When you're waiting on an answer about your loan — whether it's about your application status, a payment date, or something you don't quite understand in your agreement — the last thing you want is to be bounced between departments or left on hold.
We hear that frustration a lot from people who've dealt with other lenders. So we thought it would be useful to pull back the curtain and explain exactly how our support team works, and what you can expect when you reach out.
We're a small team — on purpose
Ace of Loans doesn't operate a massive call centre. Our support team is intentionally small, which means the person who picks up your call or responds to your email is someone who actually knows the product inside and out. There's no script-reading, no transferring you to a "specialist" who asks you to repeat everything.
Every member of our team is trained to handle the full range of questions — from "Where's my money?" to "Can you walk me through my agreement line by line?" We don't believe in tiered support. If you have a question, the first person you talk to should be able to answer it.
How to reach us
You have three ways to get in touch:
- Phone: Call us at 1-888-653-3369, Monday to Friday, 9am–5pm EST
- Email: Send a message to info@aceofloans.com — we typically reply within a few hours during business days
- Contact form: Use the contact page on our website to send a message directly
We don't currently offer live chat, but that's something we're actively exploring. For now, phone remains the fastest way to get a real-time answer.
What we can help with
Here are some of the most common things people reach out about:
- Application status updates
- Questions about repayment schedules or payment amounts
- Understanding the terms of a loan agreement
- Requesting a payment date adjustment
- General questions about how the process works
If you're unsure whether something is worth asking about — ask anyway. We'd rather answer a question early than have a misunderstanding turn into a bigger issue later.
Our approach to difficult situations
We understand that borrowing money can be stressful, and that life doesn't always go according to plan. If you're having trouble making a payment, the worst thing you can do is avoid us. The best thing you can do is call.
We're not here to pressure you or make you feel bad. We're here to figure out the best path forward — together. In many cases, a simple conversation can resolve what feels like an overwhelming problem.
The bottom line
Our support team exists for one reason: to make sure you never feel lost or confused about your loan. Whether you're a first-time borrower or someone who's been with us before, you deserve clear, honest answers — and that's exactly what we aim to provide.
Have a question right now? Reach out anytime. And if you're still exploring whether a loan is right for you, check out our guide on 5 signs it might be time to consider a short-term loan.
