| Doc. Number | Article Title | Effective Date | Version |
| FHC-XX | Consumer Portal FAQ | April 25, 2025 | 0.4 |
| Q | Which email address is set up as the Recipient in the email created 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, or does it also go into the client's personal email? |
| A | 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. |
| Q | What do the clients see on the top of their ForthPay portal to toggle back and forth between their ForthPay and their Debt portal? |
| A |
When changing from the portal you are currently viewing (Debt Free Portal in the example shown 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. |
| Q | 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? |
| A |
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 !@#$%^&*(),.?":{}|<> |
| Q | 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? |
| 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 unavailable 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 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. |
| 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 will shortly be rolling out a portal configuration tool. 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, we will revisit once the portal configuration tool is live. It should be possible but we would like to add it there to ensure it's flexible and to put control in your hands. |
| Q | When a Client Portal is inactivated, how can it be reactivated? |
| A |
Click on "Reset the password", which will send the client an email to reset their password, activating the portal once 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 as needed in language and screenshot. |
| 0.3 | 04/11/2024 | Minor grammatical updates and refreshed the existing screenshots to improve the flow of the answers listed. |
| 0.4 | 04/25/2025 | Minor grammatical updates |