SUPPORT

Support Center Links and FAQ

Borrower Intelligence Platform Support Center
Login Required

TrustEngine Trust Center
Login Required

Mortgage Coach Support Center
Login Required

Sales Boomerang Resource Hub
Login Required

Frequently asked questions

How to Create a Client Login

How to Change Your Product Password

How to Use the Trust Center

How to Submit a Support Ticket

Borrower Intelligence Platform

Create a Client Login for Borrower Intelligence Platform Resource Hub

For access to specific articles, you need to create a login.

Please Note: This login is not the same as your Sales Boomerang or Mortgage Coach product login. You are welcome to use the same credentials, but you still need to create a login for Resource Hub access.

To access the Resource Hub, please follow these steps:

  1. Navigate to support.trustengine.com.
  2. Click Sign In in the upper right-hand corner of your screen.
  3. Click Sign Up in the lower left-hand corner of the dialog that displays.
  4. Enter your full name and work email, then click Sign Up.
  5. Check your email. You should have an email from TrustEngine Support with the subject “Create a password for Borrower Intelligence Platform.” Click the Create a password link in that email. The Choose Your Secret Password dialog will display.
  6. Type in a password that meets the security requirements listed on the Choose Your Secret Password dialog, and click Set Password.

TrustEngine

Gaining Client Access to the TrustEngine Trust Center

To gain access to your secured documents, customers can complete the following quick steps::

  1. Visit trust.trustengine.com
  2. Click on Get Access.
  3. Enter your work email and click Continue. 
  4. Then complete the Request Access screen:
    1. Enter your name, title, company name, and point of contact.
    2. Check at least the first box acknowledging that you have read the SafeBase Terms of Service and Privacy Policy, as well as the TrustEngine Privacy Policy.
    3. Click Submit Request.
  5. Once approved, you will get an email with a one-time login link. You will not need to create a username or password.
  6. Click on the login email. You will be prompted to sign an NDA if a TrustEngine contract is not already in place.
  7. You now have private access to the TrustEngine Trust Center.

Sales Boomerang

Create a Client Login for Sales Boomerang Resource Hub

For access to specific articles, you need to create a login.

Please Note: This login is not the same as your Sales Boomerang product login (see How to Change Your Product Password in Sales Boomerang). You are welcome to use the same credentials, but you still need to create a login for Resource Hub access.

To access the Resource Hub, please follow these steps:

  1. Navigate to support.salesboomerang.com
  2. Click Sign In in the upper right-hand corner of your screen.
  3. Click Sign Up in the lower left-hand corner of the dialog that displays.
  4. Enter your full name and work email, then click Sign Up.
  5. Check your email. You should have an email from Sales Boomerang Support with the subject “Create a password for Sales Boomerang.” Click the Create a password link in that email. The Choose Your Secret Password dialog will display.
  6. Type in a password that meets the security requirements listed on the Choose Your Secret Password dialog, and click Set Password.

Mortgage Coach

Create a Client Login for Mortgage Coach Support Center

For client access to specific articles, you need to create a login.

Please Note: This login is not the same as your Mortgage Coach Advice Engine product login (see How to Retrieve or Change Your Product Password in Mortgage Coach below. You are welcome to use the same credentials, but you still need to create a login for Support Center access.

To access the Support Center, please follow these steps:

  1. Navigate to support.mortgagecoach.com
  2. Click Sign Up in the lower left-hand corner of this dialog.
  3. Enter your full name and work email, then click Sign Up.
  4. Check your email. You should have an email from Mortgage Coach Support Center with the subject “Create a password for Mortgage Coach.” Click the Create a password link in that email. The Choose Your Secret Password dialog will display.
  5. Type in a password that meets the security requirements listed on the Choose Your Secret Password dialog, and click Set Password.

Sales Boomerang

How to Change Your Product Password in Sales Boomerang

Whether you are logging into Sales Boomerang for the first time, or you are seeing "An error has occurred. Incorrect email or password." when logging in on an existing account, here's how to reset a password on your account.

  1. In your browser, navigate to the Sales Boomerang login page.
  2. Click the Forgot your password? link.
  3. In the Email field, fill in the email address that you use to login to Sales Boomerang.
  4. Click the checkbox next to I'm not a robot or complete the reCAPTCHA challenge and click the Verify button.
  5. Click the Reset button and you should see a “Please check your email to reset your password” success message.
  6. Check your email account for an email from hello@salesboomerang.com with the subject line "Password Reset - Sales Boomerang”. Please note that an email will only be sent if a Sales Boomerang account exists under that email address.
  7. In the password reset email, click the Reset Password button.
  8. Fill in a new password in the Password and the Confirm Password fields. Please note that the password should contain between 8 and 15 characters, including at least one number and includes both lower and uppercase letters and special characters, and both the Password and Confirm Password fields need to match.
  9. Once both fields are completed and no error messages are displayed, click the Update Password button.
    • If you receive the message "An error has occurred”: Please update your password to meet the password requirements (minimum 8 characters long and contains numbers and both upper and lowercase letters) and click the Update Password button to resubmit.
  10. If successful, you will be logged into your Sales Boomerang dashboard and a “Password was reset” success message will appear.

