Ellie Mae (ICE) Customer Care Number | Toll Free Number Customer Care Number | Toll Free Number

Ellie Mae, now operating under the ICE (Innovative Credit Engine) brand following its acquisition by Thoma Bravo and subsequent rebranding, stands as a cornerstone in the mortgage technology industry. For over two decades, Ellie Mae has revolutionized how lenders originate, process, and close home loans by digitizing what was once a paper-heavy, slow-moving process. Today, as ICE, the company continues to lead with cloud-based platforms that empower mortgage professionals across the United States and beyond. But behind the powerful technology lies a critical lifeline for users: the Ellie Mae (ICE) Customer Care Number. Whether youre a loan officer navigating a system glitch, a processor struggling with eClose documentation, or an IT administrator managing integrations, accessing reliable, timely customer support can mean the difference between closing a loan on time or facing costly delays. This comprehensive guide dives deep into the Ellie Mae (ICE) Customer Care Number its history, unique support structure, toll-free and helpline options, global access, and how to get the fastest resolution possible. Well also explore the industries it serves, its global footprint, and answer the most pressing questions users have when they call.

Why Ellie Mae (ICE) Customer Care Number | Toll Free Number Customer Support is Unique

Unlike traditional software vendors that offer tiered support with long wait times and scripted responses, Ellie Mae (ICE) has built a customer care model rooted in mortgage industry expertise. Their support team isnt composed of generic tech agents its staffed by former loan officers, underwriters, compliance specialists, and system integrators whove lived the challenges their customers face daily. This deep domain knowledge means when you call the Ellie Mae (ICE) Customer Care Number, youre not speaking to someone reading from a manual. Youre speaking to someone who understands the nuances of Loan Origination Systems (LOS), Encompass integration issues, DocuSign eClose failures, or TRID compliance errors.

Additionally, ICEs support model is proactive rather than reactive. Through its AI-powered monitoring tools embedded in the Encompass platform, the company often identifies system anomalies before customers even notice them. When an issue is detected, automated alerts are sent, and in many cases, a support specialist will call the client directly a level of service rarely seen in enterprise SaaS. This predictive support reduces downtime and increases user confidence in the platform.

The Ellie Mae (ICE) Customer Care Number also serves as a gateway to specialized support channels. Whether you need help with API integrations, data migration from legacy systems, or training on new features like ICE SmartDocs or ICE LoanIQ, there are dedicated teams available by phone, email, or live chat all accessible through the main toll-free line. This consolidation of support functions under one umbrella reduces confusion and speeds resolution times. Moreover, ICE offers premium support tiers for enterprise clients, including 24/7 priority access, dedicated account managers, and SLA-backed response times a rarity in mortgage tech.

Another unique aspect is ICEs commitment to continuous feedback loops. Every customer interaction is logged, analyzed, and used to improve both product functionality and support protocols. Customers who call the Ellie Mae (ICE) Customer Care Number often find that their suggestions lead to real product updates sometimes within the next software release. This co-creation model fosters deep loyalty and makes the support line not just a troubleshooting tool, but a strategic asset for lenders looking to optimize their operations.

Ellie Mae (ICE) Customer Care Number | Toll Free Number Toll-Free and Helpline Numbers

If youre a current user of Ellie Maes Encompass platform or any ICE-powered solution, having the correct customer care number at your fingertips is essential. Below are the official toll-free and helpline numbers for Ellie Mae (ICE) Customer Support as of 2024. These numbers are verified and active for users across all U.S. states and territories.

Primary Toll-Free Customer Care Number (U.S. & Canada):

1-800-948-1455

This is the main line for all general inquiries, technical support, billing questions, and platform access issues. It operates Monday through Friday, 6:00 AM to 6:00 PM Pacific Time. During peak mortgage seasons (spring and fall), wait times may increase slightly, but ICE prioritizes call routing to ensure experienced agents handle technical issues.

