You may encounter a scenario wherein a customer was sent a pencil application form to their email then proceeded to create an account, but the system is not accepting the password that they have entered.
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On “Sign up” pop up, it shows “Minimum is 8 characters, must include a number and a special character.”, but we require at least 1 uppercase character.
If the customer wants to use the suggested password of the browser, the customer needs to make sure the password meets the requirement: Minimum is 8 characters, must include 1 number and 1 special character and 1 uppercase character.
Another possible reason might be the OTP sent to the customer email address which was expired. If this is the case, the customer can use “Resend Code” feature to receive a new OTP. -
If the customer still cannot sign up after retrying, if possible, kindly ask the customer to take a screenshot and send the error message to support@pencilpay.com.
Related Support Articles:
Customer Cannot Complete Pencil Application (Error: Do not have authority to complete application) (pencilpay.com)
How to reset my password?