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Frequently Asked Questions

• Do I earn any cashback if I book my hotel stay outside the Aven Travel Portal?

  Bookings via hotel or third-party sites get standard rewards, no 10% cashback.

  Bookings made directly with the hotel or through third-party sites do not qualify for the 10% cashback. In these cases, your account's standard rewards rate will apply.

• How do I earn 10% cashback on hotel bookings?

   

  The 10% cashback is available only for rewards cards and applies exclusively to hotel reservations booked through Aven’s Travel Portal.

• How do I file a complaint about my hotel stay?

  You can file a hotel complaint by contacting Aven Support via phone (press 2 for travel) or email at support@aven.com with your Itinerary ID and hotel details.

  You can file a complaint about your hotel stay by contacting Aven Support directly, by calling the number on the back of your card (press 2 for travel) or email us at support@aven.com. Please provide your Itinerary ID, hotel name, and a brief description of your concern. Our team will review your case and work with the hotel to resolve the issue as quickly as possible.

• How can I request a receipt for my reservation?

  Your booking confirmation is already considered receipt.

  Your booking confirmation email serves as your official receipt.

• How do I cancel my reservation?

  You can cancel reservations in the Aven app within the cancellation period, but policies vary by hotel and rate type.

  You can cancel your reservation within the Aven app if within the cancellation period. Please note that cancellation policies vary by hotel and rate type — some bookings may be non-refundable or have specific deadlines for free cancellation. We recommend reviewing your booking details or confirmation email before requesting cancellation.

• What should I do if I want to extend my stay?

  Extensions require hotel availability and may change rates, book via hotel or Aven app.

  Extensions can be done through the hotel directly, or by booking a new reservation through the Aven app. Extensions are subject to hotel availability and rate changes.

• What should I do if I check out earlier than planned?

  Inform the front desk before early checkout; refunds depend on hotel policy.

  If you check out earlier than your scheduled date, please inform the hotel front desk before leaving. Refunds or adjustments, if applicable, will depend on the hotel’s policy.

• Can I request an early check-in or late check-out?

  Requests must be directed to the hotel, subject to availability and possible charges.

  Those requests must be directed to the hotel. Please note that this is subject to availability and may incur additional charges, which will be determined by the hotel.

• What documents do I need to present to the hotel at check-in?

  Check with the hotel about check-in documents, typically a photo ID, credit card, booking confirmation, or incidental deposit.

  Please check with the hotel regarding check-in documents. You’ll usually need to present a valid government-issued photo ID for verification and credit card to cover any charges during your stay. Some hotels may also require a booking confirmation or incidental deposit at check-in.

• Can I book hotels outside of the US?

  You can book international hotels via Aven.

  Yes, you can book hotels internationally through Aven, subject to availability.

• Can I add my hotel loyalty membership when booking with Aven?

  Hotel loyalty memberships can't be added via Aven; check with the hotel directly.

  No, hotel loyalty memberships can’t be added when booking through Aven. We recommend checking directly with the hotel after booking to confirm if they can honor any loyalty benefits during your stay.

• Can I use my hotel loyalty rewards, discounts, or coupons when booking with Aven?

  Bookings via Aven may not qualify for hotel loyalty rewards; confirm benefits directly with the hotel after booking.

  Bookings made through Aven are processed via our travel partner and may not be eligible for hotel loyalty rewards, discounts, or coupons. We recommend checking directly with the hotel after booking to confirm if they can honor any loyalty benefits during your stay.

• Can I request a room/bed upgrade?

  Upgrade requests go to hotel; availability and extra charges apply.

  Upgrade requests must be directed to the hotel. They are subject to availability and may incur additional charges, which will be determined by the hotel.

• Can I book for someone else using my Aven account?

  Aven accountholders can only book for themselves but may bring guests.

  No, Aven accountholders can only book for themselves using the Aven account. They can bring additional guests.

• If I use my Aven card, will I earn points?

