Overview

We’re deeply sorry for your loss. If you’re managing the affairs of someone who had an Upstart loan, we’re here to help. We’ll work with the personal representative of the estate (executor/administrator) to handle the account appropriately and with care. We’ll need certain documents to verify authority before we can share account details. This protects the borrower’s privacy and complies with applicable laws.

Steps to Take

1. Email a Copy of the Death Certificate
Send a scanned copy of the borrower’s death certificate to servicing@upstart.com. If you know the loan account number, please include it in the email.

2. Include Your Contact Information
Let us know your name, best phone number to reach you, and your role (e.g., executor/administrator/personal representative). 

💡Tip: If an estate has been or will be opened, include the court appointment or docket information. We may ask for documentation that confirms authority to act for the estate.

3. Wait for Confirmation
Once we receive the necessary documentation, we will:

• Pause any scheduled payments set up by the deceased borrower and review recent activity.
• Limit further communications until we can speak with the verified estate representative.
• Provide next steps if additional information is needed (for example, court appointment papers).

What Happens Next?

✔ We’ll review the submitted death certificate and update the loan account
✔ We’ll work directly with the verified estate representative regarding payoff or other resolutions. (We won’t disclose account details to other third parties without proper consent or legal authority.)
✔ If we furnish information to credit bureaus, we’ll update our reporting to reflect the consumer’s status.
✔ If needed, we may ask the executor/administrator for documentation to finalize the process

💡 Note: Power of Attorney (POA) is no longer valid once the borrower has passed away. In cases where information about the loan is needed, documentation naming an executor/administrator of the estate may be required. This article provides general information and isn’t legal advice. Estate processes can vary by state.

Need Help?

If you’re unsure what to send or have questions about the process, please reach out to our support team. We’re here to help during this difficult time.

Email: servicing@upstart.com
Phone: 1-855-451-6753