eDEN User Guide

General guide for Debtor Users

Contents 1.  Introduction ....................................................................................................... 3 

2.  Log In ................................................................................................................. 3 

2.1  Users with DASH login in details ............................................................... 6 

3.  Forgotten password .......................................................................................... 7 

4.  Locked user account ........................................................................................ 9 

5.  View your case .................................................................................................. 9 

5.1  View – Draft case ......................................................................................... 9 

5.2  View – Approved case .............................................................................. 10 

5.3  View - Debtor Details ................................................................................ 12 

5.4  View - Case Information ............................................................................ 12 

5.5  View – Documents .................................................................................... 14 

5.6  View – Notes .............................................................................................. 15 

5.7  View Debts ................................................................................................. 16 

5.8  View Application ....................................................................................... 18 

6.  Update your case ............................................................................................ 21 

6.1  Confirm Payment Details .......................................................................... 21 

6.1.1  Confirm Payment Details – Direct Debit ........................................... 22 

6.1.2  Confirm Payment Details – Salary .................................................... 26 

6.1.3  Confirm Payment Details – Cheque, E-Banking, Postal Order, Standing Order and Other .............................................................................. 27 

6.2  View Payment Schedule ........................................................................... 28 

6.3  Pay Online .................................................................................................. 29 

6.3.1  Pay online – scheduled payment ...................................................... 29 

6.3.2  Pay online – ad-hoc payment ............................................................ 30 

1. Introduction Debt Arrangement Scheme (DAS) is a government-run debt management tool which allows debtors to repay their debts through a Debt Payment Programme (DPP). The DPP allows debtors to pay off their debts over an extended period of time while giving them protection from creditors taking action against them to recover the debt. The DPP can last for any reasonable length of time. If approved, a DPP will freeze all interest, fees and charges on the debt included. The parties in the DPP are:

The debtor The creditor(s) The Money Adviser (or Continuing Money Adviser if administering the case

throughout the programme) The Payments Distributor The DAS Administrator.

This User Guide is aimed at Debtor users who are using the electronic DAS Enhanced Network (eDEN) to view or update their cases. This User Guide is a manual for eDEN, not an information guide about DAS. For general information about DAS please refer to the ‘Debtors Information Booklet’ which can be downloaded here: https://www.aib.gov.uk/das-debtors-information-booklet 2. Log In There are two ways you can get access to eDEN:

1. When your Money Adviser is completing your personal application, if they provide an email address for you at the ‘Contact Info’ section you will receive an email once your application has been issued to creditors. The email contains information on how to access the system such as your username and a link to set up your password:

Please close down all other open web pages before clicking on the link. When you click on the link you will be taken to a ‘Reset Password’ screen where you can set up your password for access to the system. You will need your case reference to set up your password and your Money Adviser will be able to provide you with this information. Your case reference will always begin with a year (e.g. 2019/900001) and is separate from your Money Adviser reference. Your password must be at least 10 characters long and contain at least three of these features:

an uppercase character a lowercase character a number a symbol

The link in the email is time limited. If you do not use the link with the time limit it will expire. To get a new password reset link you can either click on the second link provided in your email:

Or click on the ‘Reset Password’ link from the eDEN Login Page. See Section 3.

2. If your application has already been approved and you want to gain access to your case you can contact your Money Adviser or the DAS Administrator to assist with this. The Money Adviser or DAS Administrator will access you case and click on ‘Request Lead Debtor Access’ or ‘Request Joint Debtors Access’ from the links on the case

The user will then be asked to input your email address. You should then receive an e-mail to set your password and gain access to your case as shown previously.

Once you have reset your password you will be taken back to the login screen where you should enter your username - provided in your debtor access email - and the password you have just set up. Please close down all other open web pages you have on screen before you reset your password. The link in the email is time limited. If you do not use the link with the time limit it will expire. To get a new password reset link you can either click on the second link provided in your email:

Or click on the ‘Reset Password’ link from the eDEN Login Page. See Section 3 on how to do this.

