Recalling an account

A recall pulls an account back out of active collection. Manage recalls at /client/accounts/recalls.

When to recall

The common reasons:

• The consumer paid you directly after placement
• The debt is disputed at your end and you want to handle it in-house
• The account was placed in error
• The consumer filed bankruptcy and your counsel is taking over

How it works

Owners and admins can submit recalls (analysts and viewers see the history only):

1. Open the recalls page and start a New Recall Request.
2. Add accounts either way: paste account numbers (one per line or comma-separated) or search and select them by typeahead. Up to 500 accounts per request.
3. Enter the reason — a short free-text note is required.
4. Submit and confirm. The request is reviewed and processed by ClaraPay.

The recall history below lists every request with its status — pending, processing, completed, or rejected — and expands to show per-account progress, so you always know where a recall stands.

What happens to the account

Once a recall is confirmed, collection activity on the account stops. Payments that already posted remain on the account's history and flow through remittance as normal — recalls do not unwind money that was already collected.

Good practice

• Recall promptly when a consumer pays you directly — continued outreach on a paid account is a compliance risk for both of us.
• Make the reason note specific; it speeds up review. Accounts already closed or already inside an open recall are skipped automatically.

Need a large or urgent recall? Message us at /client/messages and flag it — the thread is the fastest path to your account team.