Resetting Consumer when Activation Not Received (Video)

Sometimes a Consumer may create an account and not click the activation link in the "Account Created" email. In this case the users email address is not considered verified and they will not be able to login. There are multiple possible reasons this could have happened including:

• The consumer may have deleted the email before clicking the link

• The email ended up in their spam folder

• The user typed the wrong email address

In order to allow the Consumer to use the site you can take the following steps from the Admin Portal: 

 1. Click on Web Users

1. Enter the users email or associate Account Number

2. Click Search Web Users

1. Verify the email provide is correct.

2. You will see a message that the consumer has NOT confirmed their email.

3. Scroll down to bottom of page to see the emails sent

1. Find the "Account Created" email that contains the activation link as shown in the screenshot 

2. Click on the link in the subject column of the grid to open the Email Body

1. Right click on the Activate My Account link

2. Select Open link in new tab,  you must open the link in a new tab due to the security of the site

Resetting the Consumers Password:

1. Go To Consumers option in your Admin Portal

1. Enter file number or email associated with account, Enter or Click Search.

2.Click on file number

1. Click on Reset Online Password

1. Enter email address that the reset needs to go to

2. Click Reset

You will see the message highlighted in green with the address the update is going to.

The consumer will receive a new email allowing them to set a new password. 

The email will confirm that they were able to receive emails even though the initial email was not verified.