My applicant has lifted the freeze on their credit file. How can they proceed if we cannot reach customer service?

If your applicant has confirmed that the freeze has been lifted from their credit file with Experian, the on-screen instructions ask them to contact customer support to receive a new, refreshed link. However, if it is after hours and time sensitive you can send a new order from your account, after the freeze has been lifted, so that the applicant can proceed.

 

To do so, simply click the SCREEN button to create a new order. Include everything that was in your first order to the applicant, even a rental application if that was in the first order. Continue as usual through the order form, and pick the applicant's name from the drop down menu; do not create a new applicant as this will result in a duplicate applicant in your account. Send the order.

 

Your applicant can proceed from this refreshed link.