If you can't get your credit score

Updated 19 Aug 2020

Under certain circumstances, it may not be possible for us to get your credit score from Experian. This is typically because we were not able to find a match credit score profile in their system.

These are some of the common causes for this problem.

Incorrect personal information

While there is a some in-built tolerance, if the data being entered is incorrect, we will not be able to find a matching credit score profile. Check to make sure that you entered all your personal information correctly.

Experian downtime

In order to maintain a quality service, Experian will occasionally perform maintenance on their servers. During these periods of downtime—which are typically during the night at the weekend—we will be unable to retrieve any credit scores.

Your credit file doesn't exist

If your personal information is correctly entered, and you still can't get a score, it's possible that you simply don't have an active credit file on the database, or that there's not enough information in your file on which to base a calculation. In this case you may need to request your full credit report.