Credit Monitoring Troubleshooting Checklist

Overview

Use this checklist when a customer’s credit report is not importing, the credit monitoring connection is not working, or the software cannot access the customer’s credit report.

Before contacting Support, review each step below to make sure the customer’s credit monitoring account is active, accessible, and properly connected inside the software.

Step 1: Confirm the Client’s Credit Monitoring Credentials Are Saved

The software needs the client’s credit monitoring login details before it can import the credit report.

Make sure the following information is saved:

• Username

• Password

• Last four digits of SSN or secret word

• Credit monitoring company
   

Where to Check the Credentials

Go to:

Customers → Click Customer Name → Customer Information Screen → Credit Monitoring Button

From there, open the credit monitoring popup and review the saved login credentials.

To Update the Credentials

1. Click Edit

2. Enter or update the login information

3. Click Save

For Myfreescorenow specific requirements click here.

For SmartCredit Passwordless Feature click here.

Step 2: Test the Login Directly With the Credit Monitoring Company

Use the same login credentials saved in the software and try logging in directly to the credit monitoring provider’s website.

For example:

1. Go to the credit monitoring providers website and login as a consumer

2. Enter the saved username and password

3. Confirm you can log in successfully

This helps confirm whether the credentials are correct.

If you cannot log in directly, the software will not be able to import the credit report.

Step 3: Check for Account Popups After Logging In

After logging in to the credit monitoring account, check for any popups or account notices.

Examples include:

• Billing update popup

• Payment issue popup

• Account verification popup

• Security confirmation

• Any message that requires the client’s attention

These popups can block the software from reaching the credit report and importing the data.

The client must clear or complete any required notice inside their credit monitoring account before trying again.

Step 4: Confirm the Client’s Billing Is Current

If the client’s credit monitoring billing needs attention, the credit report may not open.

Check for:

• Failed billing

• Expired card

• Required payment update

• Suspended credit monitoring account

If there is a billing issue, the client must resolve it directly with the credit monitoring company before the software can import the report.

Step 5: Confirm the Credit Report Opens Manually

After logging in to the credit monitoring account, try to open the client’s credit report manually.

This confirms that the report is available and accessible.

If the report does not open inside the credit monitoring account, the software will not be able to import it.

Step 6: Confirm the Client Has the Correct Credit Monitoring Plan

The client must have the correct credit monitoring plan for import.

Make sure the client signed up for a 3-bureau credit report.

The client should not be on a plan that only provides:

• 1 bureau

• Limited report access

• No full 3B report

If the client is on the wrong plan, they may need to update their credit monitoring subscription before importing the report.

Credit Monitoring Specific Requirements

Some credit monitoring providers require additional setup before the software can import the report.

MyFreeScoreNow: Client Token Required

If the client is using MyFreeScoreNow, a client token is required.

The report import may fail if:

• The MyFreeScoreNow token has not been added to the software

• The current token is no longer working

Recommended Steps

1. Confirm the client is using MyFreeScoreNow

2. Generate the client token from your MyFreeScoreNow Affiliate Dashboard or the client’s MyFreeScoreNow account

3. Add the token inside the software under the Credit Monitoring Credentials pop-up

4. Try importing the report again

If a client token was already generated, try generating a new token and adding the updated token into the software.

Helpful Article: Click here to learn more about the client token.

SmartCredit Passwordless: API Key and Secret Key Required

If you are using the SmartCredit Passwordless feature, make sure the API Key and Secret Key are properly set up.

Recommended Steps

1. Confirm the SmartCredit Passwordless feature is already set up

2. Double-check that the customer email address in Partner Hub matches the customer email address in the software

3. Generate new keys if needed

4. Copy and paste the API Key and Secret Key carefully

5. Save the updated keys

6. Try importing the report again

Helpful Article: Click here to learn more about the Passwordless Feature.

Additional SmartCredit Account Issues

The software may not import a SmartCredit report if any of the following conditions exist:

• The customer’s SmartCredit subscription has not been paid

• The customer has not ordered or generated a credit report in their SmartCredit account

• The SmartCredit account displays “Credit Score Cannot Be Calculated”

Recommended Steps

1. Verify that the customer’s SmartCredit subscription is active

2. Confirm that the customer has successfully ordered or generated a current credit report

3. Check whether the account displays “Credit Score Cannot Be Calculated”

4. If any of these issues exist, instruct the customer to resolve the issue directly inside their SmartCredit account

5. Try importing the report again after the issue is resolved

When to Contact Support

If you have completed all checklist items and the report still will not import, contact Support for assistance.

Please include the following information:

• Customer name

• Credit monitoring provider

• Screenshot of the error message

• Confirmation that the login works directly with the provider

• Confirmation that the credit report opens manually

• Confirmation that billing is current

• Confirmation that the correct 3-bureau plan is active

• For MyFreeScoreNow: confirm whether the client token was generated

• For SmartCredit Passwordless: confirm whether the API Key and Secret Key were updated
  
  Click here to learn how to reach Support.

Best Practices

• Always test the credit monitoring login directly before importing

• Make sure the client’s credit monitoring billing is active

• Confirm the credit report opens manually inside the credit monitoring account

• Use a full 3-bureau credit monitoring plan

• Clear any popups, billing notices, or verification prompts

• Keep usernames, passwords, tokens, and keys updated in the software

Following this checklist will help resolve most credit monitoring import issues before submitting a support request.