> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.uportal360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ - Account Management

This FAQ consolidates the most common account-management questions into one place. Each question links directly, so you can share a specific answer with a colleague. Where a task has its own full guide, the answer links to it.

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## How do I find a consumer's account?

From the Merchant Home Screen, search for the consumer using their **contract number, phone number, email, or name**. You can also reach an account through the hyperlinks in portal reports.

As a merchant, the portal lets you view the consumer's account and servicing history, but it does not allow you to process payments or view payment card or ACH details. When you're finished, select **Click Here to Return to Client Home** to exit the consumer account and return to the merchant interface.

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## I'm told a consumer already exists, but I can't find them. What do I do?

This usually means an application was started but never completed; the system detects the duplicate email and won't let you start a new one. Work through these steps:

1. Check the **Consumers Without Credit Application** queue. Applications there have no completed credit application, and you can return to the one in progress and finish where it left off.
2. If the consumer isn't in that queue and you still can't find them, contact the Client Success Team and ask them to locate the consumer by searching their email or phone number.

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## How do I know if a consumer is current or past due?

A contract's status shows on the account. The two most common active statuses are **Current** (the contract is being serviced and up to date) and **Past Due** (a minimum payment was not made on time). For the full list of statuses and what each means, see the **Contract Statuses** reference *(link once published)*.

There is also reporting available for Past Due contracts, please navigate to “Reports” - “Contracts Past Due”

If you do not have access to that report, please reach out to your manager or [clientsuccess@ugafinance.com](mailto:clientsuccess@ugafinance.com)

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## How do I update a consumer's contact information or member ID?

For contact details such as phone or address, users with the appropriate permission can edit consumer contact information on active loans directly, or submit a **Change Consumer Contact Info** case.

Please note, names cannot be changed due to the contract.

> **Note:** Submitting a case is permission-based and must be granted by your User Manager. See [How Do I Submit Cases?](https://claude.ai/chat/3c3562fc-50fe-4481-9c3d-8de395bd943b#).

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## How do I view a consumer's transaction history?

Open the consumer's account using the Quick Search bar, then select the **Transactions** tab to display the full transaction history for that contract. For payment posting timelines, see the **Consumer Payments FAQ**.

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## A consumer was sent to collections and I can't find them. How do I locate the account?

For any questions about accounts that were sent to collections, contact the **collections department** at (888) 387-5489.

If the **consumer** has questions about their account in collections, they can call (888) 378-7447.

> **Important:** Confirm these collections numbers against your current program contacts before sharing them, and see [Help & Contacts](https://claude.ai/chat/3c3562fc-50fe-4481-9c3d-8de395bd943b#) for the maintained list.
> Important: Once an account is placed in Collections, UGA is unable to reinstate them back in UAS unless it was out of error.

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## Can a consumer use their available credit, and where?

Yes. A consumer's credit line is established between you and the consumer and works only for purchases made through your company — this is known as **captive financing**. If a consumer has available credit, they're eligible to make further purchases with you. (See also the **Contracts & Modifications FAQ** for increasing a contract.)

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## Can a consumer's account be re-used, re-opened, or have a name corrected?

These depend on the account's current status and your Finance Program configuration, so they're handled case-by-case:

* **Re-using available credit:** if credit is available, the consumer can make additional purchases (see above).
* **Re-opening a closed account / correcting a name after origination:** submit a case under the consumer's account so the Client Success Team can review eligibility and process the change.

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### Related articles

* Guide for Merchants
* Contract Statuses *(reference)*
* Merchant Control Panel Guide
* How Do I Submit Cases?
* Consumer Payments FAQ
* Contracts & Modifications FAQ
* Help & Contacts

*Last reviewed: July 2026*