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VA Loan Guaranty
Menu
 * Help
 * Sign In or Register for New Account

9/21/2023: Pre-Close Application Programming Interface (API) Beta is Now
Available for Testing
LGY HubLGY Help Center


LGY HUB USER GUIDE

Start with the user guide to get more information about LGY Hub!
Want to contact us? No problem

We notice you are not logged in. If you have a current working ID.me account
where you can successfully log on, please click "I have an ID.me account" if you
want to logon and have the full Help Desk ticket experience where you can submit
tickets as yourself and see current and past tickets. If not, click "Submit help
ticket anonymously" to enter a help ticket as a guest user.

I have an ID.me accountSubmit help ticket anonymously


FREQUENTLY ASKED QUESTIONS


MY ACCOUNT IS INACTIVE

 * My account has been deactivated due to 90 days of inactivity in LGY Hub. How
   can I regain access?
   
   In order to protect our Veteran information, Loan Guaranty Service (LG) has
   adopted a security policy to deactivate any LGY user that has not logged in
   to LGY Hub for 90 calendar days or more. When your account is deactivated,
   you will receive an email notification.
   
   The steps to regain access to LGY Hub will depend on your user type:
   
    * If you are a Lender or Servicer, you can reactivate your account using
      your Affiliate ID and PIN. Please see section 4.6 of the LGY Hub User
      Guide
      (https://www.benefits.va.gov/homeloans/documents/docs/lgy_hub_user_guide.pdf)
      for more information.
    * All NON-Lender or Servicer users (VA Staff, Appraiser, Inspector,
      Appraisal Requester, etc.) will need to submit a Help Desk ticket to
      request reactivation.

 * My account has been deactivated even though my Lender/Servicer Admin
   validated my access. Why did that happen?
   
   In addition to the Lender/Servicer Admin requirement to verify users every 90
   days, in order to retain LGY Hub access, users must also log in to LGY Hub at
   least once every 90 days. Failure to do so will result in the deactivation of
   your account by Loan Guaranty, even if you have been verified by your company
   admin.
   
   The reactivation process is the same whether you were deactivated due to
   inactivity or missing admin validation. Your account can be reactivated using
   your Affiliate ID and PIN. Please see section 4.6 of the LGY Hub User Guide
   for more information.

 * My LGY Hub account was reactivated by the Help Desk but, when I tried to log
   in 3 days later, I was still deactivated
   
   When your account is reactivated by the LGY Help Desk, users must log in to
   LGY Hub within 24 hours or the reactivation will expire. If this occurs,
   please contact the Help Desk for assistance.


LGY MODERNIZATION

 * Where can I find API documentation and general information about Guaranty
   Remittance?
   
   The information can be found at
   https://www.benefits.va.gov/HOMELOANS/technology-knowledge-center.asp


COVID-19

 * COVID-19 Guidance
   
   The following Circulars have been rescinded as of April 1, 2021.
   
   1) Circular 26-20-10, Lender Guidance for Borrowers Affected by COVID-19
   
   2) Circular 26-20-19, Additional Lender Guidance Concerning COVID-19
   
   3) Circular 26-20-13, Change 1 Valuation Practices during COVID-19 VA is
   evaluating whether to issue further guidance related to these Circulars. If
   so, additional guidance will be issued as soon as possible.
   
   For guidance outlined in the referenced Circulars, please follow the
   guidelines in the VA Pamphlet 26-7, VA Lenders Handbook.
   
   Note: All appraisals ordered on or after April 3, 2021, will follow
   guidelines outlined in VA Pamphlet 26-7, VA Lenders Handbook. All parties
   should continue to consider any health and safety guidance issued by local
   health authorities and the Centers for Disease Control (CDC).


LENDER/SERVICER ADMIN

 * I am a Lender/Servicer Admin for my Company - What do I need to Do and How?
   
   As the Lender/Servicer Admin you have a very important role to keep your
   company user accounts active and also insure that those who have left your
   company no longer have access. You must activate new users, or reactivate
   those who have expired and requested reactivation. You must remove users no
   longer with your company. Also it is very critical that you validate yourself
   and all company users that are still with the company every 90 days. This is
   true even if you are the only user with your company.
   
   To see the next user validation period for your company go to LGY Hub >>
   webLGY >> Admin menu >> Validate Users. The Validate User page will tell you
   the next 15 day window you must validate that the users are still with your
   company. If you do not do this, the user accounts will expire. If you are in
   between validation periods no users will show on the list. When the time
   period comes, the users will show on the list for you to approve or remove.
   
