# Promise to pay

A promise-to-pay plan tracks an informal agreement between a borrower and lender. Unlike a payment plan, it does not change the loan schedule or due amounts — it monitors whether the borrower adheres to the agreed payment cadence. Use this tool when a borrower verbally commits to a payment schedule and you want to track compliance.

**Availability:** All clients
**Required permissions:** `promise.to.pay.plan:create` AND `promise.to.pay.plan:update` (both required to access the tool)
**Loan status:** `active`
**Loan types:** All

## Before you begin

- Only one active promise-to-pay plan is allowed at a time. To change a plan, cancel the existing one first and create a new one.
- Promise-to-pay plans do not schedule payments for automatic processing. The borrower must make payments manually.
- While a promise-to-pay plan is in place, other hardship tools can still be used — unlike payment plans, promises do not lock out other schedule modifications.
- A plan reaches its terminal state automatically: `kept` if the borrower made all promised payments, `broken` if they missed one, or `canceled` if you cancel it.


## Create a promise-to-pay plan

1. From the agent-view Borrower Portal, open the loan and select **Loan options** > **Promise to pay**.
2. Select the **Frequency** for the plan: One-time, Bespoke, Monthly, Twice a month, Every two weeks, or Weekly.
3. Depending on the frequency:
  - For recurring frequencies (Monthly, Twice a month, Every two weeks, Weekly), select the **Day** the payment is expected.
  - For **Bespoke**, configure the **Schedule** by adding specific date and amount combinations.
4. Select the **Start date** for the plan. The date cannot be in the past.
5. For recurring frequencies, enter the **Number of payments** expected.
6. Enter the **Amount** the borrower agreed to pay per period.
7. Review the **Payment schedule** summary. Select **View full payment schedule** to see all promised payment dates and amounts.
8. If your company requires a Case ID, select a case from the **Case ID** dropdown. See [Global behaviors — Case ID requirement](/servicing-operations/agent-only-tools/agent-tools-overview#case-id-requirement).
9. Select **Create promise to pay**.


The plan is created and begins tracking on the start date.

## Cancel a promise-to-pay plan

If a plan is active, this tool displays the plan details with a cancel option.

1. From the agent-view Borrower Portal, open the loan and select **Loan options** > **Promise to pay**.
2. Review the active plan details.
3. Select **Cancel plan**.
4. Enter a **Cancellation reason**.
5. Optionally enter **Details**.
6. If your company requires a Case ID, select a case from the **Case ID** dropdown.
7. Confirm the cancellation.


After cancellation, there are no changes to the loan schedule, due amounts, or interest accrual. You can create a new promise-to-pay plan immediately.

## View past plans

After a plan reaches its terminal state (kept, broken, or canceled), you can view its details in this tool. If no active plan exists, the tool displays a history of all past plans. You can also view promise-to-pay summaries from the Collections Case in the CRM.

## Field reference

### Create plan

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Frequency** | How often the borrower promises to pay. | Yes | Select: One-time, Bespoke, Monthly, Twice a month, Every two weeks, Weekly |
| **Day** | The recurring day the promise is evaluated. Shown for recurring frequencies. | Conditional | Select (day of month or day of week depending on frequency) |
| **Schedule** | Custom date and amount pairs. Only shown for Bespoke frequency. | Conditional | Dynamic array of date + amount rows |
| **Start date** | The date the plan begins. Cannot be in the past. | Yes | Date |
| **Number of payments** | How many payments the borrower promises to make. Shown for recurring frequencies. | Conditional | Number |
| **Amount** | The amount the borrower agrees to pay per period. | Yes | Currency |
| **Payment schedule** | Preview of all promised payment dates and amounts. | — | Read-only display |
| **Case ID** | The case associated with this action. | Conditional | Select from open cases. Required when `forceCaseIdOnAgentActions` is enabled. |


### Cancel plan

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Cancellation reason** | The reason for canceling the plan. | Yes | Select: Canceled by user, Loan charged off, Loan accelerated, Other promise to pay offered, Other |
| **Details** | Additional context about the cancellation. | No | Text |
| **Case ID** | The case associated with the cancellation. | Conditional | Select from open cases. |


## Related pages

- [Agent-only loan tools](/servicing-operations/agent-only-tools/agent-tools-overview)
- [Create a payment plan](/servicing-operations/agent-only-tools/agent-tools-payment-plan)
- [Change loan terms](/servicing-operations/agent-only-tools/agent-tools-change-terms)
- [Defer payments](/servicing-operations/agent-only-tools/agent-tools-deferrals)