Login Methods
1. Continue as Guest
Consumers can continue as a guest to make a payment without creating an account. They must enter an Account Number to access their account. When Bundle Selector is enabled, consumers can enter either an Account Number or a Bundle ID. If a valid Bundle ID is entered, Virtual Agent opens the associated bundle.
Consumers who want to create or manage payment plans will be prompted to register for an account.
2. Create an Account
Consumers can register for a Virtual Agent account to manage payment plans and access additional self-service features.
During registration, consumers can enter either an Account Number or a Bundle ID in the Account Number field. If a valid Bundle ID is entered, Virtual Agent associates the new account with the corresponding bundle.
Image Displays VA 2.0 Consumer Login Options
Viewing Account Details
Consumers can view account details, pay on individual accounts in a bundle, make payments, see the history of payments, upload new documents, and submit notes and evidence related to disputes.
Making Payments
Payments can be made using various payment methods, including credit cards, bank accounts, and Google Pay, based on the configured options in VA 2.0.
Consumers can edit the Name on Card when making a payment. If Save in wallet is selected, the updated name is saved with the payment method and reused for future payments.
Image displays "Save in wallet" field
Setting Up a Payment Plan
Based on the payment plan configurations within the VA, consumers can customize their plan by selecting the number of payments and their preferred start date. Furthermore, they have the option to delay a payment, until the day before the next scheduled payment. Consumers may also skip a payment. A skipped payment will be added to the end of the plan.
Consumers may also modify payment credentials in existing payment plans.
Contact Options
VA 2.0 enables users to get in touch with the customer if they require assistance or have questions. Depending on the situation, various contact options are available.
Managing Documents
Consumers can access documents they have permission to view and upload new documents. Consumers may upload documents of various formats, including JPEG, JPG, PNG, BMP, TIFF, PDF, TXT, XLSX, XLS, and DOCX up to 15MB in size.
Payment History
The consumer can view their payment history, and review or download associated receipts.
Account Profile
Consumers can view and edit their account profile, change contact options, update their VA 2.0 password, and log out as needed.
Chat Features
VA 2.0 integrates chat functionality, allowing consumers to engage with Rainmaker AI or live customer support representatives. For detailed information on this feature, refer to How Can I Set Up Chat in ACE?