  You earn points on eligible purchases, including hotel reservations, varying by card type and offers.

  Yes, you’ll earn points on eligible purchases, including hotel reservations made using your card. The number of points earned may vary depending on your card type and any specific offer available at the time of booking.

• Are there any booking fees when reserving through Aven?

  Total checkout cost includes all taxes and fees.

  No. The total cost you see at checkout already includes all applicable taxes and fees, unless otherwise stated.

• How can I change or modify my reservation?

  To modify your reservation, email support@aven.com or call the number on your card.

  To change or modify your reservation, please contact us by emailing support@aven.com or calling the number on the back of your card (press 2 for travel).

• Where can I find my reservation in the app?

  Open the Aven app or aven.com, select Rewards, and tap your reservation to view it.

  Open the Aven app and select Rewards. Then tap or click on the reservation you want to view. You can also log in to your account through aven.com and follow the same steps.

• What should I do if I didn’t receive my booking confirmation?

  If you don't receive your booking confirmation, check your spam or contact support@aven.com or call the number on your card (press 2 for travel).

  If you haven’t received your booking confirmation within a few minutes after completing your reservation, please check your spam or junk folder. You can contact us directly by emailing support@aven.com or by calling the number at the back of your card (press 2 for travel).

• Will I receive a confirmation email after booking?

  You will receive a confirmation email with your booking details shortly after completing your hotel reservation.

  Yes, you’ll receive a confirmation email a few minutes after completing your hotel booking. The email will include your itinerary ID, hotel details, check-in/check-out dates, and payment information.

• Can I use my Aven card to pay directly at the hotel?

  Yes

  Yes

• How can I make a hotel reservation using my Aven card?

  To book a reservation on Aven App or aven.com, use the Rewards tab; phone bookings are unavailable, but call your card's back number and press 2 for help.

  On the Aven App or aven.com, click on the Rewards tab to book a reservation. Currently, Aven cannot book reservations over the phone. For assistance, you can call the number on the back of your card. When listening to the opening menu options, press 2.

Frequently Asked Questions

• How does Aven know my balances with other credit cards?

  Aven receives that information from credit reporting agencies.

• How can I see how much of my payment is going to principal and interest?

  The minimum payment due section on your statement shows the breakdown of your payment. The current month’s interest will be itemized, and the remaining amount of the payment goes toward reducing the principal balance. 

  For payments made toward an Aven Simple Loan, the monthly amount due is presented for each loan on your statement. You can find each loan payment breakdown of principal, interest, and fees in the app.

• Can I have an authorized user?

  Applicants can add authorized users to the account during the application process. Authorized users get their own Aven credit card and can use the account. Currently, Aven cardholders cannot add authorized users after an account has already been created. 

• How soon can previous cardholders reapply?

  There is no set waiting period between closing an Aven account and applying for a new Aven account. Please note that this is a new application for a new account – you will go through the full application process again. Approval is based on your current income, equity, credit, and debt obligations. The fact that you previously had an Aven account does not factor into the approval decision.

• Am I covered by fraud protection if I use Aven?

  Aven’s advanced fraud monitoring helps protect your account by sending alerts for suspicious or declined transactions. You can lock your card or dispute unauthorized charges directly in the Aven app, where our team will investigate. Billing error policies are detailed in the Billing Rights section of your Cardholder Agreement.

• Do I need to inform Aven when travelling abroad?

  No, you do not need to inform Aven when traveling abroad. Your card works anywhere Visa is accepted, and there are no foreign transaction fees. For your security, international spending limits may apply.

• What are the international transaction limits?

  For international transactions, there are single, daily, weekly and monthly transaction limits. All other transaction limitations (e.g., having an active account, having available credit line) still apply.

   

   

• How can I pay my account balance?

  The simplest way to pay is through the Aven app. You can also pay over the phone by calling Aven Customer Service at 415-582-6613. If paying by phone, you will need to provide us with the bank account information (account and routing number) for the account you wish to pay from.

