When to Contact Your Lender Instead of Built Support

Overview

There are several scenarios where users should contact their lender directly rather than reaching out to Built Support. This article outlines key situations where lender assistance is required for project, draw, or inspection-related questions.

Note:

The Lender associated with the project controls all aspects of project management in Built. Questions regarding your project, your access to Built, or pending draws and inspections should be directed to the Lender for clarification. For assistance using Built or technical problems, contact Built Support.

Builder or Borrower: When to Contact Your Lender

As a builder or borrower, you should contact the lender if you need assistance with the following:

• Questions on project-specific processes, such as:

  • The inspection process and who is responsible for initiating requests

  • The draw schedule and who is accountable for initiating draw requests

  • The draw process, draw requirements, or draw restrictions

• A Project's or draw status, such as:

  • What is the status of your project

  • When a pending draw will be reviewed and/or approved

• Updates to project information, such as:

  • The property address for your project

  • The name(s) of your company or the name(s) of your personal account(s)

  • Confirming or modifying disbursement methods for payments

• Updates to your account or user access, such as:

  • Which user(s) can request draws

  • Which user(s) can approve draws

  • Your level of financial access to the project

  • The project(s) you can see on your dashboard

• Updates to draws, such as:

  • Modifying a draw request that has been submitted

  • Deleting a draw request that has been submitted

  • Correcting an error on a completed draw

Find the Lender’s contact information by navigating to your project, then click the People tab.

Inspector: When to Contact the Lender

As an inspector, you should contact the lender if you need assistance with the following:

• Updates to Inspection settings or access, such as:

  • Inspection progress displaying as either percentages or values

  • Clarifying if inspections will be requested as needed versus scheduled as recurring

  • Enabling Elevated Access permissions to view project financials for value-based inspections

• Updates to pending inspections, such as:

  • Decline a single inspection due to availability. Learn more about setting your availability in Built here

  • Re-request an inspection 

• Updates to completed inspections, such as:

  • Updating progress on a recently submitted inspection

  • Updating photos on a recently submitted inspection

  • Delete an inspection that was incorrectly submitted

• Non-Marketplace billing questions, such as:

  • Understand when or how you will be paid for a non-Marketplace inspection

How to troubleshoot issues with the Built Inspect App:

If you do not see an inspection completed in Built, please attempt the troubleshooting steps linked below, then contact the Built Support Team at 1-800-655-8138 (M-F from 7 AM to 7 PM CT) and select the support option needed. For the fastest help, call support, or chat with us directly on the Built platform by clicking on the Chat Bubble icon. Learn more about troubleshooting issues with the Built Inspect App here.

Note:

• Network Connection/Coverage: Depending on the phone carrier, network coverage, and your location when submitting the inspection, an inspection may be delayed during submission to be marked as completed. Keep your application open when submitting inspections and wait for it to upload to 100%.

• Built Inspect App Version: Older versions of the Built Inspect App can result in performance issues. Confirm you’re on the latest version by downloading the updated app within your device’s app store, or deleting then re-downloading the app.

How to check if an inspection is has been completed in Built:

• Confirm on the Built Inspect App: Select the ‘Uploads’ button at the bottom menu of the app to view your upload history. Click on the ‘Completed’ tab to confirm if your uploaded inspection has completed submission.

• Confirm on the Built Desktop Platform: Log into Built on your desktop at id.getbuilt.com, then navigate to the project. Select to the ‘Inspections’ tab on the project to see the list of completed inspections. You can also view your completed inspections by going to your ‘History’ tab on the left-side menu of Built. Learn more about viewing inspection reports here.

Lender: When to Contact Your Internal Team

As a lender, contact your internal team if you need assistance with the following:

• Updating Built access, such as:

  • Changing your role

  • Changing your account permissions

  • Changing your branch access

  • Changing your email address

  • Single Sign-On (SSO) configuration or modifications

  Note:

  If you are unable to complete an amendment, it is likely due to your access level, which is managed internally. This can affect all roles in Built. Learn more about lender roles and permissions here.