Objective

This guide provides troubleshooting steps and best practices for resolving login errors when accessing your Business Center account.

Potential Causes

Account Locked: Multiple failed login attempts may lock your account.

Incorrect Credentials: Entering the wrong Organization ID, Username, or Password five consecutive times.

Expired Password: Passwords not updated within 90 days may cause issues.

Web Browser Issues: Browser problems or saved credentials can lead to errors.

Incorrect URL: Using an incorrect URL or a bookmarked link may lead to errors. Use the appropriate URL:

• Live: https://ebc2.cybersource.com/ebc2/
• Test: https://ebc2test.cybersource.com/ebc2/
• Live India: https://ebc2.in.cybersource.com/ebc2/

Environment Mismatch: Using credentials for a different environment (Live vs Test).

Instructions

If Your User is Locked

Unlock User: Contact Client Services or follow the unlocking instructions.

Refer to:

• Who do I contact to unlock my Business Center User?
• How to Unlock a Business Center User

If You Forgot Your Password

Reset Password: Use the "Forgot Password" utility.

Refer to:

• How do I change my Business Center user password?
• How to Setup your Password Recovery Contact Information in the Business Center

One-Time Passcode Issues: If you do not receive the passcode, check junk mail, whitelist domains, verify credentials, and request a new code.

Refer to:

• I am unable to receive the One Time Pass Code to reset my password
• I receive an error when I enter the one-time passcode to reset my password

If You Have Reset Your Password but Still Encounter Issues

Check User Status: Ensure your user is unlocked.

Incorrect URL: Ensure you are using the correct URL.

Environment Verification: Confirm you are signing into the correct environment (Test or Live).

Browser Solutions:

• Try a different browser.
• Clear cache and cookies.
• Use Private/Incognito mode.
• Enter the new password manually, avoiding auto-filled suggestions.

Device Change: Attempt to log in from a different device.

Password Management Tools: Update the new password or disable any password management tools/add-ons in your browser.

Contact Information

If issues persist, refer to Support Article: How to Contact Client Services for further assistance. Ensure you have the necessary account details ready for verification.