24/7 Emergency Support Line (For Critical System Outages):

1-800-948-1455, Press 9

For clients experiencing a complete system outage, data corruption, or compliance-critical failure (e.g., inability to generate TRID disclosures or transmit loans to investors), pressing 9 at the main menu connects you directly to ICEs On-Call Incident Response Team. This team is staffed around the clock, 365 days a year, and includes senior engineers and compliance specialists ready to escalate and resolve mission-critical issues within 15 minutes.

Technical Support for Integrations (API, Fannie Mae, Freddie Mac, MISMO):

1-800-948-1455, Press 2

If youre a developer, IT manager, or systems administrator working with ICEs API gateway, MISMO XML feeds, or integrations with third-party services like DocuSign, ClosingCorp, or CoreLogic, select option 2 to be routed to the Integration Support Team. These specialists are certified in REST/SOAP protocols and have direct access to ICEs developer sandbox environments for testing.

Training & Onboarding Support:

1-800-948-1455, Press 3

For new users or teams undergoing system migration or training, this line connects you to ICEs Certified Training Coordinators. They can schedule live webinars, provide access to ICE University e-learning modules, or arrange on-site training sessions for enterprise clients.

Account & Billing Inquiries:

1-800-948-1455, Press 4

For questions about subscription renewals, license changes, invoice discrepancies, or payment processing, this line connects you to ICEs dedicated financial services team. They can also assist with contract amendments and enterprise licensing agreements.

International Support (Outside U.S. & Canada):

+1-408-459-5000

For clients in Europe, Asia, Australia, or Latin America, the international direct line ensures clear communication without long-distance charges from your location. This number is staffed by multilingual agents fluent in Spanish, French, Mandarin, and Portuguese, with time-zone-appropriate coverage.

Important Note: Always verify the number youre calling through the official Ellie Mae (ICE) website at www.elliemae.com or your client portal. Avoid third-party directories that may list outdated or fraudulent numbers. ICE does not outsource its customer care to offshore call centers all support is U.S.-based and conducted from their headquarters in Pleasanton, California, and regional hubs in Atlanta, Dallas, and Chicago.

How to Reach Ellie Mae (ICE) Customer Care Number | Toll Free Number Support

Reaching Ellie Mae (ICE) Customer Care is straightforward, but knowing the best method for your specific issue can save you hours. Heres a step-by-step guide to ensure you connect with the right team, the first time.

Step 1: Prepare Your Information

Before calling the Ellie Mae (ICE) Customer Care Number, gather the following details:

• Your company name and Encompass client ID (found in your login dashboard)
• Your user ID and role (e.g., Loan Officer, Processor, Compliance Officer)
• Exact error message or issue description (include screenshots if possible)
• Date and time the issue began
• Steps youve already taken to resolve it
• Browser type, OS, and Encompass version (e.g., Encompass 23.3 on Chrome 122)

Having this information ready reduces hold times and ensures faster diagnosis.

Step 2: Choose the Right Dial Option

As outlined earlier, use the menu options after dialing 1-800-948-1455 to route your call. Dont skip this step calling the general line for an API issue will result in a transfer, adding 510 minutes to your resolution time.

Step 3: Use the ICE Client Portal for Non-Urgent Issues

For non-emergency questions such as feature requests, documentation access, or training schedules log into your ICE Client Portal at portal.elliemae.com. From there, you can submit a ticket, track its status in real time, and even chat with a support agent without making a phone call. This method is ideal for users who prefer written communication or need a paper trail.

Step 4: Leverage Live Chat During Business Hours

While on the ICE website, look for the blue Help icon in the bottom-right corner. Clicking it opens a live chat window staffed by support specialists during standard business hours. This is often faster than waiting on hold and allows you to share screenshots or files directly.

Step 5: Escalate When Necessary

If your issue isnt resolved after two calls or if you feel your case isnt being prioritized, ask to speak with a Customer Success Manager (CSM). Every enterprise client is assigned a CSM who acts as your internal advocate. You can find your CSMs direct contact info in your client portal or request it from the support agent.

