Help Desk

CreditKind lets you offer prequalified loan offers directly from your own website, online banking, or a QR code in the branch. A member answers a few quick questions, we run a soft credit check on your behalf, and they see real offers built from your own rates and lending rules — with no impact to their credit.

They're the same product. PrequalDirect was the original name and CreditKind is what we call it now. You'll still see the old name in a couple of places in the console while we finish updating it — nothing about your setup changes.

Quite a lot: which products you offer, your rules, tiers and rates, your disclosures, your membership eligibility wording, how long a prequalification lasts, whether you collect documents, and your branding — logo, card artwork, the description members see, and your colour.

Prequal Marketplace is when someone finds your offer inside a partner app or website rather than in an email from us. They're browsing, they decide to check what they might qualify for, they give consent, and we run a soft credit check that doesn't affect their score. If they meet your criteria they see your offer right there. It is a prequalification, so the final lending decision is still entirely yours.

Marketplace covers two of them: Prescreen, which is the email campaigns our publishing partners send out, and Prequal, which is when someone finds an offer inside a partner app like LendingTree. CreditKind is the third — the same prequalification experience, but distributed by you, on your own channels.

It's worth separating three things rather than two, because "Marketplace" covers two different products. Prescreen is our email campaigns — those are firm offers of credit, on a monthly cycle with caps and geographic eligibility. Prequal Marketplace is when a member finds you inside a partner app; that's a prequalification, but still on our campaign cycle. CreditKind is the one you distribute yourself: no blackout, no caps, membership by asking the member to confirm they're eligible, and a prequalification rather than a firm offer.

The Marketplace works well, but it doesn't always give you the local coverage you want. CreditKind lets you take what you've already built with us and put it into your own marketing — your website, your online banking, your branches — so you're reaching your own community directly.

Our publishing partners do. They hold the audience, they send the email, and your offer appears inside it — Experian is by far the largest, and LendingTree is the other one we name regularly, with several smaller partners alongside them. Your brand isn't exposed in the email itself; your logo appears once someone clicks through to view the offers they've been approved for. And the audience stays with the publisher — those lists are never shared with us or with you.

No — publisher selection isn't something we offer credit unions, and we'd rather say that plainly than leave you expecting it. Your offers go to the network as a whole. If there's a specific partner you have a concern about, tell your Union Credit contact which one and why, and we'll take it to our team. It's a fair thing to raise and not something you have to accept quietly.

Want this built? Ask for it under Enhancement request

There are three ways a lead can reach you and they're billed differently. A prescreen lead from a publisher email is billed per lead. A prequal lead from a partner app is also billed per lead. CreditKind is not billed per lead at all — that's your annual licence, whether it sends you one application or a thousand.

LendingTree in-app is the placement we can point to today, and our own brand, Further, also carries prequalified offers. There are other placements in our plans, but we won't name partners before they're live. Ask your Union Credit contact for the current list in writing before you reference it anywhere.

Underneath they're the same experience — same forms, same soft credit check, same prequalification, and neither one is a firm offer. What differs is who distributes it and how it's governed. Prequal Marketplace is us putting your offer in front of someone inside a partner's app: it runs on our monthly campaign, it has caps on how many offers can be accepted, and you're billed per lead. CreditKind is you distributing the same thing on your own channels: no campaign, no blackout, no caps, and an annual licence instead of per-lead billing.

Both sit inside Marketplace, and the difference is how the member arrives and what they're being handed. Prescreen is us and the bureau selecting people in a batch, with a publisher emailing them a firm, preapproved offer. Prequal is someone browsing a partner app, choosing to check for themselves, and consenting to a soft credit check — and what comes back is a prequalification that's still subject to your underwriting. Same campaign, same caps, very different offer.

Before we lead anyone down the prequal path we check the address we've been given against the field of membership of the credit unions offering prequalified offers. If nobody covers where they live, we don't offer them the path at all — and if they start it and fail that check, the process ends there and they're told we don't yet have a credit union serving their area. That gate is specific to this channel: CreditKind instead asks the member to confirm they're eligible, and prescreen filters on geography at the point offers are generated.

Credit cards and personal loans, plus the vehicle range — new and used auto, motorcycle, RV, boat, ATV and watercraft. Auto refinance, short-term loans and checking can't be offered as primary products, though checking can be attached to a loan.

Not today. It's designed and in testing, but no credit union is live with it on CreditKind yet and it isn't in the next release. We don't have a date we'd want you to plan around — ask your Union Credit contact for current timing before you build it into anything.

Want this built? Ask for it under Enhancement request

Not yet. A signed-in version that works inside online banking is the next major piece of work for CreditKind, but it isn't built and there's no date worth planning around. Today the way to reach members inside online banking is a link or QR code.

Want this built? Ask for it under Enhancement request

Not today. There's planned work for a version your staff could run on a member's behalf — looking someone up and walking them through it — but it isn't built yet.

Want this built? Ask for it under Enhancement request

Not today — we don't hold a member file, so offers are built from bureau data. What CreditKind does is let you reach your members directly, because you control where the links go. Importing member data is on our roadmap but isn't available yet.

Want this built? Ask for it under Enhancement request

For home equity we use bureau mortgage data to screen — how long the mortgage has been open, whether there's an existing line — and then calculate combined loan-to-value once the member activates and gives us the home value.

Not everything you run in prescreen can be offered as a prequalification. Auto refinance, short-term loans and checking can't be set up as standalone prequal products — checking can only ride along as an add-on once someone has taken a loan or a card. Credit cards, personal loans, auto and home equity are the core of it.

Need this changed? Raise a ticket under Product change

For CreditKind, three subscriber codes — Prefill, Prequal and TruValidate — which you get directly from TransUnion. We make the introduction and request them on your behalf, and we'll set you up on temporary codes in the meantime so credentialing never holds up your build. If you're only running with us on the Marketplace side, you don't need any of this — those campaigns run on our subscriber codes.

How the TransUnion step runs

1. We send your signer's name to TransUnion once your agreement is in place.
2. Your TransUnion representative contacts you to book a meeting covering the Prefill, Prequal and TruValidate agreements.
3. Build and launch on the temporary subscriber codes we have set you up with. Credentialing does not hold up your configuration.
4. When your own three codes come through, send them to your Union Credit contact to replace the temporary ones.

You don't have to solve that before you start. For your CreditKind pilot you can run on Union Credit's subscriber codes, which are already set up in your console and are a more economical option while you work through the TransUnion agreements. Worth knowing the codes only come into it for CreditKind — your Marketplace campaigns run on ours permanently.

For CreditKind: you'll get a welcome email with a short product form, we introduce you to TransUnion for credentialing, and we build your account while that's underway. Then there's a kick-off, a session on your credit setup, a session where we build your first links and QR codes together, and a check-in about thirty days after you launch. Marketplace onboarding runs differently — no TransUnion credentialing, and it's paced by the monthly campaign calendar instead.

