Borrower Portal Password Management

Borrowers can easily reset a forgotten password using the one-time passcode (OTP) authentication process available in the borrower portal. When a user clicks the Forgot Password link on the Account Log In page, the user provides their user name and email address, then selects the mode of communication through which to receive the passcode. Modes of communication a user can choose from include:

  • A text message
  • A phone call
  • An email

The passcode is sent immediately to the user and is valid for 15 minutes. After authenticating successfully, the user creates a new password for their account and logs in.

General Usage Notes

  • If a user name or email address is entered incorrectly 5 times, the user will be locked out of their account for 15 minutes.

  • If the passcode is entered incorrectly 3 times, the user will be locked out of their account for 15 minutes.

  • If a borrower is locked out of their account, the lender can unlock the account using the Unlock Borrower link on the Borrower Lookup page in the Encompass Consumer Connect Admin portal.

Change an Account Password

Borrowers can change their account password from the Change Password screen available from the Account menu.

To Change an Account Password:

  1. The user logs into the borrower portal.

  2. The user clicks the Account menu and selects Change Password.

    The Change Password screen appears.

  3. The user provides their current password and new password in the fields.

  4. The user clicks Submit.
  5. The password is updated and the user logs into their account using the new password.