This article explains how to properly reinstate a customer who was previously in repossession status in DealerCenter, and how to unblock them in Carpay once their account is back in good standing.
Following these steps ensures the customer can resume making payments and prevents blocking issues in Carpay.
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
Log in to DealerCenter.
Navigate to the customer’s Buy Here Pay Here (BHPH) account.
Open the Repo / Charge-Off tab.
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:
Locate the customer in your Blocked Customers list.
The Blocked checkbox will now be available.
Uncheck the Blocked box.
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