Most credit unions have taken somewhere between eight and eleven weeks from welcome email to launch. The two things that set the pace are TransUnion credentialing and getting your rate sheets and disclosures over to us — if those move quickly, so does everything else.

We need your product form and rate sheets, your lending rules, your disclosures, the names and emails of everyone who needs console access, your membership eligibility wording, and your marketing assets — logo, card artwork and a short description of your credit union. If you're connected to a loan origination system, we'll also need your loan purpose codes. Your Union Credit contact can send you the full checklist so nothing gets missed.

What to send, in one list

1. Your completed CreditKind product form: shelf life, products, tiers and rate sheets.
2. Your lending rules and criteria, and a marketing disclosure PDF for each product.
3. Lender Console users, with name, email and role for each. Roles are Admin, Loan-Lead Analyst, Read-only and Campaign Acknowledgement, and one person can hold more than one.
4. Embedder Console users, with name and email, for anyone who needs to create links and QR codes.
5. Your membership eligibility wording, a short description of your credit union for the lender profile consumers see, and three FAQs.
6. Email addresses to receive ID document images, loan leads, and LOS notifications if you are connected.
7. Product detail and artwork: card artwork, three bullet points each for credit cards and HELOC at 25 characters per bullet, your current Schumer box and HELOC disclosure.
8. If you are connected to a loan origination system, your loan purpose types.

Your launch date is the deployment call where we create your first links and QR codes together. CreditKind isn't live until you have links out in the world, so that's the date we count from — not the contract date.

Ninety days, essentially try before you buy. It gives us both time to work through any edge cases before you commit to an annual agreement.

There isn't a sandbox to test in, unfortunately. We walk you through everything in the console session, and you'll have the implementation guide and deployment playbook to keep.

Need help with this? Raise a ticket under Something else

For the Marketplace we aim to have credit unions set up by the twenty-third so you roll into the following month. CreditKind is more flexible — you can go live any time in the month, as long as you're enrolled before the enrollment window closes.

Any time. CreditKind isn't tied to a monthly campaign, so there's no blackout period — you can update rates, products and rules whenever you need to and they go live immediately. Your links and QR codes always point at your current rates, so they never need replacing.

How to change rates or tiers

1. Sign in to the Lender Console at further.unioncredit.app/lender/login.
2. From the left menu choose Campaigns, then Management, then Next Campaign.
3. In Step 2, Product Configuration, open the product you want to change.
4. Go to the Tiers phase. Edit tiers in place, or download them, change rates and terms in Excel, and import the file back.
5. Save each tier individually. There is a prompt if you try to leave the page without saving.
6. Changes are confirmed by acknowledgement: you will get an email saying there is a campaign to approve, then sign in and click Acknowledge changes.

Need this changed? Raise a ticket under Rate or pricing change

We'd actually suggest going wider. Because this isn't a firm offer of credit, if your credit policy allows borrowers below your Marketplace floor there's no reason to turn them away here. Opening up the lower bands typically reaches a meaningfully larger group of your members.

Need this changed? Raise a ticket under Rate or pricing change

No — it works the other way round. Every rule you add reduces the number of people who see your products; it never increases it. It's worth starting with the essentials and widening from there rather than the reverse.

Need this changed? Raise a ticket under Rate or pricing change

Yes. If you have a custom TransUnion model it can be attached to your subscriber code, and we can build a rule around a custom score — we've done exactly that with Zest for another credit union.

Need this changed? Raise a ticket under Rate or pricing change

On CreditKind you can make rule changes yourself and they go live immediately. On a Marketplace campaign the same edits are possible up to the monthly cutoff, and once we're in blackout they land in the following campaign rather than the live one. Either way, if you'd rather we made the change, open a ticket and it's usually done within twenty-four hours.

Need this changed? Raise a ticket under Rate or pricing change

Yes, and several credit unions already do. We build your checking product as an add-on attached to your loan products with a discount configured against it, and the member opts in during the flow. There's a cap so stacked discounts can't exceed your maximum, and there's no fee for an add-on checking product. One thing to be clear on: this rewards a member opening the account with you in the flow — we prequalify from credit bureau data and don't connect to your core, so we can't see that someone already holds it.

Need this changed? Raise a ticket under Rate or pricing change

Not today. Tiers key on credit and debt-to-income, and at the prequalification stage the vehicle's value and the final loan amount aren't known yet — out-the-door LTV doesn't exist at that point. We do capture year, make, model, trim and mileage, so your team can book it out once the lead reaches you, but we can't price on it.

Want this built? Ask for it under Enhancement request

Your "as low as" is the best rate on your rate sheet — your top tier. What CreditKind shows a member is the best rate in the tier they actually qualified for, based on their credit and debt-to-income. So someone a tier down sees their own rate rather than the headline. Nothing is being marked up; it's the difference between "our best rate" and "your rate", and everything shown comes straight from the rate sheet you gave us and approved.

Need this changed? Raise a ticket under Rate or pricing change

Differently from the Marketplace. Rather than filtering by geography, you give us your eligibility criteria in plain English and the member confirms they're already a member or that they meet at least one of them. That lets you include things like employer groups, family members, and school or association ties.

How to set your eligibility criteria

1. Write out every route into membership in plain English: employer and SEG lists, family of an existing member, schools, associations, foundations, geography.
2. Set the wording in the Lender Console if your user role covers membership eligibility, or send it to your Union Credit contact to set for you.
3. Check how it reads in the consumer flow. The member either ticks that they are already a member, or attests that they meet at least one of your criteria.
4. Revise it whenever your field of membership changes. This wording is the only thing telling a consumer whether they qualify, so vague criteria cost you members.

Need this changed? Raise a ticket under Eligibility or field of membership

On CreditKind they're attesting the same way they would opening an account with you, so they can go through. If it turns out they don't qualify you can decline after the fact — and a lead outside your membership eligibility is something you can contest with us. This only comes up on CreditKind; on our Marketplace campaigns we work out eligibility from the member's address before an offer is ever made, so there's nothing for them to attest to.

Need this changed? Raise a ticket under Eligibility or field of membership

On CreditKind, yes — if you're only sending the link to existing members we can turn off the membership questions entirely, so it's a shorter journey for them. On our Marketplace campaigns it isn't possible: those are built from bureau data against a geography, and we don't hold your member file, so there's no way to limit a campaign to people who already bank with you.

Need this changed? Raise a ticket under Eligibility or field of membership

Yes. We receive census tract data on the file, so you can identify low and moderate income areas and build products specifically for those members.

