Application
What is the tool that we use to review an application status?
Application Inspector
I was charged twice for my housing payment. Can you refund & tell me why that happened?
Housing payment issues fall to the Bilt Rewards Team. Please help transfer the customer following the Recommended Script for Transferring to Bilt.
What are the steps a customer needs to follow to update their phone number?
What is the name of the macro that we need to use to send a statement via email to a customer?
Bilt — Statement Share (Agent Pull)
What is the meaning of AAN?
Adverse Action Notice
What is the status that a customer needs to wait a certain number of days to reapply? And how many days does the customer need to wait?
Decline Status
Customers need to reapply after 45 days since the application got declined
Can I make housing payments to multiple properties?
Yes. With Bilt 2.0, members can pay rent or mortgage for multiple homes and earn rewards on eligible payments. There is no limit on the number of housing payments and no housing points cap.
Can I update my address to a PO Box?
Yes, you can do this through the Bilt App by navigateing to the Wallet tab
What is the latest due date I can have each month?
The farthest we can update your due date to is the 28th of each month.
Lucky Day!!
You earn 200 Free Points!!
What does it mean for an application to be under an archived status?
This indicates a newer application was submitted OR ran – search the customer's email again and look for an app with a more recent date
How do I link my bank account?
Why do I have to provide documentation to change my address?
If you are unable to complete the process through the Bilt App, we require documentation to verify your new address and ensure the accuracy of the update. Note, this will take a few business days to process before we can submit the order for card creation and shipping.
If a customer changes their statement close date or due date. When will this change take effect?
Your new statement close date and due date will be effective on your next full statement cycle. You will still need to make a payment on your original due date.
What information must we verify before disclosing information about the account?
What are the steps that a customer needs to follow when the application is under CREDIT_FROZEN_OR_LOCKED_FILE?
Advise the customer to contact Experian at +1 (888) 397-3742.
Once the freeze is lifted, the customer can reapply right away using the same application link or website — they don't need to contact us again.
Did you know who the landlord is who is receiving my rent payment?
Thanks so much for reaching out. I completely understand [acknowledge the member's issue]. Bilt is specially prepared to help you with this. Here's how you can quickly get in touch with them:
Can I change the name on my card without changing my account name?
Yes! If you'd like a different name printed on your physical card — for example, using a preferred name or shortening your name — we can accommodate this during a card replacement. Please note this only updates what appears on the card itself, not the name on your account.
Where can I locate my statement?
Once populated and available, this can be found by going to: Wallet → Current Balance → i Icon next to current balance → scroll all the way down to view Statements and Download
I just made a payment. Why is my balance still high?
Your current balance may not reflect the payment because it is still pending. Once the payment settles, your current balance should update.
What forms of ID are accepted?
Will paying rent on the card affect my available credit?
No. Because money comes out of your linked bank account the same day your housing payment is charged to the card, it will not take up any available credit. There may be a brief window where it appears reduced, but this resolves on its own once the bank account debit is processed.
What are the documents a customer needs to send to change their physical address on file?
How do I download my statement?
What information do we disclose during a Spanish call?