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 the troubleshooting steps below to verify that the customer's credit monitoring account is active, accessible, and properly connected inside the software.

This guide is divided into two sections:

• Part 1: General troubleshooting steps that apply to most credit monitoring providers.

• Part 2: Credit monitoring provider-specific setup and troubleshooting.

Before You Begin

• Customer has been added to Client Dispute Manager.

• Customer has an active credit monitoring account.

• Credit monitoring credentials are available.

• Customer has generated a current 3-bureau credit report.

Note: Signing up through an affiliate link does not automatically create a customer inside Client Dispute Manager.

Part 1: General Credit Monitoring Troubleshooting

These troubleshooting steps apply to most credit monitoring providers that use standard login credentials.

Credit Monitoring Providers that use Standard Login Credentials are:

• SmartCredit

• IdentityIQ

• MyscoreIQ

• Privacy Guard

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: Verify Account Is Not Locked

Unlock the account if necessary and update any changed password.

Step 4: 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 5: 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 6: 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 7: 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.

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

• Account not locked

• Correct plan

• For MyFreeScoreNow: confirm whether the client token was generated

• For SmartCredit Passwordless: confirm whether the API Key and Secret Key were updated

• Manual Import attempted
  
  Click here to learn how to reach Support.

Part 2: Credit Monitoring Provider-Specific Requirements

Some credit monitoring providers require additional setup or offer alternative import methods.

IdentityIQ

Manual Import (Alternative to Quick Import)

If Quick Import is unavailable, IdentityIQ credit reports can be imported manually using the downloaded HTML report.

Manual Import is available from:

• Credit Analysis

• Credit Analyzer

• Import Credit Report

• Tracking (Check New Updates)

• Paper Deletion Estimate

👉 Helpful Article: Manually Import IdentityIQ Credit Report

MyScoreIQ

Manual Import (Alternative to Quick Import)

If Quick Import is unavailable, MyScoreIQ credit reports can be imported manually using the downloaded HTML report.

Manual Import is available from:

• Credit Analysis

• Credit Analyzer

• Import Credit Report

• Tracking (Check New Updates)

• Paper Deletion Estimate

👉 Helpful Article: Manually Import MyScoreIQ Credit 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: How to Generate a MyFreeScoreNow 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

    

Troubleshooting SmartCredit Passwordless

If SmartCredit Passwordless has already been set up but you are unable to access or import a customer's credit report, check these three common issues.

API Key or Secret Key Is Incorrect

SmartCredit Passwordless requires a valid API Key and Secret Key. The connection can fail if either key—or both keys—are incorrect.

Double-check the keys saved in the software. If necessary, generate new keys and copy and paste them carefully into Client Dispute Manager.

Customer Email Address Is Not Found

The customer's email address must be associated with your connected SmartCredit Passwordless account.

Verify that the email address saved for the customer in Client Dispute Manager matches the email associated with the customer in SmartCredit. Also check for spelling errors or a different email address being used.

Customer Does Not Have a 3-Bureau Credit Report

SmartCredit Passwordless requires the customer to have access to a 3-bureau (3B) credit report for the report to be imported successfully into Client Dispute Manager.

If the customer does not have the correct 3-bureau report or plan, the Passwordless import may fail.

Recommended Steps

1. Check the customer's SmartCredit account.

2. Confirm that the customer has access to a 3-bureau credit report.

3. Make sure all three bureaus—Equifax, Experian, and TransUnion—are available.

4. If the customer does not have the required 3-bureau report, have them contact SmartCredit or update their account as needed.

5. Once the 3-bureau report is available, try importing the credit report again.

    

Customer Has an Unsupported SmartCredit Status

The Passwordless connection may fail if the customer's SmartCredit status is:

Registrants, Suspends, Closed-Pending, or Closed.

Check the customer's status in SmartCredit. If one of these statuses is displayed, the SmartCredit account will need to be addressed before attempting to use Passwordless again.

Once you have checked these items, try accessing or importing the customer's credit report again.

👉 Helpful Article: SmartCredit Passwordless Setup

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

Special Case: SmartCredit Report Still Will Not Import

If the customer has an active SmartCredit account and a plan that includes a 3-bureau credit report, but the report still will not import, check the following:

• Confirm the customer can log in to SmartCredit.

• Confirm the full credit report opens normally.

• Confirm the customer's plan includes a 3-bureau report.

• Complete the other SmartCredit Passwordless troubleshooting steps.

If everything looks correct but the report still will not import, have the customer contact SmartCredit Customer Service and ask them to verify that the full credit report is available and working properly.

Once SmartCredit resolves the issue, try importing the report again in Client Dispute Manager.

No Error Message Appears

If all troubleshooting steps have been completed and no error message appears, contact Support for further investigation.

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.