Need this changed? Raise a ticket under Eligibility or field of membership

On the Marketplace it's geographic. You give us your footprint — nationwide, or by state, county or ZIP code, or a combination — and we filter to it before the offers are ever built, so only people inside your field of membership see your products. Where a county is only partly yours, ZIP codes are the way to handle it. If you're sending a list, the format we need is state, then county, then ZIP.

Need this changed? Raise a ticket under Eligibility or field of membership

Almost always this is an address change we couldn't have known about. Offers are built from the address the credit bureau has on file, so if the bureau still showed an address inside your field of membership, that member qualified at the time the offer was generated. If they've since moved, we only learn that when they enter the marketplace and give us the new address — which is after the offer already exists. If a lead genuinely sits outside your membership eligibility, that's one of the categories you can contest with us for a credit, and your Union Credit contact can start that for you.

Need this changed? Raise a ticket under Eligibility or field of membership

The reliable answer today is state, county and ZIP — and if your eligibility is drawn at census-tract level, the safe route is to map those tracts to a ZIP list and give us that. We do receive census tract information back on the file, which is how credit unions identify low-income areas, and tract-level eligibility has been built. We wouldn't want you planning a campaign around it before it's confirmed as switched on for your account, so check that with your Union Credit contact before you commit to it in a reporting cycle.

Need this changed? Raise a ticket under Eligibility or field of membership

It takes effect from the start of the next campaign we can still build. If we're inside your open enrollment window, it lands in next month's campaign; if we're already in the closed window, it lands the month after. It won't change the campaign that's currently live, because those offers are already out with members. Ask your Union Credit contact which month yours will be — "next campaign" is easy to misread, and the answer depends on where we are in the cycle.

Need this changed? Raise a ticket under Eligibility or field of membership

Yes, there's still an enrollment step, and it's the one piece of timing worth knowing: you need to be enrolled before the enrollment window closes each month. Once you're enrolled, everything else — products, rules, tiers, rates, disclosures — can be changed at any time.

No, and that's deliberate. It works the way an application on your own website does — you wouldn't cap how many people can apply this month, and there's no campaign window to set a cap against.

Not for CreditKind, no. We can show you offer counts against test identities so you can sanity-check your criteria, but there isn't a member-facing preview for this product. The first real look is the deployment call where we build your first link together.

Your campaign runs on a monthly cycle. You're automatically enrolled for the following month on the 1st, and you have from the 1st through the 15th to make changes to it. From the 16th to the end of the month is the closed window — we've sent your criteria to the credit bureau to build the offers, so the campaign is fixed at that point. It goes live on the 1st and runs to the end of the month. One thing worth doing before you plan around any date: check the schedule shown for your own campaign in your Lender Console, or on the enrollment email we send you. The window shifts a little for short months and we've moved it more than once, so your console is the version to trust.

It depends on the change. Inside the closed window, or once a campaign is live, we can still update your rates, your disclosures and your product descriptions — none of those alter who received an offer. What can't change is anything that changes the offer itself: adding, removing, renaming or switching a product on or off, adding or deleting a credit tier, or editing your lending rules. Those are locked because the offers are already firm offers of credit that went out on those terms. If your change is one of the locked ones, ask your Union Credit contact and we'll build it for the earliest campaign we can — we can't promise it will make the one about to launch.

Need help with this? Raise a ticket under Something else

You're auto-enrolled for the following month on the 1st. To sit a month out today, tell your Union Credit contact and we'll take you out of that campaign manually and confirm it back to you. There isn't a self-service switch that turns auto-enrollment off permanently, and we don't want to suggest there is one. Whether we can hold a standing preference for you is still an open question — raise a ticket at support.unioncredit.app and we'll get you a proper answer rather than an improvised one.

Need this changed? Raise a ticket under Product change

It's the cap you set on each product for the month — the most you're willing to take on, either as a total dollar amount or as a number of loans. It does two jobs: it protects you from more volume than you can fund, and it tells us how much inventory to build the campaign around. Once a product reaches its cap, that offer stops appearing to anyone entering the marketplace, and your other products carry on as normal.

This is almost always concurrent sessions. Your remaining capacity is read at the moment a member enters the marketplace, not at the moment they accept, so if several people open your offer while you still have room, all of them can complete — even though together they take you past your cap. Anyone starting after the cap is reached won't see the offer at all. There's a second, smaller cause too: a single loan can straddle the line, so if you have $10,000 of room left and someone takes a $20,000 card, you finish $10,000 over. Setting your caps a little below the number you actually want is the practical fix, and your Union Credit contact can help you work out where to land yours.

Seeing this happen? Report it under Report a problem

Raising a cap mid-campaign is straightforward. Lowering one is genuinely delicate: the system will let us reduce a cap, but never below what has already been accepted, and we ordered your audience against the volume you committed to. Those offers are firm offers of credit already in members' hands, so cutting the number partway through raises a compliance question, not just an operational one. Nothing changes before our client services director has looked at it, so start with your Union Credit contact rather than assuming a reduction can be made. If volume is the real problem there are usually cleaner levers — tightening a tier, or reallocating capacity between products, which is explicitly supported.

Need this changed? Raise a ticket under Product change

Setting the cap to a token amount isn't the way to do it, and it can backfire — the system reads that there's still capacity and generates offers to the whole audience, so members see your product and then find nothing available. The clean way is to mark the product inactive, which we do during your open enrollment window so it simply doesn't appear next month. It isn't something we can do once a campaign is live.

Need this changed? Raise a ticket under Product change

Once a campaign has launched we can't pull it back — the offers are already out with our publishing partners and in members' hands, and they're firm offers of credit. What we can do is act on the next campaign, and within the live one we can still change your rates and reallocate your capacity between products so the volume lands where you can handle it. If something urgent is driving this, tell your Union Credit contact what it is and we'll find the lever that actually helps.

Need this changed? Raise a ticket under Product change

Yes — it's called See What They See, and it's one of the more useful things in your console. Under the validation step of your campaign setup there's a View Offers link that walks you through the member experience exactly as it will appear, using test identities against your real criteria. You can use it during open enrollment or while a campaign is live. Credit unions typically use it to check their profile and product descriptions, confirm disclosures are right, and record a walkthrough for their call centre and compliance teams.

Yes. Prequal runs on the same monthly campaign as your prescreen campaign, so the same enrollment window and the same blackout apply. That's the single biggest difference from CreditKind, which has no campaign at all and where changes go live immediately. I won't quote you a calendar date for the deadline, because it has moved more than once and it varies month to month — the reliable source is your enrollment email or the campaign schedule in your console.

Yes. You set caps on how many offers can be accepted, and Prequal has its own caps, kept separate from your prescreen ones. They now sit in a separate section of the console, which is why some credit unions have found caps sitting on the prequal side they didn't realise they'd set. CreditKind is the exception — no caps there at all, by design.

