Customer Self-Service Reset Borrower Profile Email Sent But Not Received

Customer Self-Service Reset Borrower Profile Email Sent But Not Received

When you use Customer Self-Service > Reset Borrower Profile web page and click Reset Profile or Reset Password, the reset email is not received by the borrower.

Workaround:

The issue addressed in this article was resolved in Fusion Servicing Director version 20.2.

For previous versions:

Have the borrower confirm the email was not overlooked in their email inbox by searching for email messages from your Servicing Director Originating E-Mail Address defined by your administrator in the Servicing Director Company setup. The message will have the subject line: " Password Reset Request". Next, have the borrower check their email junk mail folder for the email. 

If the email message is not found, it is possible for an issue in Customer Self-Service to have sent the email to another borrower email address on the loan.

ArticleNumber:

000071185