Products and Services

Technical Support Questions

Common Underwriting System Errors

Common LOS Errors

Advantage Online Errors

Fannie Mae Desktop Originator, Desktop Underwriter,
and Other 3rd Party Systems

When submitting to an automated underwriter, I am getting "credit agency error 1 - Your account number and /or password is invalid."

• Verify the following to resolve this error.
• Select Credit Agency Advantage Credit International 036
• Use your Fannie Mae account number starting with 36-
• Correct Fannie Mae password issued by ACI, all capital letters.
• If you are unsure of your password, Log in to Advantagecredit.com with you Advantage Credit Account number and password. Click the settings tab and your name, if listed. Your Fannie Mae log in information will be displayed on that page. Otherwise, contact your account administrator.
• If you are the account administrator call and still need help, please call 1-800-600-2510.

When submitting to an automated underwriter, I am getting "Agency Error 40 or 41" telling me one of the following: "No data from affiliate, General Failure, Invalid Response, or Connection is dropped/lost"

Verify the following to resolve this error:

• Resubmit once more.
• Make sure you are using an unaltered credit report. Updated or altered reports are not acceptable to an automated system because the data does not match the original credit file. This includes removing or swapping borrowers.
• Underwriting application must match the credit report information exactly, including the borrowers names, socials, and other identifying information. As well as the position of the co borrower and borrower. (No swapping.)
• Credit report must show data from all three credit bureaus. Additionally, some lenders will accept reports missing a credit score and some will not. Please check with your lender for requirements.
• Check the age of the report. Some lenders will accept a report up to 120 while others will only accept report up to 90 days. Check with your lender for requirements.
• Make sure the reference number being used is the Advantage Credit report number.

When submitting to an automated underwriter, I am getting another error that does not state "credit agency error"

• This is an Underwriting system error. Please contact technical support for the system you are utilizing.

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Freddie Mac and FHA

When submitting to an FHA underwriter, I am getting an error that states "Borrower Mismatch"

• Make sure you are using an unaltered credit report. Updated or altered reports are not acceptable to an automated system because the data does not match the original credit file. This includes removing or swapping borrowers.
• Underwriting application must match the credit report information exactly, including the borrowers names, socials, and other identifying information. As well as the position of the co borrower and borrower. (No swapping.)
• Credit report must show data from all three credit bureaus. Additionally, some lenders will accept reports missing a credit score and some will not. Please check with your lender for requirements.
• Check the age of the report. Some lenders will accept a report up to 120 while others will only accept report up to 90 days. Check with your lender for requirements.

When submitting to an FHA underwriter, I am getting an error that states "Subscriber (sub) not correctly set up" or "Merged credit report order error."

• Enter 4 digit branch code provided by Advantage Credit.
• Select FIS, LSI, or Fidelity National as a Credit Agency.
• Still not working? If you are an administrator of your account, call tech support to setup your account or obtain your branch code.

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Calyx Point

When attempting to order or retrieve a report through Calyx Point, I am getting an Error Number 1 that states "Invalid Customer ID, Username, or Password"

• In most cases, this error is resolved by retyping your account number, username, and password when requesting a credit report or retrieving an updated report. Even if your LOS saves your information, retyping usually resolves credit agency issues.
• Also, be aware that if you've changed your password in AO you also have to change it in the LOS.

When attempting to order or retrieve a report through Calyx Point, I am getting an error that states "Credit card information not entered but user is required to pass it."

• Your username is set to require a credit card at the time of order. Please enter a credit card on the credit report order screen.
• If you believe this to be an incorrect setting for you, please contact your system administrator.
• If you are the system administrator, log in to AdvantageCredit.com and click the settings tab. From there, you can uncheck "Require credit card at the time of order".
• If you do not see this option or desire further assistance, please contact us at 1-800-600-2510.

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Encompass

When attempting to order or retrieve a report through Calyx Point, I am getting an error that states "Credit card information not entered but user is required to pass it."

• Your username is set to require a credit card at the time of order. Please enter a credit card on the credit report order screen.
• If you believe this to be an incorrect setting for you, please contact your system administrator.
• If you are the system administrator, log in to AdvantageCredit.com and click the settings tab. From there, you can uncheck "Require credit card at the time of order".

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Advantage Online - Trouble Logging In

I am seeing a message regarding "too many failed log in attempts".

• This message is due to an invalid password being submitted too many times for your username. To resolve this issue, simply click the "forgot username or password" link directly below the log in fields to reset your password.

I am seeing a message telling me to "contact Financial Services".

• This message may be generated for many reasons. Please have an account administrator contact our Financial Services department immediately at 1-800-600-2510.

When I log in, I am taken immediately to the billing tab of my account and am unable to access other features.

• This simply means that we need to receive a payment from you in order to allow you full access to your accounts ordering features. Making a payment should resolve the issue. If you have made a payment and are still unable to log in, please call our Financial Services department at 1-800-600-2510.

I am seeing a message telling to "contact the Customer Activations department".

• This message is typically generated when we need updated documentation from an account administrator. Please contact our Customer Activations department immediately at 1-800-600-2510.

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Advantage Online - Unable to View Credit Reports

Why is the screen is blank when I attempt to view a credit report?

• In most cases, you will need to update your Adobe Acrobat reader.
• We recommend that you first close all windows and uninstall your current version first.
• You can download the newest version by going to http://www.adobe.com/products/acrobat/readstep2.html.

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