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Resolve® FAQ

Resolve is an integrated default management solution that uses automation and seamless integration to deliver rapid, rules-based workout decisions to Servicers. Servicers can access Resolve through the user interface (UI) or directly integrate with Resolve through application programming interfaces (APIs).

Access the Resolve Error Messages Quick Reference Guide to get answers to the most common error messages you may receive in Resolve.

See below for the list of frequently asked questions and answers related to Resolve.

Back to Resolve


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  1. What is Resolve®?
    Resolve is an innovative integrated default management solution developed based on insights from Servicers and industry collaboration. Resolve uses automation and seamless integration to deliver rapid, rules-based workout decisions to Servicers to reach resolution for mortgage relief, providing transparency and simplicity throughout the process.
  2. Is Resolve available now?
    Yes. Initial capabilities within the user interface (UI) were made available in Servicing Gateway starting March 1, 2021. B2B integration capabilities are also available via application programming interfaces (APIs). See the Resolve API webpage and Resolve product timeline to learn more.
  3. What are the key features and benefits of Resolve for Servicers?
    • Comprehensive and rapid decisioning for default management resolution 
    • Reduced data inputs and an intuitive workflow that’s transparent, automated and enables Servicers to track workouts 
    • Full transparency into Servicer submissions and faster resolution as we replace email-based communication with automated workflows 
    • Easy requests and responses to rules and model-based workout decisions via the UI and the ability to access Resolve capabilities via API technology 
    • Fast and reliable mortgage assistance and reduced documentation
  4. What functionality is currently available in Resolve?
    Review the release summary to see what workout products and capabilities are available for the UI and APIs.
  5. Am I required to use Resolve, and how long will Workout Prospector® be available?
    Certain capabilities in Resolve will be required at different times as we move toward eventually retiring the current loss mitigation tool, Workout Prospector. Certain functionalities will remain available in Workout Prospector until they are mandated or available in Resolve. See the product timeline. Requirements for using Resolve are announced as functionality is added.
  6. How does Resolve determine a workout decision date?

    There are different scenarios that would determine the workout decision date: 

    • The date on which you submit the request will be set as the workout decision date in Resolve; or 
    • The date on which an exception review is decisioned.
  7. What’s the deadline to report Flex Modification® Trial Period Plan cancellations?

    In order for Resolve to report a Trial Period Plan cancellation accurately in EDR, you must submit a workout cancellation no later than the third business day of the month following the month in which the Trial Period payment is due. If the Trial Period Plan isn’t cancelled accurately and timely, related scorecard metrics may be impacted.

    Refer to the EDR quick reference guide for additional information.

  8. What method does Resolve use to calculate delinquent interest?

    Delinquent interest is calculated on a declining balance for all payment deferrals and COVID-19 Flex Modifications, and on a static balance for all other Flex Modifications.

  9. When is the settlement process completed in Resolve?

    Once a workout request is in an approved for settlement status, Resolve will update the status to closed the following business day.


  1. How do I receive access to Resolve?

    B2B/API: Visit the Resolve API webpage for an overview and follow the get started steps to get access to the Developer Portal – a key tool to implement the Resolve APIs. A Freddie Mac representative will respond to your request and assist with timing for API integration. Once the setup process is complete, you’ll receive an email with your access authentication IDs and passwords (i.e., the “Authentication Credentials,” as defined in the Freddie Mac Single-Family Seller/Servicer Guide (Guide) or related third party agreement, as applicable.) Note that API users will still need access to the Resolve UI for certain functionality. 

    UI: If you don’t have access to Resolve, contact your Access Manager administrator, who can set up users and assign roles. Once you have login credentials, access Resolve from Servicing Gateway under ‘My Tools’. If your organization isn’t enrolled in Access Manager, you can request registration to get access to various tools including Resolve through this form.

  2. Which internet browser is recommended for using Resolve?

    For the best experience, we recommend using Google Chrome® to access Resolve. Other browsers aren’t fully compatible, and you may experience slow application response time and performance issues.


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  1. What UI capabilities are available in Resolve now?

    Connecting to the Resolve UI via Servicing Gateway offers several solutions to your loss mitigation needs. Check the Resolve release summary page to stay informed on current capabilities.

  2. Am I able to see all submissions from users within my organization?

    Yes, you’ll be able to see submissions from users within your organization who have access to the same Servicer numbers. The Submitted By column on the dashboard (and the Request Details page) will display the user ID of the user who submitted a particular workout request.

  3. Can I submit more than one loan at a time for workout evaluation?

    You can currently submit a single loan or a bulk file with multiple loans. Refer to online help for additional information.

  4. When can I settle Flex Modifications® in Resolve?

    You can submit a workout for settlement on or after the Modification Effective Date (interest rate change date).

  5. When can I settle payment deferrals in Resolve?

    You must complete the payment deferral in the same month the borrower is eligible. If you’re unable to complete the payment deferral before the 15th day of the evaluation month, then you’re authorized to use an additional month to allow for sufficient processing time to complete a payment deferral. All borrowers must be treated equally in applying the processing month, as evidenced by a written policy maintained by the Servicer.

  6. What does the Resolve workout evaluation response include?

    A response includes an eligibility decision, key data points and feedback messages. Refer to online help for additional information.

  7. Do I need to report Trial Period Plan information for Flex Modifications in EDR?

    You’re no longer required to report codes BF or HE for Flex Modification Trial Period Plans. Resolve will automatically report the Trial Period and submitted cancellation information. Refer to the EDR quick reference guide for more information.

