PAID FAQ

PAID (Payments Automated Intelligent and Dynamic) is a tool that allows Servicers and their vendors to submit, manage and view the status of expenses of loans serviced for Freddie Mac.

For the best experience, we recommend using Google Chrome^TM to access PAID. Other browsers are not fully compatible with PAID and may prevent the ability to access certain functions (e.g., open attachments, view reports, etc.).

Access is provided to users through Access Manager. Request access from your organization’s Access Manager administrator. PAID is accessible from within Servicing Gateway and will be available under My Tools once access has been granted. Reference the video clip to help you sign up for access.

The Servicer’s primary elevated, primary or secondary administrator will create an account for the vendor user. The Servicer’s administrator will then assign PAID access for their servicer number(s) to the vendor user’s account, enabling a separate account for each of their servicing partners. Use this job aid for instructions on setting up access in PAID.

The master Servicer can only view expense submissions by the sub servicer in PAID for their Seller/Servicer number(s). 

Only the sub servicer will have access to the ACH transaction information within eBill. Transactions in eBill will appear under one Seller/Servicer number; if a sub servicer submits the expense, the payment will be rolled up to the Seller/Servicer number.

With PAID, your expenses are submitted at an expense level versus a claim level. After you have entered all expenses, you can submit them one at time or all at once. See a walkthrough on how to create and submit expenses in the PAID Learning Series video clip.

The preferred way to look up a loan in PAID is by using the Freddie Mac Loan Number. PAID will also allow you to easily search by Servicer Loan Number.

The following reports will be available on the Reports page:

• PAID Expense Status Report – generated daily (if there are no status changes in your submitted expenses, this report is not generated)
• Audit Summary Report – generated weekly (if expenses are selected for audit)

Reports will remain available for 15 business days from the date they are created. Refer to the online help for additional details.

When you enter an expense in Expense Builder, the allowable amount will display beside the Expense Code after it’s selected. You can also refer to the Single-Family Seller/Servicer Guide (Guide), Exhibit 74, which contains all the expense and income codes for expense reimbursement.

We have combined the RPA and expense reimbursement request transactions into one single submission in PAID to eliminate the need to submit the expense twice. An RPA is appropriate whenever you are incurring over-allowable amounts, expenses that do not have allowable amounts associated with them, or expenses for which you are seeking prior approval. Learn more about RPAs in the PAID Learning Series video clip.

Note: Loan modification expenses can be processed without the need to submit an RPA.

RPAs and expenses can be submitted through the bulk upload expense submission process. An uploaded bulk file can include RPAs and expenses. You have the flexibility to upload any required supporting documents during or after completing your bulk upload. Keep in mind that bulk uploads can take up to 15 minutes to process.

Note: Special characters are not supported in the Vendor Name or Comments fields within the bulk file submission process.

No. Expenses are evaluated by the system at the expense level and exceptions are expense specific. Expense level appeals should resolve the comments or exceptions specific to that expense.

Yes. You can upload one or multiple files for each expense or multiple expenses by clicking on Expense Entry then the Add Supporting Docs sub-menu. Use the following file name format to ensure the supporting document gets assigned to the correct expense: FM_LoanID_ExpenseCode_WorkCompleteDate (i.e.: 000115452_404005_MMDDYY.jpg).

Navigate to the Loan Management - Previous Expenses section in PAID to view the expense status or navigate to Loan Management -Search Expenses and enter the criteria. Click on the Expense ID to view expense details, payment history, exception messages and any comments associated with the expense.

Only draft expenses can be deleted via the Expense Builder or Bulk Upload screens. Once an expense has been submitted, it can only be withdrawn and not deleted. A withdraw can be completed prior to the status changing to pending payment and paid or void.

Yes, documentation is required to verify the expense and because appeals are reviewed on an exception basis.

Yes, your organization will need access to eBill and PAID to view payment history and loan level data for PAID expenses. Sign up for eBill if you don’t have access. Ensure that your account is adequately funded for PAID transactions to avoid ACH processing and reconciliation delays.

There’s no netting across business lines. For a single business line, the debit/credit activity is netted into a single automated clearing house (ACH) transaction for a given day at the Servicer family level. If you use one account for multiple business lines, you receive one ACH per business line for that account. To easily identify PAID activity, you may choose to have a separate account for the PAID billing line. 

If you unable to identify an expense or loan number from an ACH transaction in eBill, please reach out to [email protected].  Please do not return funds.

Yes, ISA Servicers must submit their credits to offset the advances.