Yes. Prequal is switched on per product, so you can take individual products out of prequal and leave them in prescreen, or set your prequal acceptance caps to zero and come out of it altogether. Tell us which you want and we'll set it — just be aware the change lands on the next campaign, not the one already running.

Need this changed? Raise a ticket under Product change

That's the console your marketing team uses to create the links and QR codes for CreditKind — it doesn't do anything else. Usually an admin and whoever runs marketing need access; your lending team stays in the Lender Console.

Need this changed? Raise a ticket under User access

Through links and QR codes you create yourself, as many as you like. Each one can be set up for a specific product or set of products and tracked separately — so you could run a card-only link in a statement insert and an auto link on a dealer flyer.

How to create a link or QR code

1. Sign in to the Embedder Console at further.unioncredit.app/embedder/login. It uses the same lender ID, username and password as your Lender Console, but access is granted separately.
2. Create a link, choosing the single product or the combination of products it should offer.
3. Give it a Site Key so you can tell your channels apart. Thirty characters maximum.
4. Generate the URL and QR code, then place them wherever the offer should appear: your website, online banking, outbound email, statement inserts, branch lobby, dealer or merchant material.
5. Repeat for every channel you want to distinguish. There is no limit on how many links you create.
6. Whenever you add a new product, create new links. Existing links will not pick it up.
7. Keep a spreadsheet of creation date, end date, link, products included and where it is displayed. Nothing in the console tracks that for you.

They won't — you'll need to create new links to include it. It's worth keeping a simple spreadsheet of which links are live and where they're displayed so you know what to replace.

On CreditKind that's up to you — you tell us how many days a member stays prequalified after their soft credit check, and most credit unions choose thirty. You can see the current value in your lender profile, near the bottom, listed as “CreditKind product shelf life”. On our Marketplace campaigns it isn't a setting you control; the offer lives with the campaign it was made in.

When a member accepts one offer, their other offers with us expire. If they had already taken a Marketplace offer and then came through CreditKind and accepted again, you'd see it as a duplicate in your loan origination system.

On CreditKind: a member scans a QR code or clicks a link, picks what they're looking for, and confirms they're eligible for membership. They enter the last four of their social, their phone number and their income, we verify by text, and we show them their offers. Once they choose one, we handle identity verification and hand the application to your loan origination system. The Marketplace journey starts differently — from a publisher email or inside a partner app — and there's no membership question, because eligibility was settled before the offer went out.

They just enter their details themselves. If we can't match them we skip the text verification step and ask them to type in their information including their full social — then everything continues as normal.

A member hit this? Raise it under Consumer experience

We can either way, but our advice differs by product. On a prequalified offer — CreditKind or Prequal Marketplace — we'd suggest not asking for documents, because it adds friction before anyone has committed to anything; better to note the requirement in your product disclosure and collect at underwriting. On a prescreen offer it makes more sense, since that's a firm offer of credit and you're standing behind it.

Want this built? Ask for it under Enhancement request

A state-issued driver's licence or a US passport, verified through Stripe. If it doesn't read cleanly they get two more attempts and an emailed link to try again — and you're not charged for a lead that's still waiting on documents.

A member hit this? Raise it under Consumer experience

Most credit unions include the new member disclosures and agreement within their lending disclosures. You can still send a membership agreement for signature from your own system if you need to, and for credit cards you can book to core and issue the plastic straight away.

Yes — we use TransUnion's prefill service and haven't seen mismatches. Occasionally there's no match, and in that case the member simply enters their own details.

A member hit this? Raise it under Consumer experience

No — it's one and done. Once someone selects a loan with you, they can't come back into the marketplace and take another offer, from you or from anyone else. That's part of why these leads convert the way they do: by the time they reach you they've chosen you and closed the door on the alternatives.

It's deliberately short. The member picks the product they're interested in, gives us their mobile number, and types in the six-digit code we text them. Then date of birth, then their income — we ask for income because it makes the qualification more accurate than relying on stale data. We show everything back on a single screen so they can correct anything wrong, they tick a consent box, and we run the soft check. If they qualify, they land straight on their offers.

They can hold both at once and we keep them apart on screen. The preapproved offers lead, because those are the ones we stand behind. Underneath them the member is invited to look at what else they might qualify for, and that's the prequalified side. One rule we hold to: a member will never be shown a preapproved and a prequalified offer for the same product.

Once a member accepts an offer, the others switch off — across products and across credit unions. So someone who takes your card can't turn round and take a personal loan from another credit union off the same set of offers. The part we'd rather confirm than guess at is prequalified offers a member generated in more than one place: the intent is that the same rule applies, but check the current behaviour with your Union Credit contact before you build a process on it.

It depends on the route they came back through. Coming back to your own CreditKind link inside your shelf life gives them the same offers from the same pull — nothing is refreshed and nothing should disappear. But a prequal flow somewhere else, a Marketplace email or a partner app, is a new session, and that refreshes against current data: if their score has improved they may see a better offer, and if it has dropped, the earlier offer can go away entirely. That second case is the one worth briefing your front line on, because a member who went round a different route can genuinely come back and find last week's offer isn't there.

A member hit this? Raise it under Consumer experience

Nothing blocks a member from starting the flow again, but the repeats cost you nothing extra. You are billed once per member per shelf life, so a member who runs the flow a dozen times inside that window is one billable lead, not twelve. The bureau side works the same way: once a member has a prequal hit, that soft inquiry is reused for the length of your configured shelf life, and later attempts serve the result already on file rather than going back for a fresh pull. You can see your own shelf life in your lender profile, near the bottom, listed as “CreditKind product shelf life”.

A member hit this? Raise it under Consumer experience

Coming back through your own CreditKind link, inside your shelf life: yes. The offers stay active and they are built from the score and attributes captured on the first visit, so a member who looks, decides not to act, and returns a few days later sees exactly what they saw before — and nothing goes back to the bureau in the meantime. Once the shelf life runs out those offers stop being active and the next visit is a fresh prequal pull, with a new score and new attributes. The one case where it works differently is a member who goes through a prequal flow somewhere else in the meantime — a Marketplace email, a partner app — which is a new session and does refresh against current data. You can see your own setting in your lender profile, near the bottom, listed as “CreditKind product shelf life”.

No. Seeing their offers uses a soft credit check, which never affects their score. The hard pull happens later on your side, once the application reaches your loan origination system and you take over.

We don't screen out members with a frozen file — they've asked for the offer, so the soft check still works. They will need to unfreeze before you can finish the loan, the same as if they'd applied on your website or walked into a branch. If you'd rather not lend to frozen files at all, we can set that up as a rule just for you.