   This document has more information specifically about Admin duties:
   http://www.benefits.va.gov/homeloans/documents/docs/admin_function_trng_for_lenders_servicers.pdf
   
   To activate new users:
   
    * Logon to LGY Hub/ID.me and open the WebLGY application.
    * From the top navigation bar, click Admin > Activate Users
   
   To validate users who are approaching the account expiration date:
   
    * Logon to LGY Hub and open the WebLGY application.
   
    * From the top navigation bar, click Admin > Validate Users
   
   PIN Location:
   
    * Logon to LGY Hub and open the WebLGY application.
   
    * From the top navigation bar, click Admin > View or Reset Lender/Servicer
      PIN. NOTE: The pin will be reset monthly and emailed to the company main
      contact. It only needs to be changed if you believe someone has it that
      should not have it.

 * I am an Admin and I see duplicate entries for a user on the 90 day Validation
   Screen or the Activation Screen
   
   For Lender Servicer admins, if you are using the Validate Users function
   (which is in webLGY on the Admin menu) and you see a user listed more than
   once, please take the same action (Approve or Remove) on all items for that
   user.
   
   Do not attempt to remove one and approve another for the same user. It will
   create a bad status for that user. We are looking into the issue and hope to
   correct it soon.


REGISTRATION

 * How do I get started with a new LGY Hub account
   
   This information is for those users that are outside of the VA (not VA
   employees). Before you start registering in LGYHub/ID.me, you will want to
   have your Affiliate information depending on your role in using the VA LGY
   systems (i.e. Appraiser ID, Lender ID and PIN, Servicer ID and PIN, SAR ID,
   etc.). You can get those from your company admin or for Appraisers and SARs
   from the VA RLC.
   
   1) Please go to LGY Hub/ID.me at https://lgy.va.gov, select Register for New
   Account and on the next page select ID.me.
   
   2) On the ID.me page select "Sign Up for New Account". You will then go
   through a user proofing process that is a one-time process. We recommend for
   that ID.me account information using your personal email for your user name
   in case you change companies later. You will get an opportunity once back in
   LGY Hub to enter your specific work related email and contact info.
   
   3) Once you have an ID.me account it will take you to LGY Hub where you will:
   
   a) fill out Profile contact information, and b) fill out your Affiliate
   Information for the role you have with VA LGY systems (e.g. lender, servicer,
   etc.)
   
   4) If you register as a new user and are a lender or servicer user, your
   company admin will still need to activate your account from webLGY once you
   have finished. If you are an Appraiser, SAR/UW, Inspector then you should be
   active in the new LGY Hub.
   
   5) Always logon to LGYHub starting at https://lgy.va.gov and use the ID.me
   email user and password you set up during registration
   
   The User Guide is available for more detailed help and please always consult
   the FAQ's on this page first. LGY Hub User Guide -
   https://www.benefits.va.gov/homeloans/documents/docs/lgy_hub_user_guide.pdf
   
   Each person who has a need to access VA Loan Guaranty systems must register
   for their own LGY Hub/ID.me account.

 * How can I get the PIN for my VA Lender/Servicer ID?
   
   For Lenders and Servicers - Your LGY Hub Point of Contact with your company
   receives an email every month with the most recent PIN for the lender or
   servicer company. Please contact the POC for your company or your company
   admin.
   
   In addition, your LGY Hub Lender/Servicer Admin can view and reset your PIN
   in WebLGY on the Admin menu.
   
   If you do not know who either the POC or Admin are you can contact your VA
   RLC or "Submit a help ticket" and ask for assistance. The VA LGY Helpdesk is
   not able to provide PIN information to lenders or servicers who are not the
   main contact nor the company admin.

 * I am an Legal Firm for ordering liquidation cases, how do I get my Affiliate
   information to register?
   
   The user affiliation type we use for Legal Firms is "Other Requestor". If you
   are an Other Requester who is trying to register for the VA Loan Guaranty
   Systems, you will need to contact your VA Regional Loan Center to obtain your
   ID and PIN information for registration.
   
   Please see this link for a list of RLC's to find the one for your state.
   https://www.benefits.va.gov/HOMELOANS/contact.asp

 * I am a broker. What is my affiliation type?
   
   The user affiliation type we use for brokers is "Lender". Although the broker
   is not fully a lender they are registered the same way as lenders.
   
   They must start with the VA Regional Loan Center to set up their company.
   They must indicate a point of contact and company admin who will manage
   accounts regularly.
   
   After everything is set up each person who will access VA systems can
   register in LGY Hub. Please see the top FAQ for details.


ID.ME

 * I have concerns about ID.me - what is it and is it safe?
   
   ID.me is a Veteran-run, American company headquartered in Virginia. The VA
   takes who it partners with seriously. ID.me is a company that has been vetted
   as secure to help us verify the VA system user's identity. To prove your
   identity, ID.me requests personal information such as social security number,
   date of birth, phone number, and address. We must identify you and prevent
   others from pretending to be you.
   
