# 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