It depends which product you're asking about. On Marketplace, we run the prescreen, so the inquiry sits with Union Credit. On CreditKind, once you're on your own TransUnion subscriber codes the inquiry is attributed to your credit union; during a pilot on our temporary codes it still runs under ours. The billing side follows the same switch, but rather than treat that as settled, confirm the arrangement configured for your account today with your Union Credit contact.

CreditKind runs on TransUnion data. If you're already with us on the Marketplace using Experian, we set up a separate lender profile for CreditKind on TransUnion so your rules stay clean on each side. Experian isn't available for CreditKind today.

Your rules should translate closely. Both bureaus use VantageScore 4.0, so it's the same scoring model, and your products, tiers and structure all come from your CreditKind setup. You may see small differences in when balances and tradelines report, but the overall picture is very similar.

On CreditKind there's no list for your member to be screened off, because they come to you rather than being selected from a file. Three things decide whether they see an offer: whether we can verify who they are, whether they confirm they meet your membership criteria, and whether they clear your own credit rules. The bureau scrub you may have seen described — deceased records, opt-outs, two-year file age, recent bankruptcies and charge-offs — is our Marketplace prescreen process. It runs when we build a campaign file, so it isn't part of your CreditKind flow.

As things stand, members covered by the Military Lending Act are removed from the prescreen before your criteria are ever applied, so they won't receive an offer through this channel. That's a Union Credit-level decision rather than something set on your account, and it isn't something you can switch on for yourself. This position has changed more than once, so please don't treat this page as the final word — raise a ticket at support.unioncredit.app and we'll confirm the current position with our compliance team.

Yes. Anyone who has taken an offer through us is suppressed from our campaigns for a period afterwards — it was sixty days and we've been moving to ninety. There's one gap worth knowing about, because it explains most of the cases you'll see: we build the suppression list before we send the file to the bureau, around the middle of the month. So someone who accepts an offer after that cut-off can still appear in the following month's campaign. If that produces a back-to-back on an unsecured loan, it's a contestable lead and we'll credit it.

You set your own score cuts, and those are the criteria that decide who sees your products — they're yours to control. Underneath them we apply a baseline screen before your criteria are layered on top. That baseline varies by state and is reviewed periodically, so rather than a number on a page, ask your Union Credit contact for the current baseline for your states in writing — that's the dated version you'd want for your files anyway.

Need this changed? Raise a ticket under Rate or pricing change

Two layers sit on your campaign. The first is yours: the rules, tiers and rates in your console, visible to you and under your control. Underneath is a baseline set we apply to everyone before your criteria go on top, covering things like minimum file depth, recent serious derogatory events, and fraud scoring — it varies by state, can change month to month, and isn't something we can adjust for a single credit union. Rather than working from a list recited on a help page, ask your Union Credit contact for the current dated sheet for your states; that's the version worth keeping on file.

Need this changed? Raise a ticket under Rate or pricing change

We run the prescreen ourselves, on our own subscriber codes — you don't need to arrange anything with a bureau for this, and the inquiry comes from us rather than from you. We work with both TransUnion and Experian, and most Marketplace lenders moved to Experian through 2025. Confirm which one your account is on with your Union Credit contact before you put anything in writing: credit unions who came across in the migration were issued new console credentials, so it's worth both sides being sure.

You set your own score cuts and tiers, and those are the criteria that decide who sees your offers — they're yours to control. They sit on top of a baseline screen we apply first. That baseline varies and is reviewed periodically, so your Union Credit contact is the right source for the one currently applied to your setup, in writing.

Need this changed? Raise a ticket under Rate or pricing change

No. The member authorises a soft credit inquiry and a soft inquiry does not affect their credit score. That's stated plainly in the disclosure they see before they consent. If they go on to accept an offer and you decide to pull hard credit as part of your own underwriting, that's your call and it happens later, on your side.

Our marketplace moved from TransUnion to Experian during 2025, so which bureau sits behind your offers depends on which console you're on and when you were set up. We'd rather you check your own profile than work from a general answer — this is exactly the detail that ends up in a vendor file. Ask your Union Credit contact to confirm it for your account, and date-stamp the answer when you file it.

There are a handful of reasons: we couldn't find a credit file, they didn't clear our security checks, they didn't meet your lending criteria, or your rules filtered out every product they'd otherwise have seen. On CreditKind it's most often the credit rules — which is worth reviewing together if you're seeing more of it than you'd expect.

Seeing this happen? Report it under Report a problem

They aren't left with a dead end — they can still submit an application, which comes through to you as a second look. That's specific to CreditKind; on a partner site they'd simply be told there are no offers.

Not yet, but it's actively being worked on — we're building the ability for you to customize that messaging. There's no release date, so it isn't something to hold a campaign for, though it is genuinely in flight rather than sitting on a wish list. If you were told earlier that this screen could never be customized, raise a ticket at support.unioncredit.app and we'll give you the current position.

Want this built? Ask for it under Enhancement request

They're stopped before they can continue — the screen tells them we're unable to verify their identity. Their details appear in the denied applicants section of your console if you'd like to follow up through another channel.

There are three different dead ends and they're worded differently on purpose. If we don't have a credit union covering where they live, they're told we don't serve their area yet. If they don't meet the credit criteria, they're told they don't qualify at this time. And if there's simply nothing to show them, they're told there are no offers right now. In all three cases they're invited to try again later — nobody is told they've been declined, because they haven't been.

After the member selects an offer, not before. Nothing is verified during the prequalification itself — they consent, we run the soft check and show offers, and only when they choose one do we run full identity and fraud verification.

Yes. A member has to pass identity verification to accept an offer at all, and the application only posts to your system on acceptance — so if they fail, nothing reaches you. They appear in the denied applicants section of your console instead.

We don't pass the verification results themselves. What you receive is the identity evidence — the driver's licence or ID image, the selfie where one was taken, the details read off the ID, and the member's full information, all available in your console. If you need proof of a specific verification we can share screenshots.

Before. Identity verification, fraud checks and any documents are all completed inside our flow, and only then is the application handed to your system.

You receive the offer the member accepted — the rate, term, limit and payment they chose, plus their credit score and the bureau data. There isn't a decision field. Whether you honour the offer as generated or fully underwrite it is your call, and we see both.

Not for an identity or fraud failure — they can't complete, so there's no application to send. There isn't really an 'under review' state on our side; anything you'd consider review happens in your system after we hand off.

There isn't a fraud alerting system today, and we'd rather say that plainly than imply one. What you get is the loan lead email, the ID document email, and the console itself, where both pending and denied leads are visible. It's worth checking that whoever reviews these has console access — an email distribution list on its own won't show them the denied applicants section or pending leads.

We don't route for review — that sits with you. In MeridianLink the usual approach is a custom queue filtered on our external source and monitored by whoever you nominate. Worth noting these are non-members, so they often warrant their own queue.

