Overview

When new customer accounts are enrolled, the error There were no questions returned from Identity Check is seen for those customer accounts on the CSR interface under Request for Service > Request for Service Search and finding those newly enrolled customers.

Solution

This issue occurs when a new customer is enrolled, the CIS application sends an Identity Check to Experian and Experian (rather than sending the Identity Check questions) gives the error Experian could not locate ID. Failed to get questions. No tracking number received from Experian.

Incorrect Experian password is the root cause of this issue. So, in order to update this password, open a Support ticket and share the password that should be updated for the corresponding username (Aurea user).  The Support Team will let you know once the passwords have been updated and after that, the new customer enrollments should succeed.

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