Servicing Director Customer Self-Service Error: "Your Username or Password was not correct..."

Servicing Director Customer Self-Service Error: "Your Username or Password was not correct..."

Your Username or Password was not correct. You may also be seeing this message if your Username has been locked out.


Root Cause:

The username or password is not correct, or the login might be locked.

One, two or all three of these conditions will cause this error.

Workaround:

Overview
First, confirm the username is correct.
Next, if the username is correct, then check if the username logon is locked.  If it is locked, then unlock it.
Finally, the password cannot be confirmed, so it may be necessary to reset the password.

The most common cause for this error message is the user entering the wrong username or password. You can confirm the username matches the username shown on the Customer Service Borrower Web Access screen. If the password is not known, it can be reset to a new password.

To unlock the logon
If the wrong password is entered too many times, the Logon is locked. You can confirm that the Logon page is locked by viewing the Web Access screen.

If the person seeing the error is a borrower, view the borrower Web Access screen as follows:

  1. Open the Customer Service application.
  2. Open a loan for the borrower you want to reset.
  3. Right-click on the Customer Service screen, and then click Web Access.
  4. Select the borrower that you want to reset, and then click Select.

If the person seeing the error is an Servicing Director employee user or teller, view the employee Web Access screen as follows:

  1. Open System Administration.
  2. Click Security.
  3. Select the username of the teller/employee.
  4. Click Edit.
  5. Right-click on the Edit User screen.
  6. Click Web Access.

When you are on Web Access screen, and if the login is locked, the Login Lock checkbox should have displayed with a checkmark. To unlock the login, click the Login Lock checkbox to uncheck it, then Click OK.  

Additionally, If the person seeing the error is an Servicing Director employee user or teller, the employees login may have expired.  

To reset the password
To view the employee login expiration date, view the employees security screen as follows:

  1. Open System Administration.
  2. Click Security.
  3. Select the username of the teller/employee.
  4. Click Edit.
  5. View the Expiration Date field.
  6. Also view the "Password never expires" checkbox.
If the employee's login Expiration Date is past today's date, and the "Password never expires" checkbox, then the employee's login is expired, and the Customer Self-Service logins will fail with the message above.   For an expired login, have the employee log into the Servicing Director desktop application and set a new password, before logging into Customer Self-Service again. You can also set the "Password never expires" checkbox.

ArticleNumber:

000041598