Want this built? Ask for it under Enhancement request

On CreditKind, twice. There's a passcode and a bureau match early in the journey, and then the full identity and fraud check at the point your member accepts an offer — plus any documents you've asked us to collect. If you've heard us mention a third layer that runs before anyone sees an offer, that's the file scrub on our Marketplace prescreen campaigns, and it doesn't apply to a member who came through your own link.

It's based on the TransUnion fraud score — currently a selfie is required on anything below 660. Two things worth knowing: it's a global setting rather than something set per credit union, and if no score comes back the selfie step is skipped.

There's no Alloy connection today. Several credit unions run Alloy themselves on top of the leads we send, and that works well. We have said we're exploring letting credit unions choose their own fraud vendor within our platform, but there's no committed timing to give you. Raise a ticket at support.unioncredit.app and we'll come back with the current position rather than guess at one.

Want this built? Ask for it under Enhancement request

That's genuinely your call and we don't make a recommendation. What we see is a split: the largest credit unions route it to a dedicated fraud team, while most keep it within lending or loan operations with fraud as a second review. Several layer their own tool on top as well.

It depends what that tool covers on your side, and we'd rather map it properly than assume it matches something of ours. What we run is TransUnion for screening and identity, and Stripe for document verification. Tell your Union Credit contact what the tool checks for you, or raise a ticket at support.unioncredit.app, and we'll say exactly where it overlaps with what we already do.

We block that identity so they're screened out in future, add a credit for the lead, and escalate to our compliance team and to TransUnion. Send it through as a contested lead with whatever evidence you have.

Contesting a lead? File it under Contested leads

No — CreditKind is a prequalification. The member starts it themselves and consents to a soft credit check, and the offer is still subject to your underwriting. Our Marketplace prescreen offers are the firm offers of credit; CreditKind is deliberately different.

Yes. On the final screen the member agrees to both our disclosures and yours, and that covers e-signature. It's the same step as the Marketplace workflow.

On CreditKind the fraud checks sit inside your member's journey rather than ahead of it. Early on there's a passcode by text and a match of their last four and date of birth against the bureau. Then when they accept an offer we run device risk, behavioural analytics, identity verification through Stripe, and a selfie where the risk warrants it. One thing worth being precise about: the batch fraud scrub you may have heard us describe — synthetic identities, fraud alerts, early-payment-default models — runs on our Marketplace prescreen file. It doesn't apply here, because your member comes to you rather than being selected from a file.

Not on the prequalification itself. It only comes into play if a member chooses to apply anyway after not prequalifying — then adverse action would generate on your side after your credit pull, if you decline.

Yes. Under FCRA you don't have to fund if your post-screen shows they no longer meet your criteria, as long as you set that criteria in advance and apply it consistently. We'd always recommend a hard pull on the back end of any preapproval.

We're a GLBA 'finder' financial institution, which puts us under the Privacy and Safeguards Rules, and we're subject to FCRA for the prescreening function. We're SOC 2 Type 1 and Type 2, we have a full-time compliance officer, and policies are reviewed annually by a compliance oversight group.

On the prescreen side, anyone who has opted out of preapproved credit offers is removed before they would ever see anything from you. CreditKind works differently, because the member comes to it themselves — and there's no documented suppression process on that side yet. Raise a ticket at support.unioncredit.app and we'll get you a precise answer rather than have you assume the prescreen rule carries across.

Need help with this? Raise a ticket under Something else

Most credit unions use one combined PDF per product, with separate sections headed 'For Prescreened Offers' and 'For Prequalified Offers' — it keeps future version control much simpler. If your compliance team would rather keep them separate, that works too.

How to upload your disclosure

1. Prepare one PDF per product with sections headed 'For Prescreened Offers' and 'For Prequalified Offers'. Say that credit union membership is required in every version.
2. In the Lender Console go to Campaigns, then Management, then Next Campaign, and open the product in Step 2, Product Configuration.
3. Go to the Disclosures phase and upload the PDF against each module the product appears in: Prescreen, Prequal and CreditKind.
4. If your compliance team would rather keep them apart, upload a different PDF per module instead.

Need this changed? Raise a ticket under Disclosure update

Username, password and your lender ID, plus a code sent to your email that's valid for thirty minutes. Passwords are hashed and never visible to anyone. We set the accounts up for you — just send us names, emails and the role each person needs.

How to get someone access

1. Send your Union Credit contact the person's name, email, and the role or roles they need.
2. Pick from Admin, Loan-Lead Analyst, Read-only and Campaign Acknowledgement. One person can hold several.
3. We create the account. There is no self-service user setup today, so adding or removing someone goes through us.
4. They sign in at further.unioncredit.app/lender/login with username, password and your lender ID, then enter the code emailed to them, which is valid for thirty minutes.
5. If they also need to create links and QR codes, say so. The Embedder Console uses the same credentials but is granted separately.

Need this changed? Raise a ticket under User access

It's a single database with a multi-tenant architecture and logical separation, so no credit union can see another's data. Member files are classified at our highest sensitivity level, encrypted in storage and in transit, and access requires multi-factor authentication.

Amazon Web Services for our infrastructure, TransUnion and Experian for prescreening and prequalification data, TransUnion for identity verification, and Stripe for document verification. Nothing else is outsourced. We also push applications into your own loan origination system over its endpoints, which is a connection into your own infrastructure rather than a third party we hand data to.

Yes, on all employees — basic and criminal checks through Checkr, completed before hire and regardless of role. Contractors aren't background checked, but they sign an NDA and are held to the same security policies.

Prescreened and preapproved describe the same offer — one is how the member was selected, the other is what they were offered, and that's our Marketplace product. Prequalified means the member started it themselves and consented to a soft check, and the offer is still subject to your underwriting. CreditKind is prequalified.

A Marketplace prescreen offer is a firm offer of credit, not a prequalification — which means you've committed to extend credit on those terms to anyone who still meets the criteria you set when we built the campaign. What it doesn't mean is that you have to fund every single one. The offer is conditional on things you're entitled to verify: income, collateral where it applies, legal capacity, residency, and the accuracy of what they told us. If any of that doesn't hold up, you can decline. Our part is getting a qualified, eligible person to your door; funding the loan is yours.

Yes, on the conditions that were disclosed with the offer — verifiable income, collateral where it applies, legal capacity and residency, and the information they gave holding up under review. What you can't do is decline for a reason outside the criteria you set before the campaign was built, or apply a standard to one person you didn't apply to everyone. Plenty of our credit unions post-screen with their own credit pull once the lead reaches their system; others honour the offer as issued. Both work, as long as you're consistent.

