Not receiving self-enrollment email

When a customer attempts self-enrollment on the Customer Portal they may not receive the registration email in some cases.

To help get them access to the Portal, confirm whether their email address is already connected to a user for the given borrower-facing site.

If yes, they are already a user and cannot use self-registration to gain access. Use the Reset Password link on their user card in Administration - User Management to have an email sent to allow them to set a password and get access.

If no, direct them to attempt self-enrollment again OR manually set them up as an End User in Administration - User Management

Note, if the person attempting self-enrollment successfully answers all validation questions (Email, Contract Number, Billing Postal Code), but the email address is already in-use for that site, they will receive a message during self-enrollment that they already have a user account. At that point, they can use the Back to Login button to return to the login page and either attempt login or use the Forgot Password? link to begin the password reset process.

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