• What is the maximum line size for the Aven Rewards card?

  Currently, the maximum line size Aven offers for the Aven Rewards card is $50,000.

• Why can’t you verify my bank account with Plaid?

  Bank account verification using Plaid can fail for several reasons. This can happen if your log-in details are incorrect or if the name on your bank account does not match the name on your application. Other common issues are that your bank is not supported by Plaid or the income amount verified from your account is too low for approval.

• Do you have a physical branch I could visit in person?

  No, we do not have any offices you can visit in person. But you may email us at support@aven.com, call us at 415-582-6613, or send us mail at 548 Market St #99555, San Francisco, California 94104-5401.

• Can I use a temporary ID for verification?

  No. To complete the signing session, including any required notarizations, applicants need to have a permanent, unexpired identification document, such as Driver's License, Passport Book, Passport Card, etc.

Aven Advisor

• Do you have a physical branch I could visit in person?

  No, we do not have any offices you can visit in person. But you may email us at support@aven.com, call us at 415-582-6613, or send us mail at 548 Market St #99555, San Francisco, California 94104-5401.

• Can I add multiple properties on the Advisor app?

  Aven Advisor currently does not support multiple properties or vehicles. To update the address on your profile, please contact us at support@aven.com 

• Why am I receiving less than 52 weeks of free coffee as advertised?

  The length of the Free Coffee offer can range from 2 to 52 weeks, and the details are outlined on our website [here] to help set proper expectations.

• How can I redeem my winnings from Spin the Wheel?

  Spin the Wheel winnings will be paid out through the Stripe account you connected to your Aven Advisor account. This may take up to 5 business days to process. Please note: receiving your winnings does require at least one referral. 

• I can’t claim my Free Coffee gift card because it says to unfreeze my credit report.

  To keep you eligible for the Free Coffee offer, we need to refresh your credit report from time to time. If your credit report is frozen, the system can’t verify your eligibility. Please unfreeze it so we can update your information and keep you qualified for the offer.

• I stopped receiving my Free Coffee gift card, and now it says "You’re in for the Free Coffee raffle".

  It looks like you’ve already received all the Free Coffee gift cards you were eligible for with this promotion. After that, you're automatically entered into the Free Coffee Raffle.

• How can I update my information in Advisor?

  To update your Aven Advisor account information, please visit the Advisor app, select the “Account” tab, select “Account Information”, and finally “Edit Information”. You may also contact teamavenadvisor@aven.com. Depending on the information that needs to be updated, the solution might be to delete the existing Aven Advisor account and create a new one. Please note, a change in address will require the address to be re-verified for any eligible promotions.

• Why can’t I link my bank account to Stripe?

  Certain banks may not be supported by Aven Advisor. In the Advisor app, click on the account profile icon at the top of the screen. From there, click on Payout History. There, you can access a list of banks to which payments aren’t supported. 

  Debit cards are not supported.

  
   

Payments

• How can I pay my bill through another bank?

  Yes, you can pay your Aven card balance through your personal bank's online Bill Pay service. Log into your checking account and use the Bill Pay tool to add "Aven Card" or "Aven" as the Payee Name. Be sure to use the payment mailing address listed on your monthly Aven statement.

  For the most efficient payment process, consider setting up AutoPay within the Aven mobile app. This will automatically deduct your payment from your linked bank account each month.

• Can I change my payment due date?

  Yes, you can change your payment due date. Changes may take 1-2 billing cycles to take effect, depending on the date and eligibility. Please email support@aven.com to request a change.

• What if the merchant issues a refund after I file the dispute?

  If the merchant issues a refund during the investigation, the dispute will be closed, and any provisional credit will be adjusted accordingly so you are not double-credited.

• Can I cancel or withdraw a dispute after filing?

  Yes. If you resolve the issue with the merchant or no longer wish to proceed, you may request to withdraw the dispute. Any provisional credit issued will be reversed.

• What happens if my dispute is declined?

