How to assist borrowers with login issues – Blend Help Center

Learn how a loan officer can assist a borrower if they are experiencing login issues including password resets, locked, and dormant accounts.

Resend a borrower's activation link
How a borrower can reset their password
How to trigger a password reset email for a borrower
Role permissions required to unlock and reset a borrower's password
How to unlock a dormant borrower account

Note: This article applies to borrowers that log in to Blend using an email and password method. For consumer SSO (cSSO or Single Sign-On), follow your internal procedures or reach out to your internal support team.

Resend a borrower's activation link

Unactivated borrower accounts will not receive password reset emails. Making sure the borrower is activated is a good first step. Send a new invitation email to the borrower in case previous activation links have expired and ask the borrower to activate their account.

How a borrower can reset their password

Borrowers can reset their own password. The process is the same as for lender users. If a borrower forgot their password, please help them follow the steps outlined in If you forgot your password.

Please note that password reset emails will only be sent to borrowers who have activated their accounts in Blend. Refer to check if the borrower has activated their account to learn more.

If a borrower reports that they are not receiving a password reset email, please refer to Troubleshooting Email Delivery to learn what to do.

For more details refer to Borrower Password Troubleshooting Guide. If you need further assistance, please contact Blend Support.

Note: Password reset emails will not be sent to SSO borrowers.

How to trigger a password reset email for a borrower

Lender users with access to the Borrowers administration section in the Setup panel can trigger a password reset email for a borrower.

1. Click Your settings

2. Navigate to Setup

3. In the Borrowers section, search for the borrower using the name or email

4. Select the borrower

5. Click Reset Password

6. Click Reset to proceed

blend_lender_setup_borrowers_reset_password_confirmation.png

7. Click Close on the confirmation prompt

blend_lender_setup_borrowers_reset_password_completed.png

Ask the borrower to check their email and proceed with resetting their password.

Role permissions required to unlock and reset a borrower's password

The following role permissions are required for a lender to unlock and reset a borrower's password. Reach out to your Blend administrator to have your permissions updated if you need the ability to reset borrower MFA.

View borrowers must be set to Always
Reset borrower authentication must be set to Always

Lender users can also reset a borrower's MFA. Refer to Borrower Multi-Factor Authentication (MFA) to learn more.

How to unlock a dormant borrower account

Borrower accounts become dormant if they have not logged in to Blend in over 30 days. There are three ways to unlock a dormant borrower account.

Borrower logs in with current email and password

Simply ask the borrower to log in with their current email and password.

1. Borrower navigates to the login page

2. Borrower enters credentials and clicks Sign in. The borrower will receive an email with a reactivation link.

3. Borrower clicks Reactivate Account

4. The account will be reactivated and the borrower can continue to log in with their current email and password.

Note

A “Reactivate Account” will only be sent if the borrower enters the correct email and password.
If the email and password combination are entered incorrectly 3 or more times, the account will become locked and the password must be reset.

Borrower password reset

Ask the borrower to reset their own password or assist by triggering a password reset email.

Lender unlocks the borrower's account

Lender users can unlock a dormant borrower account using the tools in the the Borrowers administration section in the Setup panel.

1. Click Your settings

2. Navigate to Setup

3. In the Borrowers section, search for the borrower using the name or email

4. Select the borrower

5. Click Unlock Account

6. Click Unlock to proceed

blend_lender_setup_borrowers_unlock_account_confirmation.png