Frequently Asked Questions

What do I do if I have questions about my loan?

Contact us! Send an email to: support@scratchpay.com Call us at: 855-727-2395 Send a Fax to: 213-402-6975 Send a Text to: 855-727-2395

What do I do if I am having trouble logging into my account?

You can reset your password by clicking "Home", and then click "Get help here" on the upper righthand side of the screen (under where you would login). You can also send an email to support@scratchpay.com or call 855-727-2395 for help.

Why does this look different than the Scratch website I am used to?

The main Scratch website is www.Scratchpay.com This website is for current customers who prefer to manage their account(s) online.

Can I Make payments online?

Yes, you can make payments anytime online. We accept eChecks, and Debit Card payments 24/7

What is my Payoff Amount?

To see your payoff amount as of today: Log into your online account, go to "My Loan", click "Manage", and then click "Payments". On the right hand side select either "DEBIT PAYMENT" or "ECHECK PAYMENT". On the next screen click on the dropdown under "PAYMENT TYPE", and it should display your Payoff balance for that day. To see your payoff amount as of a certain day in the future: Just email your request to support@scratchpay.com, text us at:855-727-2395 or call us at 855-727-2395; if our agents are busy just leave a message with your call back information and one of our agents will reach back out to you.

How Can I Payoff my Entire Balance?

Unfortunately the company we have partnered with to provide you your online account does not support online payoffs (trust us when we say we hate this as much as you do!). We are working to fix this feature, and in the interim there are 2 easy ways you can payoff your loan: 1) Call us at 855-727-2395 and one of our customer service agents will help process your payoff over the phone; if our agents are busy just leave a message with your call back information and one of our agents will reach back out to you. 2) Payoff all of the stated "Payoff" amount online minus 1 cent, and send a short email to support@scratchpay.com letting us know you have done so. We will credit your account the final 1 cent, and close the payment plan our for you. We apologize for the inconvenience, and are actively looking for a way to solve this.

How can I Reset my Login Password?

You can reset your password by clicking "Home", and then click "Get help here" on the upper righthand side of the screen (just below where you would login). If you still need help email us at support@scrathpay.com or cal us: 855-727-2395