There are a few reasons why you could be seeing a failed dashboard.
1. Your Borrowell profile information you signed up with doesn't match what Equifax currently has on file for you.
Please review your Borrowell profile to ensure that your name, address, and date of birth are correct. If they are correct, please contact Equifax directly at 1-866-828-5961 to ensure that they also have your correct name, date of birth, address, etc.
Any mismatch of information between your Borrowell profile and your Equifax file will prevent Equifax from verifying your identity and showing you your credit score/report.
Once you've updated your information either with us or Equifax, please contact us to let us know so we can reset your account.
2. There is a consumer alert, a fraud victim indicator warning, or a wallet/ ID is lost/stolen warning on your Equifax credit report.
If there is an alert or warning on your file, Equifax will not give us identity verification questions to present to you or allow you to pass the identity questions even if you're answering them correctly. To find out if there is an alert on your file, you can contact Equifax Canada at 1-866-828-5961.
If there is an alert or warning in place, we suggest keeping it on your Equifax file for your security. However, if you wish to proceed, please contact us once it is removed and we can help you try again to verify your account.
3. You answered your identity verification questions incorrectly.
If you answered Equifax's security questions incorrectly, we can help to reset your account once more for you to try again. However, before we reset your account, please ensure that the information mentioned in the reasons above don’t apply to you.
If your Borrowell information doesn't match what Equifax has on file for you, or if you currently have an alert or warning on file, you won't be able to successfully see your credit information even if you answer your questions correctly upon reset.
For security reasons, we have limited resets for identity verification. Once you've confirmed your information matches and there is no alert, please contact us and we can assist you with resetting your account.
4. Failed Phone Verification
Kindly note that phone number verification is our alternative identity verification process if you fail to pass the identity verification questions. Currently, we do not support a few mobile phone service providers. Our team is working to develop an alternate method of identity verification.
If you were not successful at passing either, then chances are there may be some discrepancies between what is on your Borrowell account and what Equifax has on file for you