Customer Self-Service Reset Borrower Security Sends Email to the Wrong Email Address

Your borrowers have an online web account and one borrower has contacted you because they forgot their password. For verification purposes, in order to reset it, the Customer Self-Service Reset Borrower Security sends an email. You see no error message and the Reset Borrower Security screen shows that the email was successfully sent, displaying the message "...link has been sent to the email @domain.com>; however, the email has been sent to the wrong email address. Since the borrower does not receive the email, they cannot perform the reset and the borrower continues to be unable to log into Customer Self-Service.

This can occur when a borrower has multiple email addresses in the system or when there are multiple borrowers on one loan.

Workaround:

Confirm with the borrower the correct email address to be used to reset their password.
Review the Borrower screen for the borrower on all of their loans searching for the wrong email address that was used on the Reset Borrower Security screen.
Edit the wrong email address to be the correct email address confirmed by the borrower.
Use the Reset Borrower Security page to send a new reset email.

ArticleNumber:

000071119

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