The honest position is that we don't have this written down for the prescreen side, and we won't improvise a compliance answer for you. What does exist is the Adverse Actions Report in your console, which lists members who matched but ended up with no offers, with the reason categories, and can be filtered and exported. If someone who wasn't preapproved goes on to apply with you anyway and you decline them, that's a normal adverse action out of your own system after your own credit pull. Raise a ticket at support.unioncredit.app and we'll get you our compliance team's position on prescreen in writing — the prequal answer shouldn't be assumed to carry across.

The same way they'd stop any prescreened credit offer — the national opt-out. The number and website are printed in the disclosure on every page of the offer experience, and the opt-out covers offers from every lender, not just ours. Once someone has opted out at the bureau they're removed before we ever build a campaign, so they simply won't appear. If a member has contacted you directly rather than going through the opt-out, pass it to your Union Credit contact and we'll make sure it's handled.

Need help with this? Raise a ticket under Something else

No. A Prequal Marketplace offer is a prequalification — not a preapproval, not a firm offer of credit, and not a commitment to lend. The member authorised a soft credit check and we matched them against the criteria you published, but final approval, denial and final terms are yours to decide, and membership eligibility can still be required before anything funds. That's the opposite of our Prescreen offers, which are firm offers of credit.

On a prequalification, adverse action generally isn't triggered simply because someone doesn't prequalify. Where it does come into play is if they go ahead and apply anyway and you decline them after a full credit pull — that's your decision, and it runs through your loan origination system in the normal way. Because this is a prequalification rather than a firm offer, the posture is different from our Prescreen offers. That's our general position on prequalifications rather than a written answer specific to Prequal Marketplace, so have your own compliance team confirm how you want to handle it, and raise a ticket at support.unioncredit.app if you'd like it confirmed in writing.

Whether your own process needs a separate consent step is a call for your compliance team, and not one we will make for you. What we can tell you is what the member has already agreed to before they reach you. To redeem an offer they are shown, and must accept: “If you continue, you may be asked to submit a full application, verify information, agree to applicable disclosures and agreements, and authorize a hard credit inquiry, which may appear on your credit report and may affect your credit score.” The same disclosure states that final approval, denial and final terms are determined solely by the credit union or lender, that credit union membership eligibility may be required before any loan is funded or account is opened, and that not all applicants will qualify. Take that wording to your compliance team and let them decide whether you layer anything on top of it.

Need this changed? Raise a ticket under Disclosure update

In two places. Union Credit's own static disclosures sit on every page of the offer experience — the APR, APY and credit-limit footnotes, the note that taking one offer affects the pre-approved status of the others, and the prescreen opt-out notice with the toll-free number and optoutprescreen.com. Your own product disclosure appears once the consumer selects a product, on the page after selection. So an offer list seen before selection carries the static disclosures but not your product PDF; the page after selection carries both.

Need this changed? Raise a ticket under Disclosure update

This is the most common comment that comes back from a credit union compliance review, and the answer is that the disclosure follows product selection rather than sitting on the offer list. The page after a consumer picks a product carries your product disclosure, and Union Credit's static disclosures are present on every page throughout. If your compliance team reads the requirement as needing more on the offer screen itself, the practical route is to put the additional wording into your own product disclosure, which is yours to control.

Need this changed? Raise a ticket under Disclosure update

Add your own. If your compliance team's reading of the short notice requirement isn't satisfied by the notice shown, you can insert your own short notice inside your product disclosure, on the first page, in 12 point type or larger. Other credit unions already do exactly this. It's your disclosure PDF, so the wording and the emphasis are yours to set rather than something you have to negotiate with us.

How to add your own short notice

1. Agree the wording with your compliance team, set at 12 point or larger.
2. Put it on the first page of your product disclosure PDF.
3. In the Lender Console go to Campaigns, then Management, then Next Campaign, and open the product in Step 2, Product Configuration.
4. Go to the Disclosures phase and upload the revised PDF against each module the product appears in.

Need this changed? Raise a ticket under Disclosure update

Only if you offer depository products. If you're running loan products alone it doesn't apply to you. If you add a checking or savings product later, its disclosures surface the same way everything else does — on the page after the consumer selects that product.

Need this changed? Raise a ticket under Disclosure update

When a member accepts an offer we create a loan lead in your console and post the application to your loan origination system as a prequalified application. From there it's your normal fulfilment process. We connect directly to MeridianLink, Origence, Sync1 and Temenos.

Lead source will show as CreditKind rather than preapproved. The exact External Source value depends on how you're connected, and we don't have one documented answer that covers every setup. Before your team builds a queue on it, ask your Union Credit contact to confirm the value yours will carry.

Need this changed? Raise a ticket under Integration or LOS mapping

Those are the credit bureau fields we pass through with the application. Vantage is the VantageScore 4.0 the offer was made on, the income and debt-to-income figures are TransUnion estimates, and any negative number means the bureau had no data for that field rather than a real value. Notes can also be switched off entirely for loan origination systems that can't accept them, so if yours arrive empty that's a configuration choice rather than a fault. Your Union Credit contact can send you the full key to keep alongside your procedures, and confirm which applies to you.

It depends on how your integration is configured, and it is worth confirming which applies to you. The bureau figures for income and debt-to-income are household estimates rather than the individual's, and on some configurations that estimate is what populates the income field in your loan origination system, while on others it is the figure the member entered themselves. Ask your Union Credit contact which one your setup sends. Your underwriters are pricing off that field either way, and a household estimate reads higher than an applicant's own income.

Most of it is real — the loan terms, the credit score and the member's contact details. Treat these as defaults rather than anything the member told you: occupancy status, how long they've lived there, employment status, citizenship, and vehicle year on an auto loan. Occupancy can also arrive as “Not Applicable”, which is our values being mapped onto your system's rather than a data problem. Income needs its own answer — which figure lands in that field depends on how your integration is set up, so see the income question separately.

Need this changed? Raise a ticket under Integration or LOS mapping

Every product needs a matching loan purpose code that already exists in your system. It's the most common thing that holds up a launch, so it's worth setting them all up front — even for products you're not launching with. A short screen share is usually all it takes.

Need this changed? Raise a ticket under Integration or LOS mapping

Yes — we can stop a specific loan type from posting to your system if you'd rather handle it another way.

Need this changed? Raise a ticket under Integration or LOS mapping

No. We post the application to your loan origination system's endpoint and that's the only connection — nothing flows outward from you. The only things we need are your credit criteria, rate sheets and disclosures, and no member data.

Deposits and loans take different paths. A checking activation can hand off into Clutch so the member completes account opening in your existing experience, while a loan stays in our flow through identity verification and then posts straight into MeridianLink.

Need this changed? Raise a ticket under Integration or LOS mapping

CuneXus is only a bridge we use to reuse the connection into your loan origination system — they don't have access to the platform or to any data. If you moved away from TruStage we'd still be able to deliver your loans another way.