  If the dispute is declined, it means that we received supporting documentation indicating that the charge is valid. Any provisional credit issued during the investigation will be reversed, and the disputed amount will be rebilled on your account.

• What happens if my dispute is approved?

  If the dispute is approved, Aven will issue a permanent credit for the disputed amount. If you previously received a provisional credit, it will simply be made permanent. You will not be responsible for paying the disputed charge.

• Do I need to pay a disputed charge?

  While the matter is under investigation, you do not need to pay the disputed amount and you will not be assessed finance charges (interest) on the disputed amount. Aven will provide a provisional credit for the disputed amount in your account. Please note that you still need to make your minimum payment by the due date.

• How long does the dispute investigation process take?

  It may take 30 to 90 days depending on the case. You will receive communications as the investigation progresses.

• What documents do I need to dispute a charge?

  Some disputes may require further documentation for our investigation.  You may be asked to provide the following: 

  • Receipts, invoices, order confirmations
  • Cancellation emails
  • Communications with the merchant
  • Proof of return or refund
  • Police report (for fraud or stolen card cases)
• What information do I need for disputing a charge?

  To file a dispute, you will need to provide the transaction date, amount, merchant name, and the reason for the dispute.

• How do I file a dispute?

  You may file the dispute via phone, email, or in the Aven app.

• How long do I have to file a dispute?

  You may file the dispute within 60 days from the date the transaction first appeared on your statement.

• When should I file a dispute?

  You should file a dispute if:

  • You were charged for something you didn’t buy.
  • The amount charged is wrong.
  • The item/service was not received, was defective, or was not as described.
  • You were charged twice for the same transaction.
  • You canceled a subscription but were still charged.
  • A merchant did not issue a promised refund.
• What is a credit card dispute?

  A dispute is a formal request to investigate a transaction that you believe is incorrect, unauthorized, or processed improperly.

• How can I see how much of my payment is going to principal and interest?

  The minimum payment due section on your statement shows the breakdown of your payment. The current month’s interest will be itemized, and the remaining amount of the payment goes toward reducing the principal balance. 

  For payments made toward an Aven Simple Loan, the monthly amount due is presented for each loan on your statement. You can find each loan payment breakdown of principal, interest, and fees in the app.

• How do I pay off my account?

  If you’d like to pay off your Aven balance, click “Get Payoff Quote” under Account Details in the Aven app. Once you have your quote, you can make the payment directly in the app. This payoff does not automatically close your account. 

  To close the account, click “Close Account” under Account Details. You must pay off the account balance to close the account. For fastest processing, payoff funds must be sent to us by wire. Payoff funds sent by any other method will be held for up to 60 days to ensure the payment is not withdrawn, and that hold period may delay the release of the lien. Aven is not responsible for missed closings, rate lock expirations, or any other issues resulting from this lien release delay .

• How can I pay my account balance?

  The simplest way to pay is through the Aven app. You can also pay over the phone by calling Aven Customer Service at 415-582-6613. If paying by phone, you will need to provide us with the bank account information (account and routing number) for the account you wish to pay from.

• How do I change the AutoPay date for my account?

  Due dates are established when an account is opened. If AutoPay is turned on, payments will be automatically made on the due date. Due dates can be changed and may take 1-2 billing cycles to take effect, depending on the date and eligibility. Please email support@aven.com to request a change.

Before You Apply

• Will my Life Estate deed affect my application?

  If you have only a life estate interest in the property, you may not use that property as collateral for an Aven home-secured product.

• Can I connect my bank account during the rescission period?

  You can link Aven to bank accounts, but transactions start post-rescission.

  Yes, you can connect your Aven account to your bank accounts during the rescission period. But transactions will not be conducted until after the rescission period.

• How do notary sessions work?

  Aven offers online notary appointments for most states, allowing multiple signers to schedule separately and sign from any device with a camera, microphone, and internet. Some states require in-person appointments where all signers must attend together with a government-issued ID.

