Frequently asked questions — Homeowners

You can find your Account Number in your loan closing certificate. Please contact us by phone at (866) 493-6367 or by email at loanservicing@joinmosaic.com, if you have any trouble locating your account number.

You can find and download a copy of your loan agreement online at hero.joinmosaic.com/sign-in. Enter the email and password you created when you signed your loan agreement. If you have not created a login, click the “Register Account” button. Once signed in, navigate to the “Loan Details” section. Your loan agreement will be at the bottom of the page under the “Signed Loan Agreement” link.

We’re sorry to hear you’re having a hard time accessing your agreement. Our Borrower support team can help. Contact us by phone at (866) 493-6367 or by email at loanservicing@joinmosaic.com.

For loans without a promotional period, monthly payments start either 3 months after the loan is funded or 15 days after permission to operate (PTO) is confirmed, whichever comes first.

For loans with a promotional period, the promotional period begins when the first disbursement is made to the installer. The monthly payments start after the promotional period ends, if the loan was not paid off during the promotional period.

Interest accrues on the funds actually disbursed, with the accrual beginning at the time of initial disbursement (loan start date).

Please refer to your loan agreement for information on re-amortizations, as they are product-specific. For additional assistance, contact our Borrower support team by phone at (866) 493-6367 by email at loanservicing@joinmosaic.com.

You can make payments, manage autopay and check the status of your payments from your online portal. For additional assistance, contact our Borrower support team by phone at (866) 493-6367 or by email at loanservicing@joinmosaic.com.

You can lower your interest rate by signing up for automatic payments (ACH). If you are set up on automatic payments already, you are receiving the lowest interest rate available for your current loan. Please note that if ACH is canceled, your interest rate and monthly payments will increase. Please refer to your Loan Agreement for more information.

Once your loan has been processed, you can log into your account at https://joinmosaic.myaccountinfo.com/Account/LogOn. From here you can use the menu on the left to click “Loan Details” to view and print your loan documents, or click “Manage Payments” to review billing statements.

You can pay off your loan at any time and you’ll only pay for the interest that has already accrued. There are no prepayment penalties.

You can log in to your online account at https://joinmosaic.myaccountinfo.com/Account/LogOn to view your loan balance and/or schedule a payment for the date of your choosing. You can also find a payoff amount. If you need a payoff demand letter or a payoff amount for a specific date of up to 10 calendar days in the future, please email loanservicing@joinmosaic.com.

As with all other financial obligations in place when someone passes away, the loan obligation to us stays with the decedent’s estate and must be satisfied by the estate. The person responsible for satisfying these obligations is usually the executor or trustee of the estate. This person is identified in most wills and family trust agreements.

The first step is to provide us with a copy of the death certificate (to loanservicing@joinmosaic.com). Upon receipt, we will begin our probate process. This process usually consists of us making a claim for payment of the full outstanding loan balance. Once this is paid, we will release the security filing.

To request an amortization schedule for your loan, please email loanservicing@joinmosaic.com. Our teams will promptly send you the schedule.

The solar equipment lien is a lien on the installed equipment only, and it is a legal claim to secure collateral for the repayment of the loan.

Our UCC-1 state and county liens are recorded as a UCC-1 Financing Statement in the state and county records, which documents our secured interest in your personal property - the solar equipment. The UCC-1 is not a lien on the real property, only on the solar panels and related equipment.

Please refer to your loan agreement for your solar loan for more information.

At this time, we do not offer loan transfers. In order to facilitate a home sale with solar panels with an active solar loan being serviced by us, we suggest a loan payoff. You can log in to your online account at https://joinmosaic.myaccountinfo.com/Account/LogOn to view your loan payoff amount. If you need a payoff demand letter or a payoff amount for a specific date of up to 10 calendar days in the future, please email loanservicing@joinmosaic.com. If you are currently in a home sale and have not started the loan payoff process, we suggest you contact Borrower Support by email at loanservicing@joinmosaic.com to speak with a loan servicing agent to avoid delays in processing your request.

At this time, we do not offer refinancing.

We are unable to provide tax advice. We recommend you consult a licensed tax professional to further assist you with the Investment Tax Credits.

The following are a couple of available resources that can help you better understand the tax credit:

1. Federal Tax Credit Fact Sheet

2. Clean Energy Tax Credits for Consumers

3. IRS form 5695

If you qualify for and receive an Investment Tax Credit, you may choose to apply those funds to your loan. You can log into your account at https://joinmosaic.myaccountinfo.com/Account/LogOn to manage your payments and apply your Investment Tax Credit to your balance, if you choose.

PTO stands for Permission to Operate. This status is granted by your local utility after the panels are installed and pass final inspection. PTO allows you to begin using the energy generated by your solar panels through interconnection to the power grid. This is important to allow you to start benefiting from clean energy and to finalize your solar loan.