Reinstating and unblocking a customer after repossession

How DealerCenter dealers reinstate repo accounts and unblock customers in Carpay after a balance is resolved.

February 5, 2026

When this applies

Use this process when:

• A customer was marked as Repo / Charge-Off in DealerCenter
• The customer has resolved their balance
• The account needs to return to active status
• The customer is currently blocked in Carpay and cannot make payments

Step-by-step instructions

Step 1: Update the account in DealerCenter

1. Log in to DealerCenter.
2. Navigate to the customer’s Buy Here Pay Here (BHPH) account.
3. Open the Repo / Charge-Off tab.
4. Update the repo status to Cured / Reinstated.

Important

• You cannot delete a repo status in DealerCenter.
• You must select a valid status (such as Cured/Reinstated) for the update to take effect.
• If the status is not updated here, Carpay will not reflect the change.

Step 2: Allow time for the sync

After updating the repo status:

• Allow time for DealerCenter and Carpay to sync.
• Check the customer profile in Carpay to confirm the status update has been received.

Blocking controls in Carpay will remain unavailable until this sync occurs.

Step 3: Unblock the customer in Carpay

Once the updated status is reflected in Carpay:

1. Locate the customer in your Blocked Customers list.
2. The Blocked checkbox will now be available.
3. Uncheck the Blocked box.
4. Save the change.

The customer will now appear in your Active Customers list and can resume making payments through Carpay.

Troubleshooting tips

• If the Blocked checkbox is still unavailable:

  • Re-check the repo status in DealerCenter
  • Confirm the status was set to Cured/Reinstated

• If the status is correct and the issue persists:

  • Allow additional sync time
  • Contact Carpay Support for assistance