I'm seeing an error when applying for a loan

There are a few types of errors you may see when applying for a Fig loan or creating your Fig account, select the error below for suggestions on how to resolve it:

• Oops, something's gone wrong
• Sorry, your loan offer has expired
• You've already got a loan with us
• Something went wrong while connecting your bank account
• Sorry, we aren't able to offer you a loan right now
• We're having trouble verifying your identity
• Sorry, we couldn't verify your identity
• We can’t proceed since you declined the terms and conditions
• Incorrect Link

Oops, something's gone wrong

While Fig aims to provide the best experience possible to our borrowers, it is possible you may find yourself at a link which is no longer in use, or provided an unexpected result.

If this error is preventing you from completing your application, or accessing your account, please contact our support team using the chat widget and they would be more than happy to help resolve your problem! Otherwise, you can disregard this error and continue with what you were working on.

Sorry, your loan offer has expired

At Fig, making lending work is our top priority, we want to make sure that we offer you the best loan possible for your situation. To do this, all loan offers have a 7-day window in which an application must be completed.

Why has my offer expired?

When you are pre-approved for a loan, it is based on a few factors, including your credit score which is subject to change. While your credit score typically only updates once per month, individual financial situations may cause your score to update sooner, and as a result, we may have a better, updated offer for you!

To resolve this issue, head back to your Borrowell account and simply complete the pre-qualification process again to see your updated loan offer.

You've already got a loan with us

When presented with this error message, the good news is that you are already a Fig borrower. While you can only hold one loan with us at a time, the amount borrowed cannot be increased until the original amount has been paid back. If you'd like to chat more about your specific situation, our support team would be happy to help out.

When you see this issue, it can be resolved by logging in to your Fig account to manage your current loan.

Something went wrong while connecting your bank account

Fig is an expert in offering loans that work best for our borrowers. To do so we employ the use of a secure bank linking partner called Flinks. Flinks allows you to provide your personal banking details to Fig in a secure way, by logging into your online banking directly Flinks validates and provides the required details to Fig for automated delivery and payments for your loan. 

When this issue appears, often it is as a result of a timeout when attempting the process to login to your online banking, or verifying the MFA information. 

If you find yourself in this situation, you can simply reattempt the linking process, and continue with your application. If the error persists, please contact our support team for further assistance.

Sorry, we aren't able to offer you a loan right now

While Fig will always attempt to offer you the perfect personalized loan offer, there are times when we will be unable to offer you a loan due to your specific situation. 

If you see this message and would like more information on why we are unable to offer you a loan at this time, please contact our support team for more information.

We're having trouble verifying your identity

Our secure identity verification partner Berbix was unable to verify your identity with full confidence, and we would love for you to try again!

There are a few reasons this might happen, including but not limited to: picture quality, glare, obstructions, poor lighting, or you may have accidentally declined the consent form for providing photos.

Identity and selfie verification is required as part of Fig's application and cannot be bypassed or manually processed, so if you see this message even after trying again please contact us so we can review the photos you provided and help further.

Sorry, we couldn't verify your identity

During your application, Fig will ask you to verify two elements of your identity, first by linking your bank account, and second by providing us with your photo ID. During these two processes we try and confirm as much information as we have about you, but sometimes we are unsuccessful. 

In this cases you will be asked to contact Fig support, where one of our expert customer experience specialists can help find out what might be the issue with your application, and how we can fix it! These cases can and will often be fixed, but cannot be fixed independently but we look forward to chatting with you!

We can’t proceed since you declined the terms and conditions

Our secure identity verification partner Berbix requires your consent to be able to collect images of your ID as well as selfies to validate that ID. To complete this process, you must agree to Berbix's individual terms and conditions, if not you will be unable to continue with your Fig application. 

If you change your mind, you can always restart this process by reviewing the terms and conditions again!

Incorrect Link

It looks like you found a link that doesn't go where we expected it to, you can navigate back to the last page that didn't show an error and carry on, if you keep seeing this issue, please contact us!