If your tenant reference credit check (Tenancy Assessment Report) is showing as in-progress for an unusually long time, there may have been an issue with the credit bureau during the request.
Typically, the report should complete within 30 to 60 seconds. However, please allow at least 5 minutes in case of any delay.
First, check the Status Page for any known issues affecting report processing times.
If there are no reported issues on the Status Page and the report is still pending after 5 minutes, please contact us using this link or the Contact Us link in the sidebar of Tenancy Builder. When you get in touch, please confirm that we have permission to access your account. We will then check the reference, refund any credits if necessary, and may attempt to process the report again. We will respond to your query with details of the action taken.
