Resolve ^® FAQ

We’re transforming how Servicers report default activities to us. Key changes being implemented include:

• Event-based Reporting: We’re streamlining how Servicers report loan-level events. When these changes become effective, Servicers will be required to report loan-level default events to us in near real-time, enhancing transparency and ensuring data alignment. Examples of default events include quality right party contact and payment reminder notice.
• Reporting Frequency for Event-based Reporting: Servicers will be required to report default reporting activities to Freddie Mac the same day as the events are processed in your system, but no later than 3 a.m. ET the next business day. Default events will be processed, and the outcomes will be made available in near real-time.
• Expanded Loan Data: To support the change to event-based reporting, Servicers will be expected to report on an expanded set of data attributes in support of the events. Reporting an expanded set of data attributes will provide better insights into activities and enhance risk management capabilities. The default reporting data attributes will align with Mortgage Industry Standards Maintenance Organization (MISMO^®) data standards wherever possible for greater consistency and standardization in loan data across the mortgage industry.

No. Under the new event-based default reporting, Servicers will report default events and related data in accordance with the Default Reporting Dataset Guidelines.

These changes support proactive delinquency management and improve efficiency and transparency for default reporting. Advantages include:

• Better Updated View of Default Loan State: Same-day reporting will allow us to process default events and provide responses to you in near real-time, enhancing transparency and data alignment, as well as eliminating data discrepancies due to timing.
• Simplified Default Reporting: Eliminating redundant reporting in multiple systems will reduce reconciliations and create operational efficiencies for Servicers.

Default reporting via application programming interface (API) and non-API (file transfer) will be available in production by Q4 2026 and via user interface (UI) by Q1 2027. Review our high-level roadmap for production go-live milestones.

We recognize that some data elements may not be readily available in Servicers' current systems. Phased adoption gives additional time for Servicers to update their systems, modify vendor integrations and implement new procedures to capture the data elements. Phase 1 adoption includes data elements that Servicers typically have readily available in their systems. Phase 2 adoption includes a few additional data elements that may not be readily available. Servicers can voluntarily submit Phase 2 data during Phase 1 if the data elements are available. EDR will be retired after the mandate of Phase 1 Data Requirements.

In advance of this transition, we encourage Servicers and technology providers to review the Default Reporting Dataset Guidelines to begin internal planning to assess changes to your business processes and operations, identify event capture points and evaluate integration approaches. Focus areas include:

• Assessing current default reporting workflows that rely on prior-month aggregation and identify changes needed to support event-triggered reporting.
• Inventory of data sources and event capture points (e.g., collections, loss mitigation, foreclosure and bankruptcy) that will drive event generation and reporting.
• Evaluating integration approaches, e.g. application programming interface (API), non-API (file transfer), user interface (UI) and technology dependencies with vendors, Servicing Agents or other service providers.
• Identifying internal policies and procedures that may need to be updated.

Implementation resources will be made available in the coming weeks. We encourage you to visit the Resolve webpage for updates as we continue to transition to the new default reporting process. These resources will be updated periodically, and additional materials will be added as implementation details are finalized. We encourage you to stay current on resource updates and begin planning and preparing for timely implementation.

Freddie Mac is committed to providing training, webinars and collaborative sessions to ensure change readiness.

The document describes default events and the associated data to be reported. It also provides definitions and, where applicable, enumerations for each data attribute, including any conditional reporting requirements. It provides advance notice of events and supporting data for upcoming reporting changes to default reporting.

Servicers will receive a near real-time response indicating whether each event was accepted or not accepted, along with any applicable error message.

Optional: These attributes can be provided if available in your systems. While not mandatory, Freddie Mac encourages providing these to enhance data insights.

Conditional: These attributes become required when specific conditions are met (e.g., when Contact Result = "Promise to Pay," the Promise to Pay Due Date becomes required).

Required: Always mandatory for successful event reporting.

Yes, you can submit Phase 2 data elements during Phase 1.

Once you begin reporting events through the new default reporting capability (via Resolve^®), you no longer need to report through EDR. EDR will be retired in Q4 2027.

Contact your Servicing Relationship Manager or Customer Service (800-FREDDIE).

Error handling and correction procedures will be detailed in the technical specifications. The near real-time response capability will help identify any errors immediately, allowing for quick corrections.

For events with start and end dates (such as Foreclosure Holds, Military Indulgence, Litigation, etc.), you must report the event when it begins with the start date. When the event ends, you must report the event with the end date populated. This ensures Freddie Mac has a complete timeline of the event lifecycle.