   Safeguarding Veteran data is our top priority. We must know who we are giving
   access to that data. We use ID.me to ensure that both:
   
    * You are who you say you are and
    * You are the person logging into your account.
   
   ID.me uses two-factor authentication (2FA), which means that logging in to
   the VA website requires a two-step process. 2FA is the new standard for
   securing access to federal systems. You will now be required to enter both a
   password and another factor to gain access to your VA account. You can
   receive your 2FA verification with ID.me one of the following ways:
   
   Code via mobile device:
   
    * SMS/text message
    * Authentication app
    * Voice call
   
   Code via direct phone line:
   
    * Voice call
   
   Desktop Computer:
   
    * A Universal 2nd Factor (U2F) security key, known as an authentication USB
      device
   
   ID.me requires enough information to prevent duplication, impersonation, or
   deception in accessing VA systems. ID.me uses your personal information for
   verification and fraud prevention. It does not use this information for
   marketing or re-targeting purposes. The 2FA is being used to safeguard
   Veteran data.
   
   Does an inquiry by ID.me affect my credit score? No! Authorizing ID.me to
   access your Experian credit report, for purposes of identity proofing, does
   not impact your credit score or hurt your credit report in any way.

 * How do I self-service my ID.me account?
   
   The ID.me group is the only one that can help with errors encountered during
   the ID.me process. The LGY Helpdesk does not have access to help with that
   process.
   
   Please visit ID.me support page to view steps to manage your ID.me account:
   https://help.id.me/hc/en-us/categories/200145450-Managing-My-ID-me-Account
   
   There is a submit inquiry button on this page - https://help.id.me/hc/en-us
   
   Contact: help@id.me or (866) 775-4363.

 * Fix ID.me looping problem
   
   Where ID.me takes user back to the LGY Hub home page after they enter their
   6-digit code that was sent, but they are not logged in. One way to fix the
   problem is to clear your browser cookies:
   
   For Chrome:
   
    * Click the 3 vertical dots on the upper right of browser
    * Click History, then History
    * Click Clear Browsing Data
    * Check the box Cookies and other site data
    * Click Clear Data
    * Test to see if LGY Hub logon works
    * If those steps did not work, then close Chrome and when opening Chrome
      again, right-click on the Chrome icon and then click New Incognito Window.
      Test LGY Hub logon again
   
   For IE (Internet Explorer):
   
    * Click the Gear in the top right corner of the browser
    * Click Internet Options
    * In Browsing History section, Click Delete¿
    * Check the box Cookies and website data
    * Click Delete
    * Test to see if LGY Hub logon works
    * If those steps did not work, then close IE and when you open a new IE
      browser, right-click on the IE icon and then click New InPrivate Window
   
   For Edge:
   
    * Click on the 3 horizontal dots on the top-right of the browser
    * Click History
    * Click Clear History
    * Check the box Cookies and website saved data
    * Click Clear
    * Test the LGY Hub logon
    * If those steps did not work, then close Edge and when you open a new Edge
      browser, right-click on the Edge icon and then click New Private Window
   
   Should you continue to have trouble after clearing cookies and the Incognito
   or Private setting, please enter a help ticket at
   https://lgy.va.gov/lgyhub/help and put at the front of your Issue Description
   "AccessVA looping problem - Cleared Cookies and Icognito/Private and still a
   problem". Please also tell us the browser you are using.


MISCELLANEOUS

 * What Browsers are Compatible with VA Loan Guaranty systems?
   
   The browsers that are used to test compatibility for LGYHub and related
   applications are:
   
    * Chrome
    * Internet Explorer (IE)
    * and Edge.
   
   We cannot say one way or another if VA Loan Guaranty systems will work with
   other browsers.

 * How do I update my work email or VA affiliation (access my LGY profile)
   
   When you have logged on to LGY Hub, you will see your name in the upper
   right-hand corner. If you click on your name it will open your profile and
   you can change:
   1) Contact information
   - Work email address
   - Phone numbers
   2) Affiliation information such as lender, servicer, SAR/UW, Appraiser, or
   Inspector IDs.
   
   Note: if you change your lender or servicer ID, you will need a pin that goes
   with your company ID from your company admin

 * When I log on to LGY Hub I get a message about my account being inactive and
   that I need my admin to validate or activate my account . What do I do?
   
   You most likely have a lender or servicer affiliation and an admin with your
   company is the one who initally activates accounts, reactivates users who
   have become inactive, or validates users every 90 days.
   