  For people in most states, Aven uses online notary appointments. For applications that require multiple signers, online notary appointments are scheduled separately, so signers do not need to be available at the same time or place. Applicants will get text messages and emails with links to schedule (and join) an online notary signing appointment. For online signing, you can sign from any device with a camera, microphone, and internet connection. 

  A few states require in-person notary appointments. For in-person signing, signers will schedule one appointment to sign together at the same time. Have your government-issued ID with you during the signing appointment.

• I lost my invitation to apply that I received in my mail, can I get it again?

  If you lost your mail invitation, you can still apply directly at aven.com without a code.

  If you no longer have your mail invitation, it cannot be retrieved. Invitations are sent regularly, so you may receive another in the future. You can still apply directly at aven.com without a code.

• Will applying affect or impact my credit score? Do we hard pull both applicants?

  When applying for an Aven Home Equity or Aven Rewards card, a soft credit pull is performed initially, which does not affect your credit score. A hard inquiry, which may impact your score, is only made after you accept an offer and schedule with notaries for Home Equity cards or after submitting your stated income for Rewards cards.

  HOME:

  When you apply for an Aven Home Equity card, we perform a “soft pull” on your credit in order to determine an offer. This does NOT impact the applicant's credit score. You can check your offer without your credit score being affected. Only after you accept an offer and schedule a time with our notaries will we make a hard inquiry on your credit profile. This may impact the credit score.

  UCC:

  When you apply for an Aven Rewards card, we perform a “soft pull” when you submit your personal information. This does NOT impact the applicant's credit score. Only after you submit your stated income will we make a hard inquiry on your credit profile. This may impact the credit score.

  
   

Offer, Rates & Fees

• Is there a fee added or taken out?

  Cash out and balance transfer fees are added to the requested amount, increasing the total Aven balance accordingly.

  Cash out and balance transfer fees are added to the requested amount and made part of the Aven balance.  For example, if you do a $100 cash out transaction with a 2.5% fee, your total balance will be $102.50.

   

  

Application

• Will my Life Estate deed affect my application?

  If you have only a life estate interest in the property, you may not use that property as collateral for an Aven home-secured product.

• How soon can previous cardholders reapply?

  There is no set waiting period between closing an Aven account and applying for a new Aven account. Please note that this is a new application for a new account – you will go through the full application process again. Approval is based on your current income, equity, credit, and debt obligations. The fact that you previously had an Aven account does not factor into the approval decision.

• Why can’t you verify my bank account with Plaid?

  Bank account verification using Plaid can fail for several reasons. This can happen if your log-in details are incorrect or if the name on your bank account does not match the name on your application. Other common issues are that your bank is not supported by Plaid or the income amount verified from your account is too low for approval.

• Do you have a fax number I can send the documents to?

  No, Aven does not have a fax number available. Applicants can send us documents through a document upload link we provide or email them to us at support@aven.com.

• How do Aven’s automated appraisals work?

  For most of its home-secured credit products, Aven uses automated valuation models (often referred to as AVMs) to determine the value of the property. The AVMs Aven uses are administered by other companies not affiliated with Aven. This means Aven cannot adjust AVM results.

• Can I use a temporary ID for verification?

  No. To complete the signing session, including any required notarizations, applicants need to have a permanent, unexpired identification document, such as Driver's License, Passport Book, Passport Card, etc.

• Can I add someone other than my spouse as a co-applicant?

  Non-spouses can be co-applicants on Aven applications.

  Yes, non-spouses can be added to the Aven application as a co-applicant.

• Can I have an authorized user?

  Applicants can add authorized users to the account during the application process. Authorized users get their own Aven credit card and can use the account. Currently, Aven cardholders cannot add authorized users after an account has already been created. 

• How can someone complete a notary session if an additional signer is not available at the same time?

  Aven offers online notary appointments for most states, allowing multiple signers to schedule separately and sign from any device with a camera, microphone, and internet. Some states require in-person signings, where all signers meet simultaneously with a government-issued ID.

