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:
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.