Debtors should not try to register for an eDEN user account from the log in page. If you click on register you will see a warning message at the top of the registration screen to inform Debtors to contact their Money Adviser:

2.1 Users with DASH login in details If you had an active account in DASH this will not have migrated over to eDEN. You should contact your Money Adviser or the DAS administrator to request access as detailed above. The live eDEN site can be found at: https://eden.aib.gov.uk/eDEN

3. Forgotten password If you forget your password you can click on the ‘Reset Password’ link from the eDEN Login Page:

You will then be asked to provide your username or email address associated with your case. Enter your details and click on ‘Request’:

You will see the following message. Click on ‘OK’ and you will see the Login screen.

If you do not receive an email within a few minutes you may have entered an incorrect username or email address. Repeat the steps above to try and reset your password again. If you still have not received an email you should contact AiB on 0300 200 2660 or email eDENenquiries@aib.gov.uk

If you have entered a correct username or email address you will receive a ‘Password Reset’ email:

Click on the link and you will be taken to the ‘Reset Password’ screen. Please close down all other open web pages you have on screen before you reset your password. You should enter your new password, confirm this by entering it again and then click on ‘Reset Password’. Your password must be at least 10 characters long and contain at least three of these features:

an uppercase character a lowercase character a number a symbol

Once you have reset your password you will be taken back to the login screen where you should enter your username (provided in your debtor access email) and the password you have just set up. You will also receive an email notifying you that your password has been changed.

4. Locked user account If you input an incorrect password too many times your user account will be locked and you will need to contact AiB on 0300 200 2660 or eDENenquiries@aib.gov.uk to unlock this for you. Resetting your password will not unlock your account. Once you have access to the system, as a debtor, you can view your case and carry out various actions which are detailed throughout this guidance 5. View your case You can view your case once it has been issued to creditors. What you are able to see will depend on the status of your application. 5.1 View – Draft case When you log in you will be see your Debt Payment Programme (DPP) information as well as your details:

In a draft case your DPP information provides the following information:

Case Type Status of application The date the application was issued

When it was approved (this will display ‘Invalid date’ if it has not yet been approved)

Programme Start Date (this will display ‘Invalid date’ if it has not yet been approved)

Programme End Date Money Adviser Money Adviser Reference Money Adviser Email (if provided) Payments Distributor Name Payments Distributor Reference Application Status Case Regulations – This displays the legislation that applied to the case when

it was approved You can also view your application as well as any documents or notes associated to your application by clicking on the links within the small menu at the top left hand side of the screen:

5.2 View – Approved case

In an approved case your DPP information provides the following information:

Case Type Status of application Application Issued date Approved On date Programme Start Date (this can change once your PD has confirmed

payment details with you) Programme End Date (this can change once your PD has confirmed payment

details with you) First Payment Date (this can change once your PD has confirmed payment

details with you) Next Scheduled Payment Date (This will populate once your PD has

confirmed payment details with you) Remaining Debt Remaining Number of Instalments Instalment Amount Frequency Money Adviser Money Adviser Reference Money Adviser Email (if provided) Payment Distributor Name Payment Distributor Reference Application Status Variation Status Revocation Status Is Sensitive Case Regulations – This displays the legislation that applied to the case when

it was approved

5.3 View - Debtor Details

Your name is displayed at the top left of the red bar and the other information displayed is:

Date of Birth Mobile number Telephone Email Preferred contact method Address

5.4 View - Case Information If you click on any of the red bars on the DPP details screen you can see any information that has been created for that section. What you can see will depend on the status of your application:

If the relevant information is available you can view:

Proposals Conversations Variations Revocations Payment Breaks Discretionary Conditions

Decisions Reviews Appeals

Once you have clicked on a section, if there is information to view, simply click on the grey area or any hyperlinks available that display some details about the information you want to see and this will take you to the relevant section of the system.

