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Background: Support agents might receive frequent questions and challenges reported by homeowners during the MyEverbright account setup process. This article will guide you on how to handle these types of inquiries

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Steps for Account Setup:

Step

Action

1

  • Homeowner will contact you about setting up their account

2

  • Explain to the customer that after signing the agreement, they should have received an email with a link to register for their MyEverbright Account

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If they Cannot find the Email:

  • Instruct them to check their spam or junk folder

  • If still not found; confirm their email address matches the one registered with the agreement

    • If needed; guide them to update their email address with MyEverBright

If the email is Found:

Go to Step 3

3

  • The Email link will take them to register via the web app, or prompt them to download the MyEverbright mobile app from the Google Play Store (Android) or Apple App Store (IOS)

  • Once the Homeowner accesses the app or web portal:

  1. Ask them to tap under “Set up your Account”

    1. Then enter their Email address

Tell them they will receive a 2FA code at that Email Address

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  1. Guide them through entering the Two Factor Authentication (2FA) code by explaining that they will see a screen asking for a code and to please check their email and enter the code within 10 minutes

  • If they didn’t receive the code:

    • Tap “Didn’t Receive a Code?” and click “Resend” to request a new one

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Note

If they request the code more than 5 times in 10 minutes they will need to wait 10 minutes before trying again

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4

  • After successfully verigying their 2FA Code, provide the following instructions:

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Password should include uppercase and lowercase letters, numbers and special characters (Avoid common words or patterns)

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Only Passwords rated with 3-4 bars for strength will be accepter. Adjust the password if needed o meet this standard

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