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Try the self-service options first. Most pending applications clear without a phone call, in a few minutes. Work out which one is yours before you call — a representative will start by asking you the same things.
Some applications cannot be cleared by the applicant alone. That happens when the earlier checks have been tried and something still does not line up, and it is the point at which a representative has to look at your application with you.

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What the screen shows

The Application Results screen telling the applicant their application is pending and to call UAS The screen gives you a phone number and an application reference number. Have the reference number ready when you call — it is how we find your application.
Use the number on the screen. It reaches the team that handles applications. The number on a statement or on your account goes to account servicing, who cannot work on an application.
Do not refresh the page before you have spoken to us. The screen says this and it means it. Refreshing can move your application to a state a representative can no longer help you with.

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What we will ask

A representative will confirm two pieces of your information before discussing the application — typically your date of birth, email address, the last four digits of your Social Security Number, or your zip code. Have to hand:
  • Your application reference number
  • A current government-issued photo ID
  • The details you entered on the application, so you can confirm or correct them

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Uploading a document while you are on the call

A representative may ask you to send a document. The same screen has an upload panel for it, and it shows what you have already sent. The pending screen's upload panel, showing accepted documents and two files already uploaded The accepted documents are the same as for sending a photo of your ID: a state-issued driver’s license or identification card, a U.S. Passport, a U.S. Resident Alien or Green Card, or a U.S. Military ID. Each file can be up to 20 MB, and a driver’s license needs the back as well as the front. If you are asked to send something after the call has ended, the panel still works — the representative will refresh the application once your document arrives.

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If it cannot be resolved

Your application closes 30 days after you applied. You may receive a Statement of Credit Denial, Termination, or Change explaining that. That is not the same as being declined. It means we never got what we needed to decide, and you are free to apply again.