If a Payer fails four consecutive login attempts with either their Account ID or enrolled profile User ID, their account is locked for 30 minutes, and the Locked indicator under their enrolled user or account information displays as true.

From your dashboard, go to the Payer Support page, use the pulldown to choose your search and enter the required information. Click Submit. 

If your DirectBiller configuration includes the Enrollment feature, and the payer is enrolled in DirectBiller, you can find their information in the Enrolled User Information table.  Use the Unlock/Lock toggle to unlock the payer. 

If the payer is not enrolled, you can find their account in the Account Found table and click Unlock Account/User. 

How to reset passwords

If your DirectBiller configuration includes the Enrollment feature and the payer is enrolled in DirectBiller, click on Change Password in the Enrolled User Information section. You are asked to confirm the password reset.

The temporary password appears in a confirmation message for a few seconds at the top of the page. An email with the new temporary password is automatically sent to the email address on record.