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Our credit and title are both fully integrated with the 3rd party provider (FNI) who processes these credit checks.  These will both run automatically when the credit is run and is typically almost instantaneous. The two areas where support may be called is in the event of a “no match” or “error”. 

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  • For example, to see if it’s an integration or webhook issue, DataDog is the most useful tool: Datadog

  • Or if you see an error code, you can search Sentry (Rick add new SOP link)

  • If that doesn’t work, and you don’t see any other reason for the error, reach out to you co-workers or enter a slack (with all relevant information) on the #SoftwareSupport channel

  • Samantha Lieberman is a SME on the Qualification phase and may also be able to help

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  • First, have the installer ask the homeowner if they entered their social security number. If they did not, ask them to enter it and re-run credit. In most cases, this will fix the issue.

  • Another possible issue is that the homeowner mistyped something on the credit app - ask them to check for typos

  • If the homeowner entered a social security number, and there are no typos, but FNI is still unable to verify credit, the next step is to ask the homeowner to call Experian customer service for further assistance at: 888-397-3742

Credit application declined

If a customer calls in an inquires why their application was denied, reply:

Thank you for your recent credit application. Your request for Solar Financing with Everbright, LLC was carefully considered. The credit criteria include a combination of credit score and additional requirements including mortgage, debt delinquency, bankruptcy, income (DTI) and other factors. The customer should have received an adverse action email from EverBright LLC. We would be happy to reconsider this credit application, if a co-applicant is added to the contract.
For any additional questions, please contact the EverBright Credit and Title Support team at 1-833-830-0475, option 2.

Thank you,