Freezing a loan halts all financial activity — interest stops accruing, no payments are due, and no payment notifications are sent to the borrower. Use this tool when a borrower has opened a dispute, is experiencing financial hardship, or when circumstances require temporarily pausing the loan. Unfreeze the loan when you are ready to restart normal loan activity.
Availability: All clients Required permissions: loan:freeze (to freeze); loan:unfreeze (to unfreeze) Loan status: Freeze requires active; Unfreeze requires frozen Loan types: All
Freezing a loan immediately stops interest accrual, cancels upcoming payment due dates, and suspends Autopay. The borrower does not owe any payments while the loan is frozen.
- From the agent-view Borrower Portal, open the loan and select Loan options > Freeze.
- Optionally select Send notice to borrower to email the borrower about the freeze.
- If your company requires a Case ID, select a case from the Case ID dropdown. See Global behaviors — Case ID requirement.
- Select Freeze.
The loan status changes to frozen. The freeze appears in the borrower's Activity view.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Send notice to borrower | Sends an email to the borrower informing them that the loan has been frozen. | No | Checkbox |
| Case ID | The case associated with this action. | Conditional | Select from open cases. Required when forceCaseIdOnAgentActions is enabled. |
Unfreezing restarts interest accrual, payment due dates, and borrower notifications. Before unfreezing, you must decide how to handle the interest and due dates that were skipped during the freeze period.
- From the agent-view Borrower Portal, open the frozen loan and select Loan options > Unfreeze.
- Configure the payment schedule options:
- Select Accrue interest retroactively if the system should calculate interest for the period the loan was frozen. Leave it cleared to waive interest for the freeze period.
- Select Shift due dates if the system should add new due dates to the end of the loan to replace the due dates the borrower missed while the loan was frozen. Leave it cleared to keep the original end date, which may increase the borrower's final payment amount.
- Select Preview to generate the updated payment schedule.
- Review the payment schedule. Select View full payment schedule to see all future due dates.
- Optionally select Send notice to borrower to email the borrower about the unfreeze. This checkbox is selected by default.
- If your company requires a Case ID, select a case from the Case ID dropdown.
- Select Unfreeze loan.
The loan status changes back to active. The updated schedule takes effect immediately.
Important: You must preview the payment schedule before you can submit the unfreeze. The Unfreeze loan button remains disabled until you generate a preview.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Accrue interest retroactively | Calculates interest for the freeze period. If cleared, no interest accrues for the time the loan was frozen. | No | Checkbox (default: cleared) |
| Shift due dates | Adds new due dates to the end of the loan equal to the number of due dates missed during the freeze. If cleared, the loan end date does not change. | No | Checkbox (default: cleared) |
| Payment schedule | Preview of the updated loan schedule based on your selections. Select Preview to generate. | Yes (must preview before submitting) | Read-only schedule display |
| Send notice to borrower | Sends an email to the borrower informing them that the loan has been unfrozen. | No | Checkbox (default: selected) |
| Case ID | The case associated with this action. | Conditional | Select from open cases. Required when forceCaseIdOnAgentActions is enabled and a preview has been generated. |