| Doc. Number | Article Title | Effective Date | Version |
| FHC-XX | Frequently Asked Questions | February 19, 2026 | Basic |
Software Basics FAQ
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What can I do if the Forth CRM is slower than normal?
- The first thing you can do is clear your browser cache. After this, clear your browser history.
- If this does not solve the problem, contact the FORTH Support Team, and provide as much detail as possible, including the following:
- What specific areas, functions, or features are slow?
- What actions are you performing when you experience slowness?
- Does this occur when using certain integrations?
- By answering the three questions above, you will be helping us determine the cause of the slowdown, and get you back to work faster.
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When I try to enroll a contact, why does the "Choose Base Plan" menu have no options to select from?
- This most likely indicates that the contact does not meet the criteria for any of your enrollment plans. The most common "qualifiers" for enrollment are Debt Amount, Debt to Income Ratio, and State (client location).
Software Admin Settings FAQ's
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I am the Super Admin of my CRM, why am I unable to view contacts assigned to other Users?
- Your "Shared User Data" is likely not enabled. Navigate to the Admin tab and click the arrow next to your User. Located at the bottom of your User settings is the Shared User Data section. Highlight "--Everyone--" or the User(s) whose contacts you would like to have access to, then at the top of the page click Save User. **Note: Hold down the keyboard "Ctrl" or "Shift" to select multiple Users.
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Why doesn't the Admin in my Affiliate Company have the ability to create Users with other roles?
- The Affiliate Company would only have access to create Users with Role(s) already available to Users in the company. To resolve the issue, you (the Parent Company Admin) will need to create the first User of that Role for them, they would then be able to create Users with that Role moving forward.
Consumer Portal FAQ's
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Which email address is set up as the Recipient in the email created when selecting Send a Transaction Query in the Upcoming Transactions tab?
- It currently goes to the email address on the externally assigned company's record. To override this, go to the "Email Settings" portion of the Customer Portal Settings and ensure the "Centralized Inbound Email Delivery" toggle switch is active and a new email address can be entered in the "Email Address" text field.
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When the recipient replies, does the reply go to the client's consumer portal only, or does it also go into the client's personal email?
- It goes to the client's personal email, not to the portal. Only notes with the "Customer Portal" type appear in the "Messages" section of the portal.
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What are the password requirements for the client to set up / reset their account? Is there a minimum amount of characters, a specific amount of lower / upper case letters, etc?
- Must be at least eight (8) characters.
- Must have at least one (1) uppercase letter.
- Must have at least one (1) number.
- Must have at least one (1) of the following special characters !@#$%^&*(),.?":{}|<>
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Recordings saved as ACH Authorization under the Document Library section are unavailable when you click View. However, a page with symbols is generated. Is it possible to have these recordings available?
- We recommend audio recordings be classified as such with ACH Authorization in the description. The Portal APIs can not currently pull audio files/telephony recordings. The ACH Authorization doc type is generally reserved for PDFs/documents. A suggested workaround is for the user to download the file, rather than viewing the file. This way they can play back the recording.
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On the Home Page, can the Account Overview title be renamed to Settlement Overview and add an actual Account Overview section that shows the program term and payments made towards the term?
- Our portal configuration tool provides the ability to modify language and terminology across the portal. Under "Terminology Settings", certain labels have been identified as being used across the portal for text, navigation and other interface controls. These labels (Balance, Transaction, Calendar Event, Original Creditor, Current Creditor, Deposits, Payments, Fees) can be labeled with a different name.
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When a Client Portal is inactivated, how can it be reactivated?
- Click on "Reset the password", which will send the client an email to reset their password, activating the portal once again.
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On the Home Page can the colors in each Graph be different to differentiate that each graph is for its own specific data?
- Not at this time, our portal configuration tool does provide the ability to change the Brand Color. This controls the color of all the main text users see when logged into the Portal.
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In the Actions section under Upcoming Transactions, is it possible to have a disclaimer that generates before the email template advising clients to call us instead of sending an email if they want to stop a transaction?
- Unfortunately, no. We will retain this idea though and try to build it into the portal in the future.
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What do the clients see on the top of their ForthPay portal to toggle back and forth between their ForthPay and their Debt portal?
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When changing from the portal you are currently viewing (Debt Free Portal in the example above), if you click the "ForthPay Portal" option you will see a warning confirming that you are leaving your Debt Relief Service Provider's Consumer Portal and are entering a website not administered by them. Click "OK" to proceed.
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Article Version History:
| Version | Effective Date | Description |
| Basic | 01/25/2018 | Initial Release |
| 0.1 | 02/20/2023 | Added header and version control footer; |
| 0.2 | 02/19/2024 | Minor Formatting Tweak; no subject matter update was made. |
| 0.3 | 02/17/2025 | Grammatical review only; no subject matter update was made. |
| 0.4 | 02/18/2026 | Reviewed for accuracy; no subject matter update was made. |
Merged with FAQ - Software Admin Settings and Consumer Portal FAQ's, and deprecated those articles. Updated title to reflect new article. | ||
| Basic | 02/19/2026 | New Version Control due to merge and re-purpose. |