Overview

Upstart’s loan application, account dashboard, and documents are currently available in English only. We understand that some borrowers prefer support in another language or may need an interpreter.  We’re committed to a respectful, accessible experience. This includes offering phone support in Spanish and allowing the use of trusted interpreters when appropriate. Choosing a language preference does not affect your eligibility, rates, or terms.

Official Documents and Communications

✔ Applications, disclosures, and agreements are presented in English.
✔ Routine communications (email, dashboard alerts, statements) are sent in English.
✔ If you do not speak English fluently, you may choose to use an interpreter during your call with us. 
✔ If there’s ever a difference between a translation and documentation in English, the English version is the one we use to make decisions.

Interpreter and Translator Options

We support two types of language assistance during phone calls:

✅ Telecommunications Relay Interpreters (for Hearing or Speech Disabilities)

We accept all standard Telecommunications Relay Services. Our agents speak directly with you while the relay interpreter conveys the conversation. (No additional authorization from the relay provider is required beyond our normal security steps.)

👨‍👩‍👧 Family or Friends as Translators

If you’d like to have a friend or family member assist with translation, we require that:

• You must be on the call and complete identity verification yourself. Your interpreter may relay questions and your answers.

• You give us explicit recorded permission to discuss your account with the third party present.

• For your security, we do not accept instructions solely from a friend or family member unless we have valid written authorization (e.g., Power of Attorney, court order, or other acceptable written authorization) on file.

💡 We are unable to proceed with application or account-related discussions through a friend or family translator unless you have verified yourself in English first.

In certain cases (such as during the loan application process), we may require a notarized Power of Attorney on file for a third party to speak or act on your behalf.

Need Help?

If you prefer to speak in Spanish or need help using an interpreter, we recommend calling our servicing team. We’ll do our best to assist or route you to someone who can help.  Spanish language assistance is also available as an option in our phone menu instructions.