Whose contact information should go on the application?
Always the patient's own email address or mobile number — never the practice's. This ensures the patient receives their loan documents, notifications, and access to their lender portal, and can sign when it's time.
Should patients enter personal or household income?
Patients should enter their total gross monthly household income, including income from everyone who contributes to the household. A fuller picture often leads to a stronger approval, since Endeavor doesn't do joint applications.
What if a patient's credit is frozen?
The lender can't complete the check while a freeze is active. The patient needs to temporarily lift it with that lender's credit bureau — PatientFi and Proceed use TransUnion, and CoveredCare uses Experian — then apply.
Can a patient apply with an ITIN?
At the moment, CoveredCare is the only lender that accepts an ITIN on applications.
Can a patient apply again if they were declined?
Yes. Patients can reapply if their credit situation changes or if a new lender becomes available. If contact details were entered incorrectly, they simply reapply with the correct information — email and phone can't be edited after submitting.
Can I see a patient's offers and payment options?
Yes. In the portal, click the calculator icon next to Initiate Charge to review available plans with the patient. This doesn't start the charge, and you can pull it up any time by searching the patient. The calculator shows every term the lender offers, even though the patient sees up to three.
What does “See All Offers” show the patient?
Every lender that approved them. The option shown first is typically the best available based on their approval, and they can select each lender to compare plans. Most offers are valid for about 30 days.
Which lenders offer interest-free or deferred-interest plans?
PatientFi regularly offers deferred-interest options; CoveredCare does not. Specific promotional terms appear in the calculator once the patient is approved.
Why is the approved amount lower than requested, and can I adjust it?
Approval amounts are set by the lender's underwriting based on the patient's credit profile. When you initiate the charge, you can adjust the amount up or down within the approved limit.
Can a patient combine multiple offers for one procedure?
Using multiple lenders for the same procedure (loan stacking) isn't recommended and is generally discouraged by lenders. If more funding is needed, a better option is to split procedures over time and reapply for financing later.
How do I send loan documents to a phone instead of email?
When initiating the charge, choose to send the link via SMS at the send step, and the documents arrive by text message.
What if a patient can't open their loan documents?
Ask them to check their spam or junk folder first. If a pop-up blocker is the culprit, cancel the request from the three-dot menu, re-initiate the charge, and send the link via SMS.
What happens at “Pending Signature,” and why does it still show Pending after signing?
At Pending Signature, the patient receives an email or text with the documents to sign; once signed, the status updates to Charged / Success. If it still shows Pending afterward, the platform may need a moment to sync with the lender — refresh the page, and if it doesn't update after a short time, contact support.
Can I cancel or change a request after sending it?
Before the patient signs, you can cancel a request from the three-dot menu and re-initiate it. The charge amount can also be adjusted within the approved limit when you start the charge again.
How long does funding usually take?
Funding typically completes within 24 hours after the documents are signed, and the deposit reaches your bank within about 72 hours of processing the charge, though timelines vary slightly by lender.
Is autopay or ACH enrollment required?
No, but it's recommended for convenience. Patients can pay by ACH or debit card, and may disable autopay after their first payment.
Can patients change their payment due date?
Yes — directly with the lender, usually after the first payment and within a limited window, through their lender portal.
Where do patients manage their loan, and can they print their contract?
Patients get access to the lender's portal, where they can view their loan, make payments, change payment methods, and manage settings. Their application and signed contract are also available there to download.