Troubleshooting Blank or Failed Credit Report Pulls

Overview

If a pulled credit report shows no creditors or a pull fails, follow the steps below to identify and resolve common causes.

Common causes

• Temporary issue with the credit report provider (CRS).

• Network or API communication error during the pull.

• Missing required client data or a formatting issue.

• Transient system error that is resolved by retrying.

Step-by-step troubleshooting

1. Confirm status: Check the dashboard for a "completed" step or any error messages associated with the pull.

2. Retry the pull: Attempt to pull the credit report again from the client workflow - in the credit report step, in the kebab options you should be able to re-pull the credit report. A red link under the card: "Credit report pull failed — click for details" → dialog with the CRS error → Retry button, which reopens the pull modal.

3. Check client data: Ensure all required client fields (name, SSN, DOB, etc.) are present and correctly formatted.

4. Wait and retry: If the provider had an outage, wait a few minutes and try again—transient CRS issues are often resolved quickly.

5. Contact support: If retries fail, collect the client ID and timestamp of the failed attempts and contact support so we can reach out to CRS and investigate.

When we investigate

• We will check logs and verify communication with CRS.

• If CRS had an issue, we will request an urgent reprocess and notify you when reports are available.

Tips

• Try pulling for another client to confirm whether the issue is account-specific or system-wide.

• Keep a screenshot or note of any error messages to share with support.

Need more help?

Contact support with the client account and timestamps of failed pulls so we can escalate to CRS.