  8. Does Resolve provide the Minimum Net Proceeds (MNP) value?

    Yes, Resolve provides MNP value(s) for submitted short sale requests when a valid value (not expired) is available in Real Estate Valuation and Pricing. 

    One of Resolve’s benefits is that it will order the valuation, provided that you include the following required data points with the workout request: 

    • Servicer contact first and last names 
    • Servicer phone and email 
    • Property type 
    • Property contact first and last names 
    • Property contact phone 
    • Special interior access 


    When completed, the MNP details will appear on the Workout Details screen.

    Note: allow up to five business days to receive the MNP value.

  9. What happens after I submit an exception review request?
    When you submit an exception review request, a Freddie Mac analyst will review the details and workout comments from the submitted workout request and render a decision. When a decision has been made, which can take up to five business days, a notification will appear via the Servicing Gateway bell icon. The decision, key data points and feedback messages are available via the Resolve dashboard and/or Workout Details page. Refer to Resolve Online Help for the process steps to submit an exception review request.
  10. What happens when I submit a cancellation request?
    • For payment deferral, Flex Modifications*, and short sale workout requests, the status is updated to Cancelled and the reason for cancellation appears on the Workout Details page.

    *Note: Refer to Question 7 above for EDR reporting completed by Resolve.

    Refer to the Resolve Online Help for the process steps to submit a cancellation request.

  11. How can I track my workout requests?
    The dashboard displays all submitted API and UI workout requests and statuses submitted by your organization. If the Freddie Mac Loan Number has a hyperlink, click on it to view the workout details. Additionally, you’ll receive notification alerts in Resolve each time a workout status changes.
    The Manager Series reports available through the Servicer Performance Profile (SPP) also provide summary and loan-level detail for each workout request.
  12. What if I have a loan with a workout in process in Workout Prospector?
    Once a product has been mandated in Resolve, all new evaluation submissions must go through Resolve on and after that date. If a workout is in progress in Workout Prospector at the time of the mandate, it must be completed in Workout Prospector.
  13. Does Resolve provide an approval letter and business plan?

    No. However, you can export the workout terms and details from the Workout Details page.

  14. Are simultaneous assumption and modifications processed in Resolve?

    Yes, simultaneous assumptions and modifications are currently available to be processed in the Resolve UI.

  15. When should I upload documents for a charge-off?

    Documents can be uploaded anytime up until the request is in status of Approved for Settlement or Closed using the document upload icon on the charge-off details page on the Resolve UI.

  16. How do I cancel an approved charge-off?

    To request cancellation of a charge-off, call your Freddie Mac analyst or email [email protected].

  17. How do I submit a charge-off for settlement ?

    When a charge-off is approved, report the payoff using the short sale/charge-off/make-whole exception code in Investor Reporting. Resolve will automatically create the settlement request.

  18. What is the process for calculating the deferred principal when a Servicer edits the delinquent interest on a payment deferral?

    If you edit the delinquent interest on a payment deferral that results in a discrepancy with the post-modification non-interest bearing unpaid principal balance (UPB) and the gross UPB, please proceed as follows:

    • Calculate the deferred principal manually and use those calculations to send offers to borrowers and settle the terms as is in Resolve.
    • Immediately following a successful settlement, submit a Servicing Data Correction request so Freddie Mac can review the submission.

    Note: This process doesn’t prevent or hinder settlement, and Freddie Mac won’t charge any fees for submitting a reporting correction within 60 days of the settlement occurring.


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  1. Can I access Resolve through an API?
    Yes, refer to our API solutions and the Resolve API Suite to learn more about how Resolve integrates APIs.
  2. How do I submit an exception review?

    For retention, Resolve allows you the flexibility to request an exception review through either the API or the UI.

    For liquidation, the exception review request must be submitted through the API.

  3. Do I need to use a vendor if I want to connect through a Resolve API?

    No, you have the option to interact with Resolve’s API capabilities via direct integration using your own proprietary system or a vendor/technology solution provider.

  4. Are there multiple APIs for Resolve?

    Yes, there are four APIs:

    • Workout Options API
    • Retention API
    • Liquidation API
    • Valuation and Pricing API

    Learn more about the Resolve API suite.

  5. Should you use all four Resolve APIs?
    Depending on your process integration, the four APIs can provide great efficiencies for your workout process. To develop your API strategy refer to the Resolve API suite.
  6. How many loans can I send in a single API request?
    Each API transmission can contain data for a single loan or multiple loans, up to 100 for bulk submission.
  7. How often should you check in Resolve for exception review status updates?
    When checking the status of an exception review request, it’s recommended that inquiries be submitted via the API weekdays between the hours of 9 a.m. - 5 p.m. Eastern Time (not more than hourly).


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  1. How long should it take to process a valuation order?

    It can take up to five business days to process a valuation order. If it’s not received, please check if you have received an email from Freddie Mac requesting clarification on broker price opinion (BPO) order.

  2. What do I do if my valuation is unable to be processed?

    There could either be an address or access issue. Please check if you have received an email from Freddie Mac requesting clarification on a BPO order.

  3. Can I use Resolve to submit bulk property valuation requests?

    No, Resolve doesn’t support bulk property valuation requests. Please use Resolve to submit workout requests only. If a workout request response doesn’t have a valid property valuation, Resolve will automatically order one.

  4. How can I obtain bulk property valuation?

    Please access the Automated Valuation Model (AVM) report in Servicer Performance Profile via Servicing Gateway.