> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.uportal360.com/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ - Credit, Approval, and Verification

## Credit, Approval & Verification FAQ

This FAQ consolidates the most common questions about credit, approval, and verification into one place. Each question links directly, so you can share a specific answer with a colleague.

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## How is credit pulled? Is it a hard or soft inquiry?

Credit inquiries are run through **TransUnion**. In most cases the inquiry appears as a **hard inquiry** on the consumer's credit report.

The exception is certain loan programs in the medical industry, some of which are set up to use a **soft credit pull**. Whether a given program uses a hard or soft pull depends on the program configuration.

This is dependent on your finance program, please contact [sales@ugafinance.com](mailto:sales@ugafinance.com) for details.

***

## Can a hard credit pull be removed?

It depends on why the credit was pulled:

* If the consumer's credit was pulled **as part of their application** , the inquiry will **not** be removed.
* If the consumer's credit was pulled **in error** , the consumer can request to have it removed.

> **Important:** Removal requests involve credit-reporting obligations. Submit the request through the Client Success Team rather than advising the consumer on the dispute process yourself.

***

## A consumer has a high credit score but wasn't approved for much. Why?

Creditworthiness is based on the credit score **and** a range of other factors. These include, but are not limited to:

* Open or active bankruptcies
* Credit counseling
* Debt to income ratio
* Past-due accounts
* Open collections accounts

Together, these factors determine the tier a consumer falls into, which in turn affects how much they're approved for and whether their account is **serviced** or **purchased** by UAS.

If you have questions regarding your finance program’ underwriting, please contact BLANK COME BACK

***

## Can a consumer be approved and then declined later?

Generally, no. Once a credit decision is given, it does not change.

The exceptions are issues related to **fraud** or a **bankruptcy filing**, which can affect a decision after it has been made.

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## What happens if a consumer has a credit freeze?

If a consumer has placed a freeze with a credit bureau, the application process **stops** until the freeze is lifted.

The consumer is shown the name of the relevant credit bureau along with the contact information and web links needed to resolve the freeze. Once the freeze is lifted, the application can be reprocessed.

For a TransUnion freeze: [transunion.com/credit-freeze](https://www.transunion.com/credit-freeze),
or **(833) 395-6938** — the consumer should say **"Lift a Freeze"** at the automated menu to reach
the right option. Confirmed with TransUnion 2026-09-22.

Only the consumer can lift a freeze. Send them to
[If your credit file is frozen](https://faq.universalaccountservicing.com/applying/credit-freeze)
for the steps.

> **Note:** Bureau contact details change without notice. Re-confirm before publishing them
> anywhere new.

***

## How do we proceed with a consumer who doesn't have a Social Security number?

UGA requires a social to qualify.

UGA does not accept ITINs

> **Important:** SSN handling is sensitive. Never collect, store, or transmit a consumer's SSN outside uPortal360 or an approved secure channel.

***

## How do I know if a consumer has completed their online verification?

A dedicated report shows the online-verification status of all consumers. For details on running and reading it, see the **Online Verification** report guide *(link once published)*.

> **Important:** You must have the **Online Verification** report set access. If you're not sure whether you have it, contact your User Manager.

***

### Related articles

* Online Verification *(report guide)*
* Consumer Online Verification
* Purchased vs. serviced contracts
* Resolving Pending Applications
* Consumer Complaints
* Help & Contacts

*Last reviewed: July 2026*