Mortgage Coach

How to Retrieve or Change Your Product Password in Mortgage Coach

To retrieve your Mortgage Coach Advice Engine password, complete the following steps:

  1. Visit the Mortgage Coach Sign in page.
  2. Click the blue text for "FORGOT PASSWORD" at the bottom of the dialog. This takes you to the Forgot Password dialog.
  3. Enter the email address tied to your Mortgage Coach account in the Email/Login field, and click Send.
    • Our system will automatically send out a temporary password that will allow you to log back into your Mortgage Coach account. Be sure to check your Spam folder.
    • If you have too many failed attempts, your Mortgage Coach account will be locked out for 10 minutes before you can request a new password.

    4. To create a new password once you are in the Advice Engine:

    • Click on the Settings menu, upper right.
    • In the left navigation, click Contact.
    • Click the Change Password button.
    • Complete the Change Password dialog, entering your old and new passwords as requested.
    • Click OK.

TrustEngine

Using the TrustEngine Trust Center

There are several functions that clients can perform in the TrustEngine Trust Center, hosted in a system called SafeBase, once access has been granted. Refer to this article for the following instructions:

  • Upload Security Questionnaires
  • Submit an Internal Assessment Portal Link
  • Download Private Documents
  • Ask Questions on Specific Items or Documents
  • Search within the Trust Center
  • Share the Trust Center with Colleagues
  • Contact TrustEngine Support or Security & Compliance Team

Upload Security Questionnaires

Some companies may still require vendors to fill out a custom security questionnaire. To upload any required questionnaires:

  1. Click on the Submit a Questionnaire link near the top of the TrustEngine Trust Center screen.
  2. At the bottom of the popup window, click upload.
  3. Drag a file to the grey box, or click in the grey box to upload the questionnaire from your system.
  4. Click Submit to transfer the file to TrustEngine.

Submit an Internal Assessment Portal Link

If you have an internal assessment portal link, you may submit that link versus a questionnaire document. Complete the following steps:

  1. Click on the Submit a Questionnaire link near the top of the TrustEngine Trust Center screen.
  2. At the bottom of the popup window, click submit a link.
  3. Enter a URL in the popup window and click Submit.

Download Private Documents

You may download private documents in the Documents section of the TrustEngine Trust Center (such as Pentest-as-a-Service, SOC 2 Report, Certificate of Insurance, and many others). Simply click on the name of the document you wish to download.

Ask Questions on Specific Items or Documents

After clicking on a card from the TrustEngine Trust Center, a side panel with detailed information will slide out. There is a comment box under each item. Simply type a question or comment in the comment box to send a notification to TrustEngine.

Your team will be notified and can respond directly in SafeBase for this private one-to-one conversation.

To respond to a message from the TrustEngine team:

  1. Select Conversations in the left navigation.
  2. Choose the appropriate message in the Conversations column.
  3. Respond to the message in the text box at right.

Search within the TrustEngine Trust Center

You can find any item or keyword from the Search field at the top of the TrustEngine Trust Center.

Once you choose an item from the dropdown list of search matches, you will be taken directly to that section and the item will be highlighted.

Share the TrustEngine Trust Center with Colleagues

To share the TrustEngine Trust Center with your colleagues:

  1. Click the Share button upper right.
  2. Select Invite colleagues.
  3. Enter the email address of the colleague you would like to invite
  4. Add a message (optional).
  5. Click Send.

Contact the TrustEngine Support or Security & Compliance Team

Within the TrustEngine Trust Center, there are two ways to contact our team. Scroll to the bottom of the TrustEngine Trust Center site, then:

  • Click Contact Support to reach out to our Cybersecurity Risk Team for help using the TrustEngine Trust Center site.
  • Click Report Issue if you believe you have discovered a vulnerability in one of TrustEngine's products.

Borrower Intelligence Platform

How to Submit a Support Ticket for Borrower Intelligence Platform

To submit a Borrower Intelligence Platform Support Ticket, please email support@trustengine.com. In your email, please include:

  1. The email address you use to log into either Sales Boomerang or Mortgage Coach.
  2. A detailed description of your request or issue.
  3. An attached screenshot or video of any issues or errors, including the full browser window and address bar.

Sales Boomerang

How to Submit a Support Ticket for Sales Boomerang

To submit a Sales Boomerang Support Ticket, please email support@trustengine.com. In your email, please include:

  1. The email address you use to log into Sales Boomerang.
  2. A detailed description of your request or issue.
  3. An attached screenshot or video of any issues or errors, including the full browser window and address bar.

Mortgage Coach

How to Submit a Support Ticket for Mortgage Coach

To submit a Mortgage Coach Support Ticket, please email support@trustengine.com. In your email, please include:

  • The email address you use to log into Mortgage Coach
  • Also indicate if you are an Enterprise account or an Individual account.
    • If you are unsure, log into your Mortgage Coach account and check the top left side of your dashboard. This will identify what kind of account you have.
  • A detailed description of your request or issue
  • An attached screenshot or video of any issues or errors, including the full browser window and address bar
    • The presentation link that you would typically send your borrower. To access the presentation link, look on the Preview page (the last page shown when you create a TCA), and click the button Generate Share Link.

Please remember to exit the presentation in case our team needs to access it.