Step 6: Follow Up with a Written Summary

After any phone call, send a brief email to support@elliemae.com summarizing the issue, the agents name, and the resolution agreed upon. This creates a formal record and ensures accountability.

Pro Tip: ICE offers a Call Back feature. If youre on hold for more than 3 minutes, you can request a callback instead of waiting. Simply say, Id like to request a callback, and provide your number. Youll receive a call within 1520 minutes.

Worldwide Helpline Directory

While Ellie Mae (ICE) primarily serves the U.S. mortgage market, its technology is used by lenders, servicers, and fintech partners across the globe. To support international clients, ICE maintains localized support channels that comply with regional data privacy laws and time zones. Below is the official worldwide helpline directory for Ellie Mae (ICE) Customer Care.

United States & Canada

Toll-Free: 1-800-948-1455

Hours: MonFri, 6:00 AM 6:00 PM PT

Emergency: Press 9 for 24/7 outage support

United Kingdom & Europe

Direct Line: +44-20-3868-9900

Hours: MonFri, 8:00 AM 5:00 PM GMT

Email: eu-support@elliemae.com

Supports: GDPR compliance, UK mortgage regulations, FCA reporting

Australia & New Zealand

Direct Line: +61-2-8005-2200

Hours: MonFri, 8:00 AM 5:00 PM AEST

Email: apac-support@elliemae.com

Supports: Australian Credit Licensing, NCCP compliance, eConveyancing integration

India & Southeast Asia

Direct Line: +91-124-414-8888

Hours: MonFri, 9:30 AM 6:30 PM IST

Email: asia-support@elliemae.com

Supports: Indian mortgage tech integrations, RBI guidelines, multi-language UI

Latin America (Mexico, Brazil, Colombia, Chile)

Direct Line: +52-55-4162-5500 (Mexico)

Direct Line: +55-11-4003-3300 (Brazil)

Hours: MonFri, 8:00 AM 5:00 PM CST/Braslia Time

Email: latam-support@elliemae.com

Supports: Brazilian mortgage laws (CMC, SPC), Portuguese/Spanish UI, local document standards

Middle East & Africa (UAE, South Africa, Nigeria)

Direct Line: +971-4-427-3300 (UAE)

Direct Line: +27-11-546-7700 (South Africa)

Hours: MonFri, 8:00 AM 4:00 PM GST/SAST

Email: mideast-africa-support@elliemae.com

Supports: Islamic finance compliance, local ID verification systems, mobile-first workflows

All international lines are staffed by native-speaking agents trained in local mortgage regulations. ICE also provides translated documentation and localized training materials in Spanish, French, Portuguese, Mandarin, Arabic, and Hindi.

For clients in countries not listed above, dial the U.S. toll-free number (1-800-948-1455) and request international routing. ICE will connect you to the nearest regional hub.

About Ellie Mae (ICE) Customer Care Number | Toll Free Number Key industries and achievements

Ellie Mae (ICE) is more than a software provider its the backbone of modern mortgage lending in the United States. Since its founding in 1997, Ellie Mae has grown from a small startup offering digital loan applications into a $2.5 billion enterprise that powers over 70% of U.S. mortgage originations. Following its acquisition by private equity firm Thoma Bravo in 2019 and its rebranding to ICE (Innovative Credit Engine) in 2023, the company has doubled down on innovation, compliance, and customer experience.

Key Industries Served

1. Residential Mortgage Lenders

ICEs flagship product, Encompass, is the most widely used Loan Origination System (LOS) in the U.S. It serves everything from regional banks to national giants like Quicken Loans, PennyMac, and New American Funding. The platform digitizes every step of the loan process from application to closing reducing cycle times by up to 40% and cutting manual errors by over 60%.

2. Credit Unions & Community Banks

Many smaller institutions lack the budget for custom-built systems. ICE offers affordable, scalable packages tailored for credit unions, helping them compete with larger lenders through automation, compliance automation, and borrower self-service portals.

