Customer portal account management
How customers can manage their accounts and payments through your customer portal
As we explain in our overview and setup article, the customer portal simplifies the way borrowers manage their accounts, offering clear and immediate access to all important information. This article will explain how they log in and manage accounts and payments.
Login and navigation
Once you’ve created a customer in LMS and granted access to the portal, the borrower needs to go to your portal’s URL and enter their credentials.
Login and MFA options
LoanPro's customer portal provides an array of login options to fit different security and branding needs. The following login and Multi-Factor Authentication (MFA) options are available:
Username and password
Your borrowers can use standard username and password to log in to the portal. When using this method, the borrower uses their email address as their username and is assigned a password that can be reset. Borrowers can reset their password by clicking 'Forgot your password?' on the login screen.
SMS MFA
With this method, an SMS message is delivered to the borrower's provided phone number containing a time-based one-time password that expires. This method is generally more secure than a username and password.
Email MFA
With this method, an email is delivered to the borrower's email address containing a time-based one-time password. This method is generally more secure than a username and password.
Authenticator app
With this method, the borrower uses an authenticator app to generate a password. This method is generally more secure than a username and password.
How this method works
Authenticator apps use QR codes and time-based one-time passwords displayed on the borrower's mobile device to authenticate the borrower. LoanPro's customer portal allows borrowers to use any authenticator app of their choice, such as Google Authenticator, Microsoft Authenticator, Authy.
Keep in mind that this method requires borrowers to download and install an authenticator app on their device. Once their app is installed, the borrower logs in to the app (often via SSO with an existing Google or Microsoft account) and views temporary passcodes for their various logins.
Here's a step-by-step breakdown of how this process works with LoanPro's portal:
- The borrower opens the customer portal in their browser.
- The customer portal displays a QR code. The borrower scans this code to send a secret key from the portal to their device.
- The borrower opens their authenticator app of choice on their device. A temporary, six-digit passcode is shown in their authenticator app.
- The borrower types this code into the customer portal to log in.
Our team configures these login and MFA options for you. Reach out to your LoanPro representative to learn more.
Self-signup
New borrowers can also sign up for portal access on their own. To access the signup flow, navigate to {yoururl}.onlineaccess.io/#/signup. The borrower will enter their email address and a notification will be sent to the borrower with a password reset request.
Portal navigation
Once the borrower has logged in, they’ll see two tabs at the top of the page, Accounts and Payment Manager. Their name will be in the top right corner, and clicking it will let them log out or manage their email and password.
The Accounts page displays each account the borrower is linked to.
Each account displays basic information, like the account ID, current balance, next due date, and remaining payments. There are shortcuts to make payments, and they can click on a specific account to expand it and see more information.
Account-level portal access
Keep in mind that LoanPro allows you to set individual account access to the portal for each borrower. For example, if a borrower has multiple installment loan accounts, each loan account can be enabled or disabled from view when the borrower logs in to the portal. To control a borrower's access to specific accounts, navigate to the borrower's customer profile in LMS. Next, navigate to the Links and Access tab. To enable or disable access to an individual account, use the Web Access checkbox.
Logging payments
Borrowers can make payments through the customer portal. If they’re linked to multiple accounts, they can either make a payment for a specific account, or spread one large payment across several.
Single payments
Click the ‘Pay’ button for an individual account brings up a small payment window.
There, select the payment amount (such as the next due payment, past due amount, or a custom amount,) and the payment method. If you check the ‘Schedule Future Date’ box, you can enter a date down the line when the payment will draw money from the chosen payment method and apply it to the account. When everything looks correct, click ‘Continue’.
Bulk payments
From the main accounts page, click the black ‘Pay Multiple’ button in the top right. From there, you’ll see a list of all your accounts with checkboxes and amount fields next to each.
Check which accounts you’d like the payment to apply to, and then type in the amount for each. (The system won’t let you make a payment on an account that’s already paid in full.) On the right, you’ll see the Confirm Payment window, which lists the number of accounts included and the total amount you’ll be charged. Select the payment method you’ll use, mark that you’ve accepted the terms and conditions, and then click ‘Pay’.
Managing individual accounts
Once they click on a specific account, borrowers will see a more detailed view. Beneath their basic account information, there are several tabs. Installment loans and leases will see Summary, Transactions, Documents, and Collateral; lines of credit will see Transactions, Statements, and Documents.
Summary tab
The summary tab is only visible on installment loans and leases, as it shows charts and data relating to their principal balance and amortization schedule.
- The pie chart is a breakdown of what they’ve paid and their remaining balance. Hovering over any section gives further details. Beneath the chart, they’ll see a table listing important account information, like their interest rate, projected payoff date, and remaining number of payments.
- The line chart is a visualization of their amortization schedule, showing their principal balance gradually decreasing as the principal paid and interest paid increase. Beneath, they can click ‘See Breakdown’ to see a payment-by-payment analysis.
For credit card accounts, you can also view the status of the card.
The following statuses are available:
- Active
- Active – Reissued
- Active – Virtual Only
- Inactive
- Blocked
- Stolen
- Lost
- Expired
- Cancelled
- Frozen
- Pending Activation
- Pending Emboss
Transactions tab
The transaction tab shows previous payments on the account, but looks slightly different on installment accounts and line of credit accounts.
- On installment accounts, they’ll see a detailed breakdown of payments showing how each payment contributes to principal, interest, and fees.
- On line of credit accounts, they’ll see payments as well as swipes they’ve made.
Statements tab
On line of credit accounts, this tab lists their recent statements, and allows them to download a PDF copy.
Documents tab
Here, borrowers can view and manage documents on their account. Clicking the ‘New’ button lets them upload a new file with a straightforward drag-and-drop box.
Collateral tab
The collateral tab is only available on installment loans and leases (not lines of credit). It lets users view existing collateral items attached to their account.
Setting up AutoPays
Within an individual account, you can also set up AutoPays. Above the tabs, you’ll see a line showing the next upcoming payment. On right, there’s an option to set up an AutoPay.
They can either create a new AutoPay or toggle existing ones on and off. When they set up a new one, they have many of the same options an agent would have when setting them up, like selecting an amount, frequency, start date, and payment method.
Payments Manager
Alongside the Accounts tab at the top of the portal, the Payments Manager tab lets users view payment history and add new payment methods.
Payment history
The payment history page shows borrowers all the payments they’ve made on each account they’re linked to.
They can use filters to sort by account, time period, specific methods, payment type, and payment status.
Payment methods
The payment methods page lists the payment profiles the borrower has added, and gives them the option to add new ones.
Clicking ‘Add New’ will bring up an iframe connecting the portal to Adaptive Wallet, ensuring payment profile information is immediately and securely stored in a PCI-compliant location.
They can also click the three dots beside any unwanted payment profile to delete it.
Card visualization and activation
Within the portal, users can activate their new cards and see the 16 digit number and primary account number (PAN). Active cards will be displayed in the portal with the full number, and they will display the image that is on the actual card. Additionally, users can activate their card online. Within the portal, their inactive card will be displayed. To begin activating the card, the borrower will click ‘Activate Now’.
The next screen will open an iframe where the borrower will be prompted to enter their SSN. If the number matches the SSN within the system the card will be activated.
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