Troubleshooting Online CEF Issues

This document addresses some of the most commonly reported issues with the Online CEF product, and how you can resolve.

Can't Create a Web Account

If your client is reporting that they are unable to create a web user account, verify the following:

• Does the User ID meet your organization's requirements, established in the Web Settings screen
• Does the user ID differ from the email address? The system will not allow a user ID that matches the client's email address. (For example, you cannot have a user ID of John.Doe if your email address is johndoe@gmail.com)

Client Can't See Account Information

If your client was able to successfully create a web account, but does not see account information when they log in, the most likely cause is that their Web ID is not linked to their Constituent record in the NA Web Access. Verify that the web ID is present on their NA Web Access account

If that is not the issue, go through each step of the process to grant web access and verify that each step has been completed.

Client Still Sees Account Information after being Deleted

If your client states that they can still see a church/organization's account information after requesting to be removed, the most likely cause is that they are still present on the church/organization's "Online Access" tab on the ACCOUNT. Reference the grant web access for where to find the online access tab. If you delete the user from that tab, they will no longer see the account information.

Client Cannot Log In

If the client has received their activation code and entered, but still cannot log in successfully, check their web account and verify that it is active. The most common cause of this issue is that the client did not see the verification email and click the link.

Reporting an Issue to DDI

If you have gone through the troubleshooting listed above and cannot resolve the issue, escalate it to DDI Client Support. NOTE: Please note that DDI Client Support will not contact your investors/borrowers directly, or respond to emails or calls from your investors/borrowers. We will work with you to provide support on the issue.

Information to provide to DDI:

• Investor/borrower name and account # or PIN
• Description of the issue
• Description of troubleshooting actions taken by your organization

Providing this information will help DDI Client Support more rapidly analyze and resolve the issue. The more information you can provide to us, the faster we will be able to help!