Accessing a Consumer Account

Agents can search for an account by Loan/Account Number or the consumer’s Name, Email, or Phone number. Use the Match Settings dropdown to select whether you want to search the input as an Exact Match, an account number or name that Starts With the input, or an account number or name that Contains the input. The Match Settings dropdown only displays for Loan/Account Number and Name searches (i.e., email and phone number searches must be exact matches).

After entering your search input click Search. The Agent Interface will take you to the Account page for the consumer.

To search for another account while on a consumer’s Account page complete one of the following actions:

• Click the New Search button,
• Go to the Agent Interface user account button and select New Lookup,
• Use the Ctrl+X keyboard shortcut.

Adding an Account

To add a new consumer to the Agent Interface, click the Add New Customer button.

If the Agent Interface can’t find the consumer’s account, the “Add New Customer” screen automatically displays.

Complete the following fields before clicking Add.

Viewing Account Details

The consumer’s Account Page contains a record of the account, which includes payment information, transaction history, message history and any current or past autopay schedules.

The Account Tab

The Account tab displays the consumer’s account information including contact data, preferred language, and the current and last payment amount.

Viewing the Most Recent Payment

To view the details of the most recent payment, click the blue arrow that displays next to the Last Payment field in the Payment Information section. The Payment Details page displays. From here you can print, email, or text the payment receipt to the consumer.

Click the Back button to return to the Account page.

Editing Customer Account Details

If the consumer needs to change any details about his/her account, click the Edit button on the Account tab to access the Edit Customer page.

From this page, the values in the Account Number, Customer Name, Customer Language, Amount, Payment Types, Customer Mobile Phone, and Customer Email fields can be changed to the new values. After revising the values in the applicable fields, click Update to return to the Account page. The Agent Interface will display a message indicating whether or not the changes were successfully recorded.

Removing Consumer Payment Methods

If the consumer wants to remove a payment method from his/her/their account that may have expired or was reported lost or stolen, simply click the blue arrow that displays next to the applicable payment method.

📘

Resetting Payment Method Attempts

To manage risk, PayNearMe restricts the number of times that consumers can attempt to add a payment method to their accounts and the number of active payment methods associated with their accounts. If the consumer is unable to add a new payment method, try removing one of the active payment methods saved to their account and instruct them to try again.

If removing an inactive payment method does not allow the consumer to add a new one, you can try resetting the count of payment method creation attempts from the consumer's Customer Information page in the Business Portal. This functionality requires Edit Account permissions and is outside the Agent Interface. For more information see Resetting Payment Method Attempts.

🚧

Payment Methods Associated with Schedules

Payment methods associated with active autopay schedules cannot be removed. You will first need to cancel the autopay schedule and then remove the payment method.

A message displays asking you to confirm the removal.

Click Confirm to remove the payment method. The Agent Interface returns to the consumer’s Account page and displays a message indicating whether or not the removal was successful. It also displays the removed payment method as Inactive in the Payment Accounts section.

Unblocking Payment Methods

Agents with manage_risk permissions can reactivate ACH payment methods that PayNearMe had previously blocked because of a return. Blocked ACH account can only be unblocked once for any return code except R02 - Bank Account Closed returns. To unblock a payment method, access the consumer's account and scroll to the Payment Accounts section.

Click the Unblock button. A message displays asking you to confirm that you want to unblock the payment method.

Click Confirm. The Agent Interface returns you to the consumer's account page and displays a message indicating whether or not the payment method was successfully unblocked. If successful, the payment method will display in the Payment Account section as active.

Transaction Tab

To view all the transactions associated with this account, click the Transactions tab. A Transaction History table displays.

To view the payment’s details, click the linked confirmation number that displays beneath the Details column header. The Payment Details page for that payment displays.

Click Back to return to the Account page.

The Messages Tab

To view a historical listing of all email and text messages that PayNearMe has sent to the consumer, click on the Messages tab. A Message History table displays.

The Message History table displays a list of when a message was created, its status, how the message was delivered and the type of message that was delivered. For a detailed explanation of what each delivery status means, see the Message Report topic.

The Schedules Tab

To view a list of all current and disabled autopay schedules, click the Schedules tab. A Recurring Autopay History table displays.

To view the details of a schedule, click the row on which it is listed in the table. The Recurring Autopay details page displays.

The details displayed above are for a disabled autopay schedule, so no actions can be performed. Click Back to return to the Account page.

Suspending Payments for an Account

Suspending an account prevents the consumer, agents, and autopay schedules from making further payments toward the balance of the account. To suspend an account, access the consumer’s Account page and complete the following steps:

1. Click the Suspend Payments button that displays at the bottom of the Account page.

   

2. A message displays asking you to confirm the suspension.

   

3. Click Confirm to approve the suspension. The Agent Interface returns you to the consumer’s Account page with a message indicating whether or not the suspension was successful.

   

👍

Reactivating Accounts

Accounts can be reactivated by Administrators in the PayNearMe Business Portal on the Customer Information page. Simply search for the consumer using his/her/their account number and click the Resume Payments link beneath the Actions section.