OVERVIEW

To ensure access to Self Service is kept as safe as possible, SARA Collect has two methods of restricting the links that are sent out via email: expiring the link after so many clicks and setting a day limit on the amount of days the link is active.

Once it expires, the link will no longer let you gain access to Self Service. Instead, it will display a message notating that it has expired and will notate to reach out to the representative who is assigned to the account. At this point, the collector can email the customer a new link to regain access to Self Service.

TROUBLESHOOTING

In the event that customers are continuously reporting issues with gaining access to the customer portal, you may need to make adjustments to the expiration settings to give them more time. Navigate to Admin Settings & Utilities Site Options then select the "Options" tab. In the "Customer Portal" section of the page, you can update the "Guest Link Expires Days" and "Guest Link Number of Clicks" fields. After you make an adjustment, make sure to select "Save" at the top right of the page.