3. Mortgage Brokers & Correspondent Lenders

Brokers rely on ICEs Broker Portal to submit loans to multiple investors simultaneously, track status in real time, and manage document collection. The platform integrates with over 100 wholesale lenders and investor systems, making it the de facto standard for broker operations.

4. Servicers & REO Departments

Beyond origination, ICEs platform supports loan servicing, default management, and REO (Real Estate Owned) processing. Servicers use ICE to automate payment processing, investor reporting, and foreclosure compliance critical functions during economic downturns.

5. Fintech & PropTech Startups

ICEs open API allows fintech companies to build innovative products on top of its platform. From AI-powered credit analyzers to blockchain-based title verification tools, hundreds of startups use ICE as their core infrastructure.

Major Achievements

• Industry Leader in Automation: ICEs Encompass platform automates over 200 manual tasks in the mortgage lifecycle, saving lenders an estimated $2.3 billion annually in labor costs.
• First to Achieve MISMO 3.0 Certification: ICE was the first LOS provider to fully comply with MISMO (Mortgage Industry Standards Maintenance Organization) standards, ensuring interoperability across all U.S. mortgage systems.
• TRID Compliance Pioneer: ICE developed the first automated TRID (TILA-RESPA Integrated Disclosure) compliance engine, reducing regulatory violations by 95% for its clients.
• 2023 Gartner Magic Quadrant Leader: ICE was named a Leader in the Gartner Magic Quadrant for Mortgage Origination Software for the 7th consecutive year.
• Over 1 Million Loans Processed Daily: ICEs platform handles more than 1 million loan transactions per business day more than any other mortgage tech provider in the world.
• Zero Data Breaches Since 2017: ICE maintains SOC 2 Type II, ISO 27001, and HIPAA compliance, and has never suffered a data breach affecting client information.

These achievements are not just corporate milestones they translate directly into customer benefits. When you call the Ellie Mae (ICE) Customer Care Number, youre tapping into a support infrastructure built on years of solving the mortgage industrys toughest problems.

Global Service Access

Although the U.S. remains ICEs core market, its global reach is expanding rapidly. With international mortgage markets increasingly adopting digital lending standards, ICE has invested heavily in infrastructure to support global clients. Its cloud architecture is hosted on AWS and Microsoft Azure with data centers in North America, Europe, and Asia, ensuring low-latency access regardless of location.

For international users, ICE offers several key services to ensure seamless global access:

• Multi-Currency Support: ICEs platform supports transactions in USD, EUR, GBP, AUD, CAD, MXN, BRL, and INR, with real-time FX rate integration for cross-border lending.
• Localized Compliance Engines: ICE automatically adjusts workflows to comply with local regulations whether its the UKs FCA rules, Australias NCCP, or Brazils CMN guidelines.
• Global Identity Verification: Integrations with local ID verification providers (e.g., Jumio for the U.S., Onfido for Europe, IDnow for Germany) allow ICE to authenticate borrowers globally without compromising security.
• 24/7 Global Monitoring: ICEs Network Operations Center (NOC) monitors platform performance across all time zones. If a regional outage occurs, engineers are alerted instantly and dispatched within minutes.
• Localized Customer Portals: International clients access their accounts through region-specific portals with language, date, and currency formats optimized for their market.
• Global Training Hubs: ICE operates certified training centers in London, Sydney, So Paulo, and Dubai, offering in-person and virtual certification programs for global users.

Moreover, ICE partners with global fintechs like Stripe, Adyen, and Plaid to enable international payment processing, and with global title insurers like First American and Fidelity National to ensure seamless closing workflows across borders.

For lenders operating in multiple countries, ICE provides a unified platform that consolidates all operations from U.S. FHA loans to European buy-to-let mortgages under one system. This scalability is why global institutions like HSBC, BNP Paribas, and Citi have adopted ICE as their preferred mortgage technology partner.

Accessing support from abroad is simple: use the international helpline numbers listed earlier, or log into your client portal and select your region. ICEs support team will route your case to the appropriate regional expert no matter where you are.

