Customer Portal troubleshooting
Use this guide to quickly help borrowers resolve common login issues and access their accounts via the Customer Portal.
Guiding questions
If a borrower is unable to access the Customer Portal for any reason, asking the following questions will guide what actions you take with the customer.
- Is the borrower using the correct URL?
- Has the borrower logged in to the old or new portal before?
- Was the sign-up process completed?
- Is there more than one borrower with the same email/username?
- Does the borrower’s username exactly match the email connected to their account?
- Did the borrower check their spam/junk folders?
Routing guide: account access
Use this routing guide to direct a borrower to the correct recommended action based on their specific situation.
| Customer Status | Account Condition | Recommended Action |
|---|---|---|
| Multiple borrowers | Multiple borrowers share the same email/username | Either merge the accounts—if they belong to the same borrower—or update the emails so each borrower has a unique one. |
| Used old Customer Portal | Knows username and password | Log in to the new Customer Portal using existing credentials. |
| Used old Customer Portal | Forgot password or never logged into new Customer Portal | Complete the new Customer Portal sign-up flow. |
| Never used old Customer Portal | Completed new Customer Portal sign-up flow | Verify the borrower's username matches the email connected to their account. (*If first-time login still fails, LoanPro’s Support Team can set the borrower’s password.) |
| Never used old or new Customer Portal | Has not completed new Customer Portal sign-up flow | Navigate to the sign-up page to set up an account. (Complete the email verification and choose a password.) |
*You can request the LoanPro Support Team’s assistance via a support ticket to set the borrower’s password in the case of a first-time log in. Be aware that the LoanPro team can ONLY set the password.
Potential login issues
When a borrower has completed the Customer Portal sign-up flow or successfully reset their password but is still unable to access the Customer Portal, it’s usually due to an issue outside of LoanPro’s control. Use these straightforward solutions to help your borrowers gain access to their accounts.
1. Password Reset Button is 'Greyed Out' or Unclickable
Legacy email platforms sometimes strip out the modern CSS needed for content to appear as intended. That can cause text to show improperly and HTML links to break.
What to do:
- Confirm the link was clicked within one hour. After an hour, the link is disabled.
- Instruct the borrower to open the password reset email in a modern web browser (e.g., Chrome, Safari, or Edge) or view the email in plain text format.
LoanPro is currently developing email templates that include inline HTML fallback styling to ensure legacy email clients can consistently access the Customer Portal in the future.
2. Password Reset Worked but the Borrower Cannot Log In
When a borrower successfully resets their password but still cannot log in to the Customer Portal, it’s often because of browser caching issues, autofill errors, or navigating to the wrong page after resetting their password.
What to do:
- Confirm the borrower is on the Customer Portal login page—not the sign-up page.
- Have the borrower clear their browser cache and disable password autofill because browsers sometimes insert outdated passwords.
- Instruct the borrower to enter their login credentials manually.
3. Multi-Factor Authentication Blocks Login
Borrowers often lose access to their multi-factor authentication (MFA) device after changing phone numbers or forgetting their MFA login information.
What to do:
- Contact the LoanPro Support Team through a support ticket to reset the borrower’s MFA profile in the admin console. After that, have the borrower log in. They will then be prompted to register their device again to enable MFA.
Escalation procedure
If you have completed all of the above troubleshooting procedures and a borrower is still unable to access their account via the Customer Portal, please follow the steps needed to open a support ticket. To open a support ticket, you will need:
- Borrower’s account ID
- Borrower’s email address
- Exact timestamp of the borrower’s password reset request
The LoanPro Support Team will then work to verify whether the borrower’s email was generated, bounced, or suppressed by the mail gateway.