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Frequently Asked Questions

Frequently Asked Questions

How do I submit a French Requests?

Please submit all French discharge requests to [email protected].

When will I get my Payout Statement?

All payout statements are handled in priority of payout date. We will provide all Payout Statements no later than at least 2 business days before your requested date of payout. This means you may receive your statement sooner than 2 days before payout, while requests made with less than 2 days until the payout date will be handled to the best of our ability and according to volumes.

For emergency requests please submit normally and send a message through your Discharge Case to aid us in facilitating your request as quickly as possible.

What do I need to include with my request?

-If you are being represented by a solicitor, they will need to submit a letter of direction requesting the payout statement through Discharge Express. A copy of your property’s title search will also help quicken the discharge process.

- If you are paying out your mortgage with funds from your own bank account, and therefore not represented by a Solicitor, you will need to fill out the Customer Initiated Payout form HERE and include it in your request through Discharge Express.

What to expect after you submit your request?

Once the request for your mortgage payout has been submitted, the requestor (your solicitor, or you, depending on your reason for paying out) will receive e-mail notifications as each stage is completed.

Your Payout Statement will be uploaded into your Discharge Case in the portal. You can view your Discharge Case by logging into Discharge Express and clicking on “Your Cases” in the top right corner of the page.

Problems registering for Discharge Express?

If you are having trouble with registering for Discharge Express, please reach out to our Customer Service Team who will be happy to assist you with the Registration Process.

How do I reset my Discharge Express password?

You can request a password reset from either the Registration or Request sites by selecting the “Reset Password” option in the top right corner of the site. For a step by step guide, please click HERE.

For more assistance please contact the Customer Service team.

What do I do if I lock myself out of Discharge Express?

If you have exceeded the number of failed log-in attempts and find you are locked out of your account, please e-mail [email protected] from the e-mail used at registration with your first and last name requesting your password to be reset.

Why can’t I view my Payout Statement on Discharge Express?

If you are having technical issues when selecting any PDF file located in your discharge case this may be due to your web browser’s settings or additional pop-up blocking software. To save and view your payout statement from Discharge Express you may need to disable these pop-up blocking settings.

If doing this still does not allow you to view the statement, please send a message through the case details screen and your assigned Discharge Administrator will provide you your Payout Statement.