Resolving Pending Applications

Credit applications can stop part-way through, either because the credit report could not be retrieved or because the identification check needs more from the applicant. A pend is not a decline. We only pend applications that otherwise meet the finance program’s criteria for approval. Telling a consumer their application is “held up” rather than “being reviewed for approval” costs you sales that would have closed.

​

What the consumer sees, and where to send them

If none of those clear it, the consumer calls UAS. That is the last step, not the first — an application routed to a phone call before the self-service options have been tried takes longer to resolve, not less.

​

Application data validation

These happen before any identity check. Nothing about the applicant has been assessed yet.

​

Credit freeze

The consumer has placed a freeze with a credit reporting agency, which prevents the credit inquiry. The screen shows them the agency’s name, phone number and website. Resolution: the consumer lifts the freeze with the agency. It can be lifted temporarily rather than removed. For TransUnion: transunion.com/credit-freeze, or (833) 395-6938 — callers should say “Lift a Freeze” at the automated menu to reach the right option.

​

No Hit

Returned when a credit report cannot be found for the application data. Resolution, by the consumer:

1. Review the application and confirm every field is accurate — full legal name, not a nickname.
2. Add the full Social Security Number if only part was given. This is the most common fix.
3. Optionally add a previous last name or previous address, which are used to find the file without changing what is on the application.

​

Second No Hit

If no valid credit report is returned after the data has been corrected and resubmitted, the application can no longer be resolved on the screen. Resolution: the consumer contacts UAS. They may be asked to upload a current photo ID so the data can be compared, and to confirm with the credit bureau that the details held there are current. UAS can review and reset the application.

​

PEND (Pending Applications)

A pend is set when there is a concern about fraud or about Know Your Customer identification requirements. Some pends the consumer clears with knowledge-based authentication or by correcting mismatched data; others need documentary identification sent to UAS.

​

Fraud

A fraud indicator on the credit report asks for confirmation that the applicant authorized the inquiry. Where a contact phone number is on file with the bureau and matches the application, this often clears on its own. Resolution: the consumer confirms the number they have on file with the bureau, or answers KBA questions.

​

Identity Verification

As part of the Customer Identification Program (CIP), a vendor validates that the application data matches the consumer’s identification. If it does not return a high-quality match, the application pends with a reason of Identity Verification. Resolution: the consumer answers knowledge-based authentication questions, drawn from the state that issued their tax ID, phone numbers associated with them, and zip codes they have lived in. At least three questions are asked and no more than one may be answered incorrectly. Some consumers cannot be asked KBA questions at all — there is not enough record data to generate them — and go straight to documentary identification. That is not a failure on their part and does not affect the application.

​

Unresolved Data Mismatch

Self-service resolution failed, or the identification service requires documentary identification. Resolution: only UAS can clear this. The consumer uploads a current government-issued photo ID — state-issued driver’s license or identification card, U.S. Passport, U.S. Resident Alien or Green Card, or U.S. Military ID. A driver’s license needs the back as well as the front, because the barcode is what is read.

​

Self-service PEND resolutions

The screens below are what the consumer sees. They are here so you can recognize what a consumer is describing on the phone.

​

Credit freeze

​

No Hit

The consumer verifies their birthdate and enters their full SSN. If their last name or address changed recently they can enter the previous value, which is used to find the correct credit report while the current values stay on the application.

​

KBA questions

Samples of the knowledge-based authentication questions.

​

Unresolved Data Mismatch

The consumer is prompted to call UAS, and can upload documents from the same screen.

​

How applications end

An expired application may receive a Statement of Credit Denial, Termination, or Change (SCDTC). That is not the same as a decline — no credit decision was reached.

​

API statuses

Each state above has a corresponding API status. The full response payloads, the terminal statuses, and guidance on handling them are in Credit Application Statuses.