  For people in most states, Aven uses online notary appointments. For applications that require multiple signers, online notary appointments are scheduled separately, so signers do not need to be available at the same time or place. Applicants will get text messages and emails with links to schedule (and join) an online notary signing appointment. For online signing, you can sign from any device with a camera, microphone, and internet connection. 

  A few states require in-person notary appointments. For in-person signing, signers will schedule one appointment to sign together at the same time. Have your government-issued ID with you during the signing appointment.

• Can my offer change after I get prequalified?

  A prequalified offer is an estimated initial offer that may be updated after verification to ensure accuracy.

  Yes, it’s possible. A prequalified offer is an estimated offer based on the initial information provided. If, during our review and verification process, the information changes, the system may produce an updated offer based on the updated information. This is a standard step in the industry to ensure the final offer is accurate.

• Is there an initial draw requirement?

  Some offers require an initial draw; see agreement.

  Some offers include an initial draw requirement. Please refer to your account agreement for full details.

• Which states is Aven available in?

  Aven offers products in nearly all U.S. states, with availability varying by location; visit Aven.com to apply.

  Aven offers its products in nearly all U.S. states. In some states, we currently offer only some of our products, but we’re working on offering more in more places.   To see if we have a product for you where you live, visit Aven.com and submit an application.

Account

• How do I get a verification of account?

  You can request a Verification of Account by sending an email to support@aven.com with a completed verification request form and borrowers written authorization attached. Please include “Verification of Account” in the subject line of your email.

• Am I covered by fraud protection if I use Aven?

  Aven’s advanced fraud monitoring helps protect your account by sending alerts for suspicious or declined transactions. You can lock your card or dispute unauthorized charges directly in the Aven app, where our team will investigate. Billing error policies are detailed in the Billing Rights section of your Cardholder Agreement.

• Do I need to inform Aven when travelling abroad?

  No, you do not need to inform Aven when traveling abroad. Your card works anywhere Visa is accepted, and there are no foreign transaction fees. For your security, international spending limits may apply.

• What are the international transaction limits?

  For international transactions, there are single, daily, weekly and monthly transaction limits. All other transaction limitations (e.g., having an active account, having available credit line) still apply.

   

   

• How can I pay my account balance?

  The simplest way to pay is through the Aven app. You can also pay over the phone by calling Aven Customer Service at 415-582-6613. If paying by phone, you will need to provide us with the bank account information (account and routing number) for the account you wish to pay from.

• Why can’t you verify my bank account with Plaid?

  Bank account verification using Plaid can fail for several reasons. This can happen if your log-in details are incorrect or if the name on your bank account does not match the name on your application. Other common issues are that your bank is not supported by Plaid or the income amount verified from your account is too low for approval.

• Do you have a physical branch I could visit in person?

  No, we do not have any offices you can visit in person. But you may email us at support@aven.com, call us at 415-582-6613, or send us mail at 548 Market St #99555, San Francisco, California 94104-5401.

• Is a property co-owner responsible to pay back an Aven HELOC account opened by a different co-owner?

  Only the HELOC account holders are responsible to pay back the HELOC. Property co-owners who aren’t account holders have no repayment obligations. Note, though, that the property is being used as collateral for the HELOC, so an account default could affect all co-owners, not just account holders.

• Can I decrease my line size?

  During application, you can request a lower credit limit by emailing support@aven.com; limits can't be decreased after account opening.

  During the application process, yes. If you would prefer a credit limit lower than what Aven has offered, please email support@aven.com and indicate your preferred lower amount. 

  Credit limits may not be decreased by request after the Aven account has been opened.  

• How do I make purchases?

  The Aven card works like a Visa, allowing swipes, chip inserts, contactless payments, mobile wallet use, and online purchases with cash back rewards.

  You can use an Aven card just like a regular Visa card. Simply swipe, insert the chip, tap for contactless payments, add it to a mobile wallet (like Apple Pay), or use it online. Purchases made using the Aven card are eligible for cash back rewards!