Freddie Mac's vision encompasses both modernization and long-term strategic transformation. In the near term, we’re focused on addressing current pain points with our existing EDR system through comprehensive modernization efforts. In the longer term, we intend to gather insights from industry stakeholders to identify ADR efficiencies and create more streamlined reporting that benefits all participants in the default management ecosystem.

• 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

Review the release summary to see what workout products and capabilities are available for the UI and APIs.

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.

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.
 

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

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

The target payment amount is the amount that achieves a payment reduction of 20.01% after rounding. Resolve rounds the payment difference percentage to the nearest hundredth. 

Example: A P&I payment reduction of 20.00515% would be rounded to 20.01%, while a reduction of 20.00449% would be rounded to 20.00%.
 

Resolve rounds the forborne principal to the nearest hundredth. 

Example: A forborne principal amount calculated to $28,000.00449 would be rounded to $28,000.00, while a forborne principal amount calculated to $28,000.00643 would be rounded to $28,000.01.

Review the buydown agreement and the Guide to determine how and when to use the funds as part of an alternative to foreclosure.

When applicable, those funds should be represented in the Resolve request in the Borrower Contribution Amount or Suspense/Restricted Escrow Amount fields.

Refer to these Guide Sections for more information:

• Reinstatement– Section 9203.1
• Repayment Plan – Section 9203.2
• Payment Deferral and Disaster Payment Deferral – Section 9203.4
• Flex Modification – Section 9206.2
• Deed-in-Lieu – Section 9209.5
• Short Sale – Section 9208.2

Yes, refer to Guide Section 8504.2.

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 Freddie Mac 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.

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.

Check the Resolve release summary page to stay informed on current capabilities.

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.

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

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

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.

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

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.

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.

• 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.

• For charge-offs, Servicers should email [email protected]

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

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

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

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.

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

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.

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.
 

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.
 

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.

Yes, there are four APIs:

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

Learn more about the Resolve API suite.

Resolve Key Milestones within this section are derived from Attorney Data Reporting (ADR).

The delinquent loan list is derived from Electronic Default Reporting (EDR) which captures prior month reporting whereas foreclosure workflow data is based on Attorney Data Reporting (ADR) which is updated daily.

Servicers can proactively manage their portfolio before loans become outliers by viewing loans that are trending towards becoming outliers, via filtering by the Above 75% and Above 50% Percentage of Standard criterion. 

Servicers should take action on Foreclosure Workflow loans that are outliers in a status of "Info Requested." Servicers will be notified via Freddie Mac Gateway communication through the notification bell when a Foreclosure Workflow Loan reaches this status.

Milestone Estimated Completion Dates will be reprojected as delays are reported by the foreclosure counsel/attorneys via ADR. Freddie Mac has standard days for each delay reported.

Please contact your foreclosure attorney. You can also contact us at [email protected] to review the concern.

Please have the attorney close the case in ADR. If the attorney needs assistance, please contact [email protected].

Please contact Resolve Production Support at [email protected].

Workout history will capture only prior workout submissions. Prior Workout Activity will show prior settled workouts on the loan.

Two scenarios may be possible:

• If a Loan Mortgage Status is “Active,” “Closed” or “REO,” no additional foreclosure action is required on these loans, so we’re removing them from your workflow pipeline view. Please work with your attorney to close the case in ADR or reach out to [email protected] for assistance.
• A possible timing issue. Freddie Mac receives data from ADR daily. Any new foreclosure case referrals should be reflected by the next day.

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.

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.

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.

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

You’ll need to continue with the forbearance agreement through forbearance extension via the Resolve UI.

Yes.

No, the workout can be completed seamlessly in the Retention v3 API.

No, related enhancements will be delivered to the Resolve UI in a future release.

No, Resolve will report codes related to forbearance and repayment plans for requests submitted through Resolve.

For foreclosure sales, net sale proceeds are the gross sale price minus any expenses deducted by the court for foreclosures sales.

No. Reporting net sale proceeds is not required for a loan to settle in Resolve.

No. If the net sale proceeds equal the gross sale proceeds, reporting the net sale proceeds is not necessary.

Reporting net sale proceeds promotes consistency and accuracy in surplus calculation. Providing this information supports alignment between Resolve surplus and Servicer records, facilitating a more efficient and accurate claim reimbursement process in PAID (Payments Automated Intelligent and Dynamic), while also reducing manual intervention from both the Servicer and Freddie Mac.

Report net sale proceeds within two business days of receiving sale proceeds and before reporting the third-party foreclosure sale transaction (Exception Code 71) through the Loan Level Reporting tool.