Resolving Business Center Login Errors

Objective

This guide provides troubleshooting steps and best practices to help you resolve login errors when accessing your Business Center account.

Potential Causes

• Account locked after multiple failed login attempts.
• Incorrect credentials entered for Organization ID, Username, or Password five consecutive times.
• Expired password if not updated within 90 days.
• Web browser issues, including problems or saved credentials.
• Incorrect URL or bookmarked link. Use the appropriate URL for your environment:

  Environment	URL
  Live	https://ebc2.cybersource.com/ebc2/
  Test	https://ebc2test.cybersource.com/ebc2/
  Live India	https://ebc2.in.cybersource.com/ebc2/
  KSA Test	https://ebc2test.sa.cybersource.com
  KSA Live	https://ebc2.sa.cybersource.com

• Environment mismatch, such as using credentials for a different environment.

Procedure

If Your User Is Locked

1. Contact Client Services or follow the unlocking instructions.
2. Refer to:
   • Who do I contact to unlock my Business Center User?
   • How to Unlock a Business Center User

If You Forgot Your Password

1. Use the "Forgot Password" utility to reset your password.
2. Refer to:
   • How do I change my Business Center user password?
   • How to Setup your Password Recovery Contact Information in the Business Center

If You Have One-Time Passcode Issues

1. Check your junk mail folder.
2. Whitelist relevant domains.
3. Verify credentials.
4. Request a new code if needed.
5. Refer to:
   • Unable to receive the One Time Pass Code to reset my password
   • Error when entering the one-time passcode to reset my password

If You Have Reset Your Password but Still Encounter Issues

1. Ensure your user is unlocked.
2. Confirm you are using the correct URL for your environment.
3. Verify you are signing in to the correct environment.
4. Try a different browser.
5. Clear your browser cache and cookies.
6. Use Private or Incognito mode.
7. Enter your new password manually, avoiding auto-filled suggestions.
8. Try logging in from a different device.
9. Update or disable any password management tools or add-ons in your browser.

Contact Information

If issues persist, refer to Support Article: How to Contact Client Services for further assistance. Have your account details ready for verification.

Frequently Asked Questions (FAQs)

• What should I do if my Business Center user account is locked?
  Contact Client Services or follow the unlocking instructions provided in the referenced articles.
• How do I reset my password?
  Use the "Forgot Password" utility and follow the instructions in the referenced articles.
• What if I do not receive my one-time passcode?
  Check your junk mail, whitelist domains, verify your credentials, and request a new code. Refer to the support articles for further troubleshooting.
• Which URLs should I use for my environment?
  Use the URLs listed above for Live, Test, Live India, KSA Test, and KSA Live environments.

Glossary

• KSA: Kingdom of Saudi Arabia
• EBC: Enterprise Business Center

Additional Resources

• Who do I contact to unlock my Business Center User?
• How to Unlock a Business Center User
• How do I change my Business Center user password?
• How to Setup your Password Recovery Contact Information in the Business Center
• Unable to receive the One Time Pass Code to reset my password
• Error when entering the one-time passcode to reset my password
• Support Article: How to Contact Client Services