• Why did my transaction get declined due to an address (ZIP code) mismatch if I was never asked to enter one?

  Some merchants send your ZIP code to VISA even if not asked at checkout; contact them to update it.

  Some merchants won’t ask you for your ZIP code at checkout, but they may still send your ZIP code to VISA. Please contact the merchant to update the ZIP code being sent.

• Do you issue IRS Form 1098?

  Aven HELOC accountholders paying $10+ in interest receive Form 1098 in the Aven App by January 31 annually.

  For Aven HELOC accountholders, yes, we do. If an accountholder pays $10 or more in interest during the year, the accountholder’s Form 1098 will be available to review in the Aven App by January 31 of the next year. Accountholders can look in the Aven App under Account > Documents.

• When can I access my funds?

  Most Aven Home Card cardholders can cash out funds to their bank account after the 3-business-day rescission period. Others can access funds once they’ve activated their Aven card, which typically arrives within 7 business days after signing the account opening documents. 

  To activate the card, log in to the Aven app or visit my.aven.com. Those who are refinancing with Aven can access funds after Aven receives proof from the existing lender that the mortgage has been paid in full. If any additional review is needed before account activation, Aven will notify those cardholders after signing.

• What happens if I already have a HELOC?

  Aven allows refinancing of existing HELOCs by using part of its credit limit to pay off the 2nd lien, converting the balance into fixed monthly payments with a fixed interest rate. Remaining credit can be used for purchases, cash outs, or balance transfers.

  Aven can refinance your existing HELOC using a portion of your Aven credit limit to pay off the existing 2nd lien HELOC (or loan) - this balance is placed and paid back on a fixed monthly payment plan with a fixed interest rate. Once the existing lien is paid off, borrowers can use the remaining Aven credit limit for purchases, cash outs, or balance transfers. 

  To learn more about the Aven Card Refinance process, watch the video below: https://vimeo.com/1126324739/e6949aa493?share=copy#t=0

• Any restrictions on buying a house?

  Aven allows unrestricted use of Cash Out funds by account holders.

  Aven does not place restrictions on how Cash Out funds are used. Account holders may use these funds at their discretion.

• Are there any credit pulls for account holders?

  Aven does not perform any hard pulls without authorization. Aven may perform soft pulls for account management, promotional offers for existing account holders.

• My credit is frozen. What can I do?

  If your credit is frozen, usually the application flow will give you an option to unlock. You can also go to Experian’s credit freeze page at https://www.experian.com/help/credit-freeze/. If your credit with Clarity is also frozen, please go to https://consumers.clarityservices.com/securityFreeze.

Online Notary

• How do I reschedule my notary appointment?

  You can reschedule your online notary appointment by clicking the link we sent to your phone or email and then clicking “Reschedule Session” at the bottom of the page. 

  If you are scheduled for an in-person notary appointment, you may request a new appointment using the link sent to you for your appointment confirmation. To reschedule on the day of the appointment, please directly contact the person administering your signing session.

• What if I do not have a witness available for the in-person signing?

  For in-person signing states, if you cannot provide a witness that is 18 years of age or older, please let the person administering your signing session know prior to your appointment. A witness will be provided, at no additional charge.

• Where will my in-person signing take place?

  For in-person signing states, notarizations will take place at the property address identified in your application. All required signers and witnesses must be present at the signing session to execute the required documents.

• Can I use a temporary ID for verification?

  No. To complete the signing session, including any required notarizations, applicants need to have a permanent, unexpired identification document, such as Driver's License, Passport Book, Passport Card, etc.

• Why does someone have to complete the notarization process?

  HELOCs require signed, notarized deeds of trust or mortgages, recorded at the local county assessor's office.

  HELOCs require documents to be signed showing the lender’s security interest in the property. Those documents are usually called deeds of trust or mortgages. These documents must be signed and notarized before being recorded at the local county assessor's office.