Member/Customer FAQs

This page covers some of the most common questions that applicants and members have when using the Ascent Platform.

What is Ascent?

Ascent is a secure online platform that helps your credit union or bank collect information, documents, and applications from you in a fast and simple way. It replaces paper forms and email exchanges with a smoother digital experience.

Do I need an account to apply?

No. You can begin filling out most application forms without creating an account. However, registering for an Ascent account lets you return to an incomplete application, track its progress, respond to requests, and manage your information more easily.

What happens after I submit an application?

Your financial institution will review your submission and decide what happens next. If they need anything else from you, you may receive a request through the Ascent portal. You’ll also be notified by email or SMS when a decision has been made.

I received a request. What should I do?

Log into the Member Portal and look for any outstanding requests on your dashboard. Click the request to see what’s needed and follow the instructions to respond. This may involve uploading a document, answering a question, or confirming a piece of information.

How do I upload documents?

You can upload documents through the application process or when responding to a request. Just drag the file into the upload area or select it from your device. Common formats like PDF, JPG, and DOCX are supported.

Can I save my progress and come back later?

Yes. If you’re registered and signed in, your progress is automatically saved as you go. You can return to any in-progress application at any time by logging into the Member Portal.

Will I get updates on my application?

Yes. If you create an account, you’ll be notified when your application is submitted, if a decision is made, or if your financial institution requests anything further. Updates may also be sent by email or text, depending on your preferences.

What are the protection products I saw during the application?

Some financial institutions offer optional insurance or loan protection products. If you choose to express interest, this does not enroll you automatically. You may be contacted by your institution or the insurance provider to learn more and decide if you’d like to proceed.

Is my information safe?

Yes. Ascent uses secure, encrypted technology to protect your personal and financial information. Only your financial institution can see your data, and we do not sell or share it with third parties.

I’m having trouble logging in. What can I do?

First, make sure you’re using the correct email address and password. If needed, use the "Forgot Password" link to reset your credentials. If the problem continues, contact your financial institution directly for assistance.

I’m getting an error when I upload a file. What should I do?

Make sure your file is a supported type and is not too large. If it still doesn’t work, try using a different browser or device. If the issue persists, reach out to your financial institution for help.

Can I apply on my phone or tablet?

Yes. Ascent is designed to work well on most devices, including phones and tablets. If you have difficulty with a small screen, try using a larger device or switch to a desktop computer.

Who do I contact if I need help?

If you need help with your application or account, contact your financial institution directly. Ascent is the technology provider, but your bank or credit union handles all questions about your products or services.