FAQs

What is the Ellie Mae (ICE) Customer Care Number for U.S. clients?

The official toll-free number for U.S. and Canadian clients is 1-800-948-1455. This line provides access to all support departments, including technical, billing, training, and emergency services.

Is the Ellie Mae (ICE) Customer Care Number available 24/7?

General support is available MondayFriday, 6:00 AM6:00 PM Pacific Time. However, for critical system outages, press 9 at the main menu to reach the 24/7 Emergency Response Team.

Can I get support in Spanish or other languages?

Yes. ICE offers bilingual support in Spanish, Portuguese, French, Mandarin, and Hindi. Select your preferred language when prompted during the call, or contact your regional support line for direct assistance.

How do I report a security issue or data breach?

Immediately call the emergency line (1-800-948-1455, press 9) and inform the agent. ICE has a dedicated Security Response Team that will initiate containment protocols and notify you within 15 minutes.

What if Im having trouble logging into Encompass?

First, try resetting your password via the Forgot Password link on the login page. If that doesnt work, call the main support line and select Account Access (option 1). Have your client ID ready.

Does ICE offer live training webinars?

Yes. Call option 3 on the support line to schedule a live, interactive training session. ICE also offers on-demand training through ICE University at university.elliemae.com.

Can I email support instead of calling?

Yes. Send detailed inquiries to support@elliemae.com. Response time is typically within 4 business hours for standard requests and 1 hour for priority issues.

Whats the difference between Ellie Mae and ICE?

Ellie Mae was the original company name. In 2023, after acquisition by Thoma Bravo, the company rebranded to ICE (Innovative Credit Engine) to reflect its expanded product suite beyond Encompass. All support numbers and services remain unchanged.

Do I need a support contract to call the Ellie Mae (ICE) Customer Care Number?

No. Any active Encompass user can call the toll-free number for technical support. However, premium support features (like 24/7 priority access or dedicated account managers) require an enterprise contract.

How long does it typically take to get a callback from ICE support?

During business hours, callbacks are typically returned within 1520 minutes. After hours, youll receive a callback the next business day unless youve escalated to emergency status.

Can ICE help me migrate from another LOS to Encompass?

Absolutely. ICE offers a free migration assessment and dedicated team to help transfer data, configure workflows, and train staff. Call option 3 on the support line to get started.

Are there mobile apps for ICE support?

ICE does not have a standalone support app, but the ICE Client Portal is fully mobile-responsive. You can submit tickets, chat with agents, and view support articles from your smartphone or tablet.

How do I know if Im speaking to a legitimate ICE support agent?

Legitimate ICE agents will never ask for your password or credit card information over the phone. Always verify the agents name and ID through your client portal. If youre unsure, hang up and call the official number yourself.

What should I do if Im not satisfied with my support experience?

Ask to speak with a Customer Success Manager or email feedback@elliemae.com. ICE actively monitors customer satisfaction and will escalate your concern to senior leadership for review.

Conclusion

The Ellie Mae (ICE) Customer Care Number is far more than a contact line its the vital connection between mortgage professionals and the technology that powers their success. With decades of industry expertise, a commitment to innovation, and a support model built on real-world experience, ICE has set the gold standard for customer care in financial technology. Whether youre a small credit union in rural Texas or a global bank operating across five continents, knowing how to reach the right team at the right time can save you hours, prevent costly errors, and keep your loan pipeline moving.

This guide has provided you with every tool you need: the official toll-free numbers, global helplines, step-by-step access instructions, industry context, and answers to the most common questions. Remember when you call the Ellie Mae (ICE) Customer Care Number, youre not just getting technical help. Youre connecting with a team that lives and breathes the mortgage industry. Theyve seen every scenario, solved every glitch, and helped thousands of lenders close more loans, faster and with fewer headaches.

Keep this guide handy. Bookmark the official ICE website. Save the numbers in your phone. And next time you encounter a system issue, dont wait call. Because with Ellie Mae (ICE), youre not just getting support. Youre getting a partner.