Having trouble paying your Chase mortgage — here is how to apply for help.
This page covers how Chase handles mortgage assistance requests — the options available, how to apply, what happens after you apply, and where to get free outside help. If you are looking for mortgage help from sources other than Chase — including government programs, nonprofits, and other lenders — see the main page about programs that may offer mortgage assistance.
One key thing worth knowing about Chase upfront: their process assigns you a dedicated Relationship Manager once you apply. This person reviews your situation, contacts you within 30 days of receiving your documents, and walks you through the options you qualify for. You then have 14 days to decide which option to take. That structure is more formal than some lenders, and understanding it can help you move faster. The key is starting the process — the sooner you reach out, the more options Chase has available to work with.
To get started, call 1-800-848-9380 to speak with a Relationship Manager directly. For general mortgage customer service, call 1-800-848-9136. Spanish-speaking customers can call 1-877-496-3138. You can also begin an application online by signing into your Chase account, selecting your home lending account, then choosing Account Services and Mortgage Assistance. The full assistance page is at https://www.chase.com/personal/mortgage/mortgage-assistance.
How Chase Reviews Your Application
To apply, you complete a Request for Mortgage Assistance form and submit it along with supporting documents. Chase will respond within 30 days of receiving everything they need. The letter they send will list which options you are eligible for and which ones you are not, with reasons. Once you receive that letter, you have 14 days to select the option that works for your situation. Your Relationship Manager stays involved throughout.
Documents you will typically need include a written explanation of your hardship, recent pay stubs or other proof of income, your most recent tax return, and a breakdown of your monthly household expenses and debts. If you are self-employed, Chase will also need a profit and loss statement and IRS Form 4506-C. You can upload documents directly through your Chase online account or fax them to 1-866-282-5682. Having everything together before you apply reduces the time it takes to get a decision.
Options for Staying in the Home
Forbearance temporarily pauses or lowers your monthly payment when you are going through a short-term hardship — a job loss, a medical issue, a gap in income. The missed payments are not forgiven, but they stop a foreclosure from starting and give you time to get your finances back in order. Chase will work with you toward the end of the forbearance period to figure out what comes next based on your situation at that point.
A repayment plan is the option to consider when you have already fallen behind but your income has improved to the point where you can handle a somewhat higher payment for a period of time. Chase adds a portion of what you owe to your regular payment each month until you are caught up. It is not a long-term fix but it is a clean way to get current without a modification.
Reinstatement pays off all past-due amounts in a single lump sum on a specific date, bringing the loan current immediately. This only works if you have access to enough money at once — from savings, a loan from family, or another source — to cover everything owed.
A loan modification from Chase permanently changes the terms of your mortgage to make payments manageable for the long term. Chase can adjust the interest rate, extend the loan length, or both, depending on your specific financial situation and the type of loan you have. If you qualify, Chase typically offers a Trial Period Plan first — usually three to four months — at the reduced payment amount. Once you complete that period successfully, the modification becomes permanent and Chase reports the loan as current to the credit bureaus. Read more about how Chase loan modifications now work.
Options That Involve Leaving the Home
If staying in the home is not realistic, Chase has structured options that can help you exit without a full foreclosure on your record — and in some cases they provide relocation assistance to help with moving costs.
A short sale lets you sell the home for less than the mortgage balance. Chase works with you and your real estate agent to determine an acceptable sale price and applies the sale proceeds to your loan. In cases where the full balance is not covered, they may forgive what remains, though there can be tax consequences — consult a tax advisor. In some situations, relocation assistance may be available.
A deed in lieu of foreclosure transfers ownership of the home directly to Chase in exchange for terminating the loan. You do not have to try selling the property first in most cases, and relocation assistance may also be available. Like a short sale, there can be tax implications. Learn more on the deed in lieu of foreclosure page as well.
If your home is worth more than you owe — which applies to many homeowners today given how property values have risen — a traditional sale is also worth considering. If you sell for more than the loan balance, you receive the difference after closing costs, and the mortgage is paid off. Chase explicitly offers guidance on this path as part of their assistance program.
Free Outside Help
Chase has a long-standing partnership with the Homeownership Preservation Foundation, a HUD-approved nonprofit that operates the HOPE Hotline. Calling 1-888-995-4673 connects you with a free HUD-certified housing counselor who can help you understand your options, prepare your application, and communicate with Chase on your behalf. This is a free service, available in English and Spanish.
HUD also maintains its own national counseling network. To find a HUD-approved agency near you, call 1-800-569-4287 or visit https://www.hud.gov/findacounselor. These counselors are free and work in your interest, not the bank's.
A Warning About Mortgage Assistance Scams
Anyone behind on a Chase mortgage — or any mortgage — is a target for scammers claiming to negotiate modifications or stop foreclosures for upfront fees. These operations are fraudulent. Chase does not charge fees for their assistance programs, and no legitimate housing counselor will ask you to pay money upfront to get help. Do not send mortgage payments to anyone other than Chase. Do not sign documents under pressure without reading them. If someone claims to offer a "government-approved" modification or guarantees they can stop your foreclosure, that is a scam. Report it to the Consumer Financial Protection Bureau at https://www.consumerfinance.gov/complaint/ or call 1-855-411-2372.
This page provides general information about Chase mortgage assistance based on publicly available information. Program eligibility, terms, and options can change. Contact Chase directly at 1-800-848-9380 or at chase.com for guidance specific to your loan and situation. This is not legal or financial advice.
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