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 birth date provided is correct. If it's 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 Equifax's 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 or ID is lost or 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 to 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 reason #1 and reason#2 above doesn'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, contact us and we can assist you with resetting your account.