On the top left hand side of the screen you will also see a small menu which displays your case reference and has additional links available. Again, what you can see in this menu depends on the status of your case:

Further guidance on these links is available at: View Documents View Notes View Debts View Application Confirm Payment Details Payment Schedule Pay Ad Hoc Payment Online

5.5 View – Documents To view all available documents associated to your case click on the ‘Documents’ link from the menu at the top left hand side of the screen:

You will be taken to a screen that displays all of the different types of documents that can be attached to your case. Click on the white arrow on the red bar of the type of document you want to view:

If there are documents to view they will be listed and you can view the document by clicking anywhere on the document description:

This will display the ‘Document Details’. To view the document click on the ‘Download’ link:

Click on ‘Open’ to view the document (you may see something slightly different depending on the browser you use)

5.6 View – Notes To view all available notes associated to your case click on the ‘Notes’ link from the menu at the top left hand side of the screen:

You will be taken to a ‘Notes’ screen that lists all of the available notes for your case. To view a note click anywhere on the note description:

You will then be taken to the ‘Notes Details’ screen which displays all of the information available:

5.7 View Debts To all of the debts associated with your DPP click on the ‘Debts’ Application’ link from the menu at the top left hand side of the screen:

This will take you to the ‘Debts’ screen. You can change the view of this screen by clicking on either ‘List View’ or ‘Card View’ from the options at the top of the screen. List view is shown below: If you click on the eye that is circled below you will see more information about the debt

Card view is shown below:

5.8 View Application To view your DPP application click on the ‘View Application’ link from the menu at the top left hand side of the screen:

This will take you to the ‘Application Details’ screen From here you can click on the white arrow of any of the grey sections you want to view to see more information:

You can also click on any of the sections displayed on the smaller menu at the top left hand side of the screen to view the same information:

You can print the application by selecting the ‘Print’ hyperlink at the bottom of the screen:

Depending on your browser you will see a message asking what you want to do. You can either ‘Open’ or ‘Save’ the document:

Clicking on the ‘DPP Details’ hyperlink will take you back to the DPP screen:

And you can click on the ‘Proposal Details’ hyperlink to view some information about your proposal.

6. Update your case There are various ways you can update your case in eDEN. As a debtor you can:

Confirm your payment details where AiB is the PD Make payments towards your DPP where AiB is PD Create a revocation – Guidance on this will be updated soon Create a variation – Guidance on this will be updated soon Create and participate in ‘conversations’ with your Money Adviser, Payments

Distributor and AiB - Guidance on this will be updated soon Create a review if on a decision that has been made on your case - Guidance

on this will be updated soon 6.1 Confirm Payment Details Where you have nominated AiB as your payments distributor, you will need to set up your regular payment preferences by confirming your selected payment method on the eDEN system. To confirm your payment details click on the ‘Confirm Payment Details’ link from the menu at the top left hand side of the screen:

You will then be taken to the ‘Confirm Payment’ screen:

This screen will be prepopulated with the information that was completed when your application form was submitted, but it can be amended. The different forms of payment methods which can be selected from the drop down menu are:

Direct Debit Salary Cheque E-Banking Postal Order Standing Order Other

6.1.1 Confirm Payment Details – Direct Debit Where your method of payment is Direct Debit you will see the following screen:

Please read the questions and answer ‘Yes’ by ticking the boxes if appropriate. If you do not select ‘Yes’ for either or both of these statements you will not be able to proceed on the system. You will need to complete a paper Direct Debit Instruction (DDI) by downloading and printing the form using the hyperlink shown here:

If you do select ‘Yes’ for both of the questions further information will appear on the screen for you to check and complete. You should check your ‘Personal Details’, which includes your address and contact information, is correct and update if not:

You will also see Debit Details as shown below. You will need to select a first payment date as well as the ‘Date each month for collection’

When selecting the First Payment Date this needs to be a date that is in the future by more than 10 days as there is a 10 day set up period for Direct Debits, When selecting the ‘Date each month for collection’ you will be restricted to four dates of the months which are the 1st, 8th, 15th and 22nd as shown below:

You should then check over all of your bank details and amend if needed. You will not be able to amend the Payment Reference as this is generated by the eDEN system:

The final step is to check all of the information has been recorded accurately in the ‘Confirmation’ box. This information is pulled from all of the sections above that you have just checked or amended, therefore if there are any errors in this box you should review the information again and correct where needed. If everything looks ok you should tick the box at the statement “I confirm that all these payment details above are present and accurate”:

Once this box has been checked click on the ‘Confirm’ button:

You will then be presented with your Direct Debit information which includes the Direct Debit Guarantee:

You have now successfully set up your Direct Debit and your payment schedule will have been calculated. Please see ‘View Payment Schedule’ for more information on this. The first payment of a DPP must be made within 42 days of the date of approval. If the first payment is due and there is not sufficient time to set up a Direct Debit you can choose to make your first payment by way of a card payment. Further information on how to do this can be found at the ‘Pay Online’ section.

6.1.2 Confirm Payment Details – Salary Where your method of payment is Salary you will see the following screen:

Please complete all of the fields including the First Payment Date and your Employer information, tick the ‘Confirm’ check box and then click on the ‘Confirm’ button.

You have now successfully set up your payment and your payment schedule will have been calculated. Please see ‘View Payment Schedule’ for more information on this. The first payment of a DPP must be made within 42 days of the date of approval. If the first payment is due and there is not sufficient time to set up a deduction from your salary you can choose to make your first payment by way of a card payment. Further information on how to do this can be found at the ‘Pay Online’ section. 6.1.3 Confirm Payment Details – Cheque, E-Banking, Postal Order, Standing Order and Other Where your method of payment is either cheque, e-banking, postal order, standing order or other you will see the following screen:

Please check and complete all of the fields, including the First Payment Date, tick the ‘Confirm’ check box and then click on the ‘Confirm’ button. You have now successfully set up your payment and your payment schedule will have been calculated. Please see ‘View Payment Schedule’ for more information on this. The first payment of a DPP must be made within 42 days of the date of approval. If the first payment is due and there is not sufficient time to set up any of the payment methods detailed above, you can choose to make your first payment by way of a card payment. Further information on how to do this can be found at the ‘Pay Online’ section.

6.2 View Payment Schedule To view your calculated payment schedule click on the ‘Payment Schedule’ link from the menu on the left hand side of the screen:

This will take you to the payment schedule page which shows you your full payment schedule as well as:

Remaining Debt Number of Regular Payments Instalment Amount Final Payment Amount

6.3 Pay Online 6.3.1 Pay online – scheduled payment Once a DPP has been approved the first payment must be made within 42 days of the date of approval. If the first payment is due and there is not sufficient time to set up a Direct Debit, Standing Order or other method of payment, you may choose to make your first payment by way of a card payment. This can be done on the payment schedule page. If the option is available to pay online you will see the following hyperlink on a scheduled payment date:

When you click on the link you will be taken to another screen where you should enter the amount you want to pay and then click ‘Pay’

You will then be taken to a ‘WorldPay’ secure payment page where you should check the amount you are wanting to pay and then select your payment method:

You should complete all of the information requested and click on ‘Make Payment’:

When complete, the Payment Schedule will be updated with the received amount that has been paid. 6.3.2 Pay online – ad-hoc payment If you want to make an additional payment to your DPP that is not scheduled you can make an ad-hoc payment to your case. To do this, click on ‘Pay Ad Hoc Payment Online’ from the menu at the left hand side of the your DPP screen:

When you click on the link you will be taken to another screen where you should enter a description and the amount you want to pay. Then click ‘Pay’:

You will then be taken to a ‘WorldPay’ secure payment page where you should check the amount you are wanting to pay and then select your payment method:

You should complete all of the information requested and click on ‘Make Payment’:

When complete, the Payment Schedule will be updated with the Ad Hoc Payment you have made. Ad Hoc payments are shown at the bottom of the Payment Schedule.