.va.gov/HOMELOANS/contact_rlc_info.asp
What should I do if I see duplicate entries for a user on the 90-day validation screen or activation screen?
If you see a user listed more than once while using the Validate Users function in webLGY (on the Admin menu), select the same action to approve or remove each listing of the user. Do not attempt to remove one listing and approve another for the same user.
We are looking into the issue and hope to correct it soon.
Where can I find condo report information?
Condo Report Information can be found at the bottom of the sign in page of LGYHub or at the following link: https://lgy.va.gov/lgyhub/condo-report
If you have additional questions about condos, please reach out to the Construction and Valuation Group via email at vastaffappraisers@va.gov.
Why can’t I issue a guaranty with my supporting documents?
The “Document Association” should be specific to the case based on “Appraisal Type” and “Date.”
The “Document Type” selection must match the document that you are uploading. Selecting "Other" as the “Document Type” will cause uploaded documents to not be accepted.
Can multiple email addresses be notified of an appraisal upload?
If you need to have additional people notified by email when an appraisal is uploaded, you can enter email addresses in the Requestor Email box (1C) on the Request Appraisal page.
If you do not know the SAR or email to add until after the appraisal is ordered, you can go in up to two days after and use the Review/Update Case link to update box 1C with additional email addresses.
Any valid email addresses in the box 1C will receive email notifications regarding the case updates on when the appraisal report is uploaded and ready for review.
NOTE: Be sure to separate each email address entered with a semi-colon.
How do I create an FFPS account?
1. As the FFPS Admin, log in to FFPS
2. Select the "Create New User" option from the left navigation menu. The “Create New User” form will be displayed
3. Complete the “Create New User” form
4. Click "Submit". The user id and temporary password will be displayed
5. Provide the new user with the id, password, lender id, and PIN via the secure method your organization uses (i.e. encrypted email)
6. Once the account has been set up the user will need to change his or her password when logging in
NOTE: If you are a user in need of an FFPS account, please contact your FFPS Lender Admin to execute these steps.
How do I reset my FFPS account password?
If you are a user who requires an FFPS password reset, please contact your FFPS Lender Admin.
What type of VALERI events must be manually reported?
The following events must be manually reported in the Servicer Web Portal:
Basic Claim
Improper Transfer of Custody
Invalid Sale Results
Partial Payment Returned
Partial Release of Security
Refunding Settlement
Supplemental Claim
Transfer of Custody
VA Purchase Claim
How do I manually report a VALERI event?
1. Select “Report Events” from the VALERI homepage
2. Choose an Accounts Servicer Name
3. Select “Upload Files” and choose a file to upload. You should see a success message displayed. If this message is not displayed, the file was not accepted by the VALERI SWP
Once the event data is processed, the user will receive an e-mail notification of the file upload results. If the file contains any data errors, the event submission will not be accepted. The user will be required to make changes to the event file and resubmit. Events must be reported on a current version of the SWP Events Bulk Upload Template to be accepted.
How do I withdraw a pending VALERI event?
You must be a Servicer Admin to withdraw a pending VALERI event.
1. Navigate to the “Events” panel from the loan information screen
2. Select “Withdraw”
3. Select “Confirm.” User will receive confirmation that event has been successfully withdrawn
How can I get into a TPSS course that is denying me access?
If you are unable to access a TPSS course, please contact TPSS Support at VBA-TPSS-Support@vbatraining.org
How do I obtain a copy of my TPSS certificate for a course?
Please contact TPSS Support at VBA-TPSS-Support@vbatraining.org for assistance retrieving a copy of your TPSS course certificate.
