Online DMP – Helping clients troubleshoot login issues.

Summary

This guide provides step-by-step guidance for supporting clients with issue’s accessing there online DMP accounts from first time debt advice through to active plans with the Review team.

Troubleshooting Guide

Pulse Clients (Plan is being set up/not with review team)

Check to ensure the client is logging on through the correct portal.

 They should be using the “Return to Debt Advice” option not using the “Access My OnlineDMP” option. The online DMP option is for clients who are on active DMPS that have been set up already.

 

Duplicate Accounts

Check that the email addresses the client is using/wants to use has not been registered before. You can do this by opening a new search and searching for the email address. (Image below)

If the client has used the email address previously, please raise a ticket with the following information:

  • Client current account - Client reference and DAV-number
  • Clients’ previous account/s- Client reference and DAV-number/s
  • Email address the client wants to use

Locking the client’s account

If the above steps haven’t worked ask the client to enter there password incorrectly 3 times locking the account. Then unlock the clients account which prompts an email to be sent.

Further trouble shooting (For all)


Email Address Verification

Ensure the email is spelled correctly.

Confirm they are not copying and pasting the email address (this can add an extra space).

Check to see if the client has logged on before, if they haven’t, they must click ‘Not logged on before’


Additional email Address’s

If a solo plan has more than one email one will need to be removed. Ask the client to wait 24 hours then attempted to log in. The client may need to click on ‘Not logged on before’.

If it is a joint plan with 2 email addresses ensure the email type is different for each one (i.e. work, home). The one marked as home will be used for the OnlineDMP. Ask the client to wait 24 hours then attempted to log in. The client may need to click on ‘Not logged on before’.


Client Prevented from Editing Information Online

If a client's case shows the banner "Client is prevented from editing their information online" this means that there is something on the client's case that they need to contact Debt Advice about. 

Until the client gets in touch they will not be able to progress their case online.


Technical and Web Browser Checks

Which web browser are they using? Ask the client to try Microsoft edge.

Are the cookies and permissions enabled on the client’s web browser? Ask the client to check and ensure they are enabled.

Ask the client to clear the cache and browsing history.


Activation status and Client Type

Is the client on an active DMP? TPP clients don’t have access to the online system and clients whos plans have closed will not have access.

Has the clients online account been activated? Ask if the client has had confirmation of there account being activated for use and ask them to wait for 24 hours.


Final Steps

If the above hasn’t resolved the issue, ask the client to wait 24 hours as most issues are resolved after the nightly system refresh. Then as them to re-request a password or reset this. 

If the issue is still occurring, please raise a fresh ticket 

Where possible please provide the following information in the ticket. 

  • Advise you have already followed the above guide (and any steps that couldn’t be actioned)
  • Client reference and DAV number
  • Times of login attempts
  • Screenshots or wording of the error message 
  • Any other information – i.e browser the client uses, device

 


FAQ’S

Q: The client still can’t log in after following all steps. What now?

A: Please raise a ticket and our IT Team will investigate the issue.