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The Consumer Portal is used by consumers to review creditor accounts, respond to collection notices, negotiate balances, set up payments, manage billing details, sync payment dates to a calendar, and control communication preferences. This section follows the Consumer Portal navigation and the account tabs shown inside My Accounts.
Treat these pages as plain-language behavior contracts. They explain what the consumer should experience and what the portal must prevent.

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First-Time Setup

After identity and contact verification, a new consumer completes the required profile setup before using the full portal:
  1. Communication Controls establishes the approved email and SMS channels for offers, notices, reminders, confirmations, and EcoMailbox activity.
  2. My Billing Details saves the billing information used to prepare future payment forms.
  3. Personalize My Portal optionally adds a profile image and personal portal colors.
Required communication and billing details must be complete before the consumer reaches My Accounts. Later updates apply to future portal activity without changing the consumer’s account-matching identity.

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Portal Focus

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Important Notes

My Accounts is status-driven. A consumer can see different account tabs depending on negotiation status, notice response activity, scheduled payments, creditor removal, cancellation, and payment completion. Notice Response is a primary consumer flow. Keep it easy to complete even when the consumer only knows the sender name and has a notice image. Campaigns, follow-up communications, installment payments, failed-payment handling, and calendar sync all run through scheduled commands and queued jobs. Consumer pages should describe the visible result, while background-processing pages document the invisible work behind it.

Access

Login

Jane receives an email from ABC Collections with a link to review her account.

Contact Verification

Jane chooses an account contact and verifies it before it becomes her master EcoAddress contact.

OTP Verification

Jane signs in from a new link and the portal sends a one-time code.

My Accounts

Dashboard

Jane has three creditor accounts: one new settlement offer, one payment plan, and one paid account.

New Offers

ABC Collections uploads Jane's account with settlement terms already available.

Final Step to Close Deal

Jane accepts a settlement offer but has not added a payment method yet.

Creditor Counter Offers

Jane sends a custom offer for less than the original settlement terms. ABC Collections responds with a counter offer.

Pending Creditor Response

Jane submits a custom installment proposal.

Scheduled Settlements

Jane accepts a one-time settlement payment for next Friday.

Payment Plans

Jane accepts a six-month installment plan.

Paid Accounts

Jane completes the last payment on a settlement plan.

Declined / Closed Negotiations

Jane submits a custom offer that the creditor declines and no active offer remains.

Disputed / Not Paying

Jane reviews a notice and says the account is not hers.

Creditor Removed

ABC Collections removes Jane's account from active portal handling.

Cancelled Plan

Jane cancels an active payment plan. The account should move to Cancelled Plan and the schedule should no longer behave like an active payment plan.

Notice Response

Start Response

Jane receives a collection letter in the mail and does not yet have a normal account card.

Sender Details

Jane enters the name of the company that sent the notice. If ABC Collections already exists in the portal, Jane can select it.

Account Details

Jane types the account number and amount shown on the notice.

Upload Notice

Jane takes a photo of the collection notice and uploads it.

Create My Response

Jane chooses whether she wants to settle, pay the balance, say she is not paying, or dispute the notice.

Notice Response Custom Offer

Jane cannot pay the requested balance but wants to make a lower offer as part of her notice response.

Payments

Negotiate

Jane opens a new creditor account and sees two choices: pay a discounted settlement today or choose an installment plan.

Custom Offer

Jane cannot accept the listed installment amount, so she proposes a smaller monthly payment. If the offer satisfies creditor rules, the portal can move her forward.

Payment Setup

Jane accepts a settlement and enters a debit card.

Schedule Plan

Jane has an active installment plan.

Hold Plan

Jane cannot make payments for a short period and places an eligible installment plan on hold.

Restart Plan

Jane's plan was paused until a restart date.

Skip Payment

Jane cannot make this month's installment, so an eligible payment is skipped and moved after the last scheduled payment.

Extra Payment

Jane wants to pay more than the next installment amount.

Change Payment Date

Jane needs to move her next installment from Friday to Monday.

Request Settlement Date

Jane wants to settle earlier than the remaining installment plan.

Payment History

Jane wants to confirm which payments cleared on a deactivated or completed account.

Payment Complete

Jane finishes a payment setup or one-time payment and lands on Payment Complete.

Calendar

My Bill Pay Calendar

Jane has three upcoming installment payments across two creditors.

Google Calendar Sync

Jane connects Google Calendar from My Bill Pay Calendar.

Microsoft Calendar Sync

Jane uses Outlook Calendar for bills.

Calendar Background Jobs

Jane changes an installment payment date.

Profile

My ecoAddress

Jane opens her profile to confirm the personal identity details connected to her consumer account.

Communication Controls

Jane wants payment reminders by email but not SMS.

My Billing Details

Jane enters her billing address before using a payment method.

Personalize My Portal

Jane uploads a profile image and chooses portal colors that make her account area feel personal.

Account Tools

EcoMailbox

Jane receives an EcoLetter from ABC Collections. She opens EcoMailbox, reads the letter, and downloads it.

BillPay Wallet

Jane saves a debit card in BillPay Wallet and later wants to remove it.

Helping Hand Gift Registry

Jane shares a payment-help link with a family member. The gift payer opens the signed link and contributes toward the account.

Cancelled Agreements

Jane cancels a payment plan and later needs a copy of the cancelled agreement.

Respond to Legal Notice / Summons

Jane opens the avatar menu and chooses Respond to Legal Notice / Summons.

Coming Soon Tools

Jane opens the avatar menu and sees future tools such as My Donation Profile, Invite & Earn, Bill Pay Rewards, and Credit Score & Boost.

External Payment Link

Jane scans a QR code or opens a signed payment link from a creditor message.

Unsubscribe Email

Jane clicks unsubscribe from a campaign email.

Background Processing

Campaign Communications

ABC Collections schedules a campaign for consumers like Jane.

Scheduled Follow-Up Communications

Jane misses a step after receiving a campaign message. The portal creates a scheduled follow-up.

Installment Payment Processing

Jane has an installment payment due tonight.

Failed and Skipped Payments

Jane's installment fails because the card is declined.

Calendar Sync Jobs

Jane's failed installment is moved to the end of the plan after an auto-skip.

Safety Guardrails

Consumer Status Rules

Jane's account can move from New Offers to Pending Creditor Response, then to Final Step to Close Deal, then to Payment Plans, and eventually Paid Accounts.

Last modified on July 30, 2026