   Contact your Lender/Servicer Admin to activate or validate your account. If
   you do not know who the admin for your company is, please check with the
   person who provided the PIN for your company. If no one with your company
   knows then please either check with the VA Regional Loan Center or please
   click "Submit a help ticket" at the bottom of the page to ask for assistance.

 * I am a SAR and I have changed to a different company. What do I need to do
   
   The VA group that manages SARs must change data in an internal VA system.
   Please email sarsupport.vbaco@va.gov and identify who you are and details
   regarding the change that is needed. SAR transfers to a new lender require
   that a new SAR application be submitted as stated in the VA Lenders Handbook
   and also a fee will be required related to VBA Circular 26-09-13. See the VA
   Home Loans website for relevant information.
   
   After the VA has fixed your SAR information then you will be able to update
   your profile on LGY Hub if needed, by clicking on your name in LGY Hub.

 * How can I get access to VTA as a VA employee
   
   VTA is an application only for VA users. It is now accessed from Access VA
   instead of the VIP Portal. If you are a VA employee with a PIV card and you
   have a need for access, please send an email to VTA_Support VRST@vba.va.gov

 * How do I reset my password for LGY Hub?
   
   The password for accessing LGYHub is your ID.me password and is managed by
   the ID.me tool.
   
   On the LGY Hub home page click on "Sign In or Register" to be taken to the
   AccessVA page. Select the credential provider you use to log into LGY Hub -
   ID.me. On the credential providers log in screen select the "Forgot your
   password?" option. Follow the instructions provided by the credential
   provider to reset your password.

 * To set up a new lender company, agent/broker, servicer, law firm, condo or
   builder with to use the VA LGY systems who do I contact?
   
   If you need to have a new lender, lender agent (broker), servicer, law firm,
   condo, or builder added to the VA Loan Guaranty systems you first need to
   contact your VA Regional Loan Center (RLC). Please see this link for a list
   of RLC's to find the one for your state.
   https://www.benefits.va.gov/HOMELOANS/contact.asp
   
   Once you are all set up with the company information on the VA system, you
   will then be able to register in LGY Hub (see the top FAQ on this page for
   details).

 * How can I get an email about an appraisal being uploaded to go to more than
   one email address
   
   Did you know? If you need to have more than just the individual requestor of
   the appraisal notified by email when the appraisal is uploaded, you can put
   additional email addresses in the Requestor Email box (1C) on the Request
   Appraisal page.
   
   If you don't know the SAR or another email to add until after the appraisal
   is ordered, you can go in a day or two later and use the Review/Update Case
   link to update box 1C with additional email addresses after the appraisal is
   ordered.
   
   Any valid email addresses in the box 1C will receive email notifications
   regarding the case, upon key events, including when the appraisal report is
   uploaded and ready for review.
   
   You simply have to separate each email address with a semi-colon.

 * How do I contact my VA Regional Loan Center
   
   If you need assistance beyond servicing your VA Logon or basic issues with
   application errors, you can contact your VA Regional Loan Center (RLC).
   Please see this link for a list of RLC's.
   https://www.benefits.va.gov/HOMELOANS/contact.asp

 * New Credit Standards link
   
   The current URL for the Credit Standards Course site is
   https://homeloans.va.gov/CreditStandards/runtime/selfregister.html
   
   Note: you may need to use Internet Explorer in order to advance to the final
   step or page.

 * How do Appraisers update license information, availability for appraisal
   assignments, or changes needed regarding cases?
   
   All adjustments related your appraisals, license information, or availability
   need to be updated by the C&V team at your VA Regional Loan Center (RLC).
   Please see this link for a list of RLC's to find the one for your state.
   https://www.benefits.va.gov/HOMELOANS/contact.asp

 * What happens when I submit a Help Ticket
   
   When you submit a help ticket from LGYHub/Help it creates a Help ticket in
   VA's Service Now system. Customer Service agents work tickets Mon-Fri from
   7am Eastern to 10pm Eastern except for Federal holidays.
   
   The tickets are managed via the Service Now tool and you will get emails when
   statuses change on your ticket until resolution.

 * How do I find the Condo or Builder search
   
   Both the Condo and Builder search links are available if you scroll down on
   the LGYHub main page. You do not have to have an account or be logged in to
   use those tools.

 * Submit a Help Ticket - gives green boxes on submitting 1st ticket - why does
   it do that?
   
   The Submit a Help Ticket may show some green logging boxes the very first
   time you submit a help ticket. We are working to see if we can remove that,
   but it is setting up your account for the first time in the Service Now tool.
   That set up allows your email, phone, and role within LGY information to be
   shared so that the help agents can better assist you.
   
   Should you get the green log messages when you click "Get Help" please just
   use the black X at the upper right of the green boxes to close them down. It
   should only happen one time.