Funding Status is populated automatically, and only for lenders whose loan origination system has a two-way connection with us — the LOS writes the funded outcome back to the console. Without that connection it isn't a field you set by hand, so it stays as it is even after a member has accepted an offer. If you need funded outcomes tracked today, that tracking has to live on your side.

Need this changed? Raise a ticket under Integration or LOS mapping

Yes. When you download a lead file you assign a password to that file, and it does not have to be your lender console password. Pick one your team shares, and then whoever pulls the file and whoever loads it into your core or LOS can both open it without passing a personal login around. Keep console logins individual — it's only the file password that should be shared.

Push lead is a retry. It applies only to lenders with a loan origination system connected to us: if a lead fails on its way into your LOS, in some cases it can be pushed again manually. If you don't have that connection the button doesn't apply to you, and your leads reach you by export instead.

A lead is counted the moment a member consents and continues on the review screen. Billing is separate — you're only charged when someone actually accepts an offer.

Loan leads land in your Lender Console in real time, and you can filter, search, assign them to your team and export them. You also get a report of members who didn't match any offer, with a reason category. Deeper funnel reporting is being built.

Not as a standard report, mainly because the exclusions overlap so the numbers don't add up cleanly. What we can do is pull a sample and show you roughly what proportion passes specific rules, which is usually enough to guide a change.

Want this built? Ask for it under Enhancement request

Not today, and this is a real gap rather than a setting you've missed. The Site Key controls which products a link offers, but it isn't carried through into lead reporting — we don't record which link a member arrived on, so leads can't be filtered or grouped by it. The “tracking link” naming in our guide points the wrong way on this, and we're sorry for the confusion it causes. What works today is adding your own campaign parameters to the generated URL and measuring in Google Analytics.

Want this built? Ask for it under Enhancement request

Yes, though not in the place most people look first. The Loan Leads view in your Lender Console only fills once someone accepts an offer, which is why it can look empty early on. The report you want is Prequal Leads, and it lives in the Embedder Console — the one where you build your links and QR codes. That report is triggered when a member gives consent, so everyone who asked for offers appears whether or not they took one. There's also an Adverse Actions report listing members who matched no offers at all, with a reason. The Embedder Console is a separate login, so ask your Union Credit contact to confirm your team has access.

It's in your Lender Console: go to Campaigns, then Management, choose the campaign you want — current or next — then Summary, and there's a print icon next to it. That gives you every product setting live in the marketplace for that month, which is what most credit unions use for their internal audit trail. One thing to know: the summary can currently show sections for parts of the platform you aren't enrolled in. Our team knows about it and it's being fixed, so just disregard anything listed that you don't recognise as yours.

How to pull your campaign summary

1. Sign in to the Lender Console at further.unioncredit.app/lender/login.
2. From the left menu choose Campaigns, then Management.
3. Choose the campaign you want, current or next.
4. Open Summary, and use the print icon beside it to save or print a copy for your audit file.

There's a prequal leads report covering everyone who consented — when they consented, who they are, how to reach them, and which product they came in for — and, on your version, which products they ended up qualifying for and whether they took one. It exports to Excel and CSV. A richer version showing the whole funnel, from everyone who started through to the offers actually returned, is being built, and there's no date we can give you for it.

How to export it

1. Sign in to the Lender Console at further.unioncredit.app/lender/login.
2. Open the prequal leads report.
3. Click the three dots in the top right corner.
4. Choose the export. It comes out as Excel or CSV.
5. When you download the file you assign a password to it. That does not have to be your console password, so pick one your team shares and whoever loads it into your core or LOS can open it without passing a personal login around.

Randy Janoe is your project lead through implementation and the person to reach if anything needs escalating — randy@unioncredit.app. John Reich builds your lending criteria, and Bernadette Karp leads support once you're live. You can also reach the whole team at ClientServices@UnionCredit.app.

The support ticket portal is the main route and it's where we'd like requests to land so nothing gets lost. You can also email the client services team directly, and there's a chat assistant in the bottom corner of your Lender Console available any time.

We define it as taking the same loan product from the same credit union across two consecutive campaigns, or within ninety days. We screen for it, and if it does happen on an unsecured loan it's one of the situations where you can contest the lead.

Yes — the fee attaches when a member accepts your offer, not when the loan funds, and we don't refund loans that don't fund. That said, if something genuinely went wrong on our side — a membership eligibility issue, a fraud flag, a data error — we'll make it right.

Yes, for proven fraud and a few specific situations — including leads outside your membership eligibility or your own credit criteria. Send us the lead number, the date it was accepted, the member's last name, the loan type and your evidence. Our committee reviews monthly, and the window is sixty days.

Contesting a lead? File it under Contested leads

One business day is the commitment. In practice that means Monday to Friday — most credit unions pick up weekend leads on the Monday, and you can set that expectation in the notification wording members receive.

You pay when a member accepts an offer — a flat fee per product, charged on acceptance. There's no setup fee and no minimum commitment, so if fewer members come through, you pay less. The rates that apply to you are set out in your agreement, and your Union Credit contact can confirm them if you'd rather not go digging.

We'd rather not put a number on it. Two credit unions with identical exposure can see very different results depending on how competitive the product is. The performance figures in circulation come from Marketplace, and CreditKind is newer, with a small pilot cohort and no published data — so borrowed benchmarks would mislead you. The practical approach is to launch, watch the first sixty to ninety days, and build a forecast from your own numbers.

Backups are real time and our recovery objective is twenty-four hours. Our most recent test brought the platform back up in a different AWS region within three hours, and we test annually. Your loan leads are always available in the console regardless.

Seeing this happen? Report it under Report a problem

Email ClientServices@UnionCredit.app for anything security or production related and it gets routed immediately. If there were ever a breach affecting your members, we'd notify you as soon as reasonably practicable.

Reporting an incident? File it under Security issue

That depends on your credit policy and on what you're willing to approve with conditions attached, so there isn't a figure here we'd trust for your portfolio. Marketplace fallout rates don't transfer to CreditKind either — different offer type, different member intent, and no published CreditKind data. It's a good thing to measure across your first ninety days and set your own benchmark from.

Volume won't be even across the month — it clusters around the days our publishing partners send. Our largest partner typically does two to three sends a month, and each one produces a noticeable spike in leads the same day. We don't usually have the specific dates until roughly the last week of the month before, and we publish them in the monthly bulletin as soon as we do. Partners do move send dates, so treat anything more than a few weeks out as provisional; your Union Credit contact can flag each month's dates to you directly so your team can plan around them.

One business day. It's the commitment every credit union on the Marketplace makes, and it's there because of how the member experience works — once they've accepted your offer they can't go and take someone else's, so they're waiting on you with no alternative. On weekends, credit unions generally pick these up on Monday, and you can set your own confirmation messaging so the member knows exactly when to expect a call.