The following path should be taken when escalating system or application problems or questions relating to the Loan Manager site:

STEP I

Please refer to the Operations Manual.  There is a great deal of information about how to use the application, including screen captures and other tools to help you quickly solve most common problems users encounter when using the system.  If you do not have the most recent version of the Operations Manual available to you, log into the LMS and click on the “Documents” link and then click on “Operations Manual” to download to your desktop.

STEP II

Please refer your support issue to your store manager or other onsite staff that may be able to assist you with any questions you may have.

STEP III

A merchant support line has been established and may be contacted at the following number: 678-819-0857 or you can send an email directly to support@tdcemail.com.  Representatives are available Monday – Friday from 7:30 AM – 9:00 PM Eastern.  If an agent is not available, please leave a message on our voicemail and your call will be returned as soon as possible.  Voicemails on this line are checked all day.  An electronic pager is also used to notify merchant support staff when a message is waiting.  If you need to fax any documents or other information, please fax to 678-819-0320 Attn: Merchant Support.

Helpful hints:

• When referring items to Merchant Support, please gather as much information as possible about the problem you are encountering, what you did in the system prior to getting the problem, as well as ideas you may have as to what could be causing it.
• If you have a specific loan number or customer SSN, please provide that information in order for a representative to better assist you.
• If possible, provide a screen capture by hitting <SHIFT> and <PRINT SCRN> (located above the INSERT key on most keyboards).  You can compose a message and paste this screen into an email message or into a Microsoft Word document by hitting <CTRL> and <v> at the same time.
• If you leave a message for Merchant Support, please leave your contact information and as much information about your problem as possible.  Also provide your merchant name and the store you are logged in to.