What to do when a Upstart account holder dies
Contact Upstart — 6-step process, 3 required documents, and upstart does not publish a fixed timeline. after you email the death certificate to servicing@upstart.com, upstart pauses scheduled payments and limits communications while it verifies the estate representative, then works directly with that representative on payoff and updates credit-bureau reporting. payoff amounts and account updates are handled through loan servicing once authority is confirmed.
Upstart Loan Servicing
Mailed loan payments: Upstart Loan Operations, PO Box 1503, San Carlos, CA 94070
Upstart Loan Servicing
Mailed loan payments: Upstart Loan Operations, PO Box 1503, San Carlos, CA 94070
When an account holder at Upstart dies, the executor contacts the Upstart Loan Servicing (Deceased Borrower) (1-855-451-6753) to report the death and request the balance as of the date of death. The balance is a claim against the estate: it is paid from estate assets, in the order the state sets, before anything reaches the heirs.
The claim process can be initiated by phone at 1-855-451-6753 or by sending documentation to servicing@upstart.com. Have the account holder's full name, account numbers, and a certified death certificate available when making initial contact.
Death claim process
Here is the step-by-step death claim process at Upstart:
Filing a claim
- A scanned copy of the death certificate, including the loan account number if known
- Your name, phone number, and role (executor, administrator, or personal representative)
- If an estate has been opened, the court appointment or docket information
Required Documents
- Scanned copy of the death certificate for the deceased borrower (include the loan account number if known)
- The estate representative's name, phone number, and role (executor, administrator, or personal representative)
- Court appointment or docket information, if an estate has been opened
What to know at this institution
An Upstart personal loan is an unsecured debt, not an asset, so it carries no payable-on-death or beneficiary designation. Upstart runs the deceased-borrower process by email and phone: the estate representative sends a scanned death certificate plus their name, phone, and role (and court appointment/docket information if an estate is open) to servicing@upstart.com, or calls 1-855-451-6753. Upstart then pauses scheduled payments, limits communications until it can speak with the verified estate representative, works with that representative on payoff, and updates its credit-bureau reporting. Because the loan is originated by a partner bank (Cross River Bank on Upstart's standard note) and serviced by Upstart Network — or, for some partners and some auto products, by the lending partner — the estate should confirm the current servicer from the borrower's statement before sending documents. A power of attorney is no longer valid once the borrower has died, so authority comes from the estate appointment. Upstart does not publish a dedicated deceased-borrower claim form, so the notification is a claimant-drafted written notice sent with the death certificate (user-drafted).
Prepare your letter of instruction to Upstart
Upstart accepts a claimant-drafted letter of instruction. We draft it for you — addressed to Upstart's verified claims department, with the documents it requires enclosed.
Build your letter of instructionHow long the process takes at Upstart: Upstart does not publish a fixed timeline. After you email the death certificate to servicing@upstart.com, Upstart pauses scheduled payments and limits communications while it verifies the estate representative, then works directly with that representative on payoff and updates credit-bureau reporting. Payoff amounts and account updates are handled through loan servicing once authority is confirmed. The most common reason for delays is missing or incomplete documentation, so submitting everything upfront is the best way to keep things moving.
Upstart requires Scanned copy of the death certificate for the deceased borrower (include the loan account number if known), The estate representative's name, phone number, and role (executor, administrator, or personal representative), and Court appointment or docket information, if an estate has been opened to process a death claim. Certified copies are typically needed—photocopies are generally not accepted for death certificates or court documents.
Frequently asked questions
An Upstart personal loan is an unsecured debt that does not disappear at death; it is settled by the estate. Notify Upstart by emailing a scanned death certificate, along with your name, phone number, and role, to servicing@upstart.com, or call 1-855-451-6753. Upstart pauses the borrower's scheduled payments, limits further communications until it can speak with a verified estate representative, and then works with that representative on the payoff of the remaining balance.
No. Upstart states that a personal loan is not forgiven or discharged at death and must be repaid from the money and property the borrower leaves behind. If the estate does not have enough assets to repay it and the loan is not a joint account, the balance typically goes unpaid rather than passing to heirs. Debts of someone who dies do not become the personal responsibility of heirs when the estate is insufficient.
Email a scanned copy of the death certificate to servicing@upstart.com, including the loan account number if you have it, along with your name, phone number, and role (executor, administrator, or personal representative). If an estate has been opened, include the court appointment or docket information. You can also call Upstart's deceased-account line at 1-855-451-6753. Upstart will pause scheduled payments and limit communications until it can confirm a verified estate representative.
Upstart asks for a scanned copy of the death certificate (with the loan account number if known) and the estate representative's name, phone number, and role. If an estate has been opened, provide the court appointment or docket information; Upstart will tell you if additional documents, such as court appointment papers, are needed to verify your authority to act for the estate.
An Upstart loan is a debt, not an asset, so there is no payable-on-death or beneficiary designation. If the loan was a joint account or had a co-borrower, that person generally remains responsible for the balance. Where the loan was in the deceased borrower's name alone, it is settled by the estate, and heirs are not personally responsible if the estate has insufficient assets.
No. Upstart states that a power of attorney is no longer valid once the borrower has passed away. Authority to act on the account comes from the estate appointment — for example, letters issued to an executor or administrator — not from a power of attorney that was in place before death. Upstart works directly with the verified estate representative once that authority is confirmed.
Upstart's Upstart Loan Servicing (Deceased Borrower) can be reached by phone at 1-855-451-6753 and email at servicing@upstart.com for questions throughout the claims process.
Sources
Data sourced from Upstart primary sources (4 pages reviewed). How we research.
Upstart Loan Servicing
Mailed loan payments: Upstart Loan Operations, PO Box 1503, San Carlos, CA 94070
Upstart Loan Servicing
Mailed loan payments: Upstart Loan Operations, PO Box 1503, San Carlos, CA 94070
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