Client portal FAQ

How do I reset my password?

Use the reset link on the sign-in page. A one-time link is emailed to your address on file; it expires after a short window.

How do I add a colleague to the portal?

Your portal admin invites them from /client/settings/users and assigns a role (admin, analyst, or viewer). See Managing your team's seats & roles.

How do I know my placement file was processed?

Check /client/accounts/placements. A placement marked completed with zero errors loaded fully. If there are errors, the detail view lists each rejected row and why — correct and re-submit just those rows.

Where do I see the money coming back to us?

/client/money/remittances lists every remittance with per-remittance statement downloads (PDF and CSV). See Reading your remittance statement.

Can I pull an account back after placing it?

Yes — submit a recall at /client/accounts/recalls. ClaraPay reviews and confirms once the account is out of active workflows.

A consumer disputed a debt — what do I need to do?

ClaraPay handles dispute intake and the required response process. Watch /client/accounts/compliance, and respond quickly if we ask for information only you hold.

Can I change my fee structure in the portal?

No — fees are read-only in /client/settings. Changes go through a formal amendment with your account team.

What is the fastest way to reach a human?

The message inbox at /client/messages. For urgent production issues, call your account team — contact details are on your signed service agreement.