This article explains how the Experian credit report consent process works end-to-end in Smartr365, from the adviser sending the request to the credit report becoming available.
Overview
Before an Experian credit report can be run for a client, the client must give their explicit consent. This is a two-step process: the adviser sends a consent request, and the client must actively accept it in the HomeBuyer portal. Simply receiving the email is not sufficient — the client must log in and click Accept.
End-to-End Process
Adviser sends the consent request: In the case, navigate to Fact Find > Credit History (or the Experian section). Click Send Consent Request. An email is sent to the client.
Client receives the email: The client receives a notification email explaining that their consent is required for a credit report. The email includes a link or instructions to log in to the HomeBuyer portal.
Client logs in and accepts: The client must log in to the HomeBuyer portal and navigate to the consent notification. They must click Accept to grant consent. Merely reading the email or opening the portal without actively accepting does not register consent.
Credit report becomes available: Once the client has accepted, the credit report can be run in Smartr365. This typically becomes available shortly after the client accepts — refresh the case if it does not appear immediately.
Common Issues
Client says they received the email but the consent still shows as pending: Confirm the client has actually logged in to the HomeBuyer portal and clicked Accept — not just read the email. Guide them through the portal login and acceptance steps if needed.
Consent email references a different case: See the related article on resending Experian consent to the correct case.
Client cannot log in to the HomeBuyer portal: Resolve the login issue first (see HomeBuyer portal login guides), then have the client return to complete consent acceptance.