| Doc. Number | Article Title | Effective Date | Version |
| FHC-XX | Consumer Portal FAQ | April 12, 2023 | 0.2 |
| Q | Which email address is set up as the Recipient in the email that generates when selecting Send a Transaction Query in the Upcoming Transactions tab? |
| A | It currently goes to the email address on the external company record. |
| Q | When the recipient replies, does the reply go to the client's consumer portal only and/or does it also go into the client's personal email? |
| A | It goes to the client's personal email. It does not go to the portal. Only notes with the "Customer Portal" type currently show up in the "Messages" section of the portal. We have plans to better handle this on the portal product roadmap, however, this is the existing functionality. |
| Q | What do the clients see on the top right-hand corner of their ForthPay portal to toggle back and forth between their ForthPay and their Debt portal? |
| A |
If you click on the "ForthPay Portal" option, you will see a warning dialog box confirming that you understand that you are leaving your Debt Relief Service Provider's Consumer Portal and are then entering a website not administered by them. Click "OK" to proceed. |
| Q | What are the password requirements for the client to set up / reset their account? Is there a minimum amount of numbers, a specific amount of lower / upper case letters, etc? |
| A |
Must be at least eight (8) characters. Must have at least one (1) uppercase letter. Must have at least one (1) of the following special characters !@#$%^&*(),.?":{}|<> Must have at least one (1) number. |
| Q | In the Actions section under Upcoming Transactions, is it possible to have a disclaimer that generates prior to the email template advising clients to call us instead of sending an email if they want to stop a transaction? |
| A | Unfortunately, no. We will retain this idea though and try to build it into the portal in the future. |
| Q | Recordings saved as ACH Authorization under the Document Library section are not available when you click View. However, a page with symbols is generated. Is it possible to have these recordings available? |
| A | We recommend audio recordings be classified as such with ACH Authorization in the description. The ACH Authorization doctype is generally reserved for PDFs/documents. The Portal APIs are not currently designed to pull audio files/telephony recordings. A suggestion to work around this limitation is if the user downloads instead of viewing the file. This way they can playback the recording. |
| Q | 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? |
| A | We are in the process of rolling out a portal configuration tool that we expect to launch shortly. This will add the ability to modify language and terminology across the portal. Let us revisit this item once that has launched and consider building into that. |
| Q | On the Home Page can the colors in each Graph be different to differentiate that each graph is for its own specific data? |
| A | Per the above, let's revisit once the portal configuration tool is live. It should be possible but we would like to add it on there to make sure it's flexible and to put control in your hands. |
| Q | When a Client Portal is inactivated, how can it be re-activated? |
| A |
Click on "Reset the password", which will then send the client an email to reset their password, which in turn will activate the portal again. |
Article Version History:
| Version | Effective Date | Description |
| Basic | 06/15/2021 | Initial Release |
| 0.1 | 06/30/2022 | Grammatical Review Only - Minor Changes |
| 0.2 | 04/12/2023 | Added header and version control footer; replaced company references where needed in language and screenshot. |