Frequently Asked Questions

Find answers to questions about your report, your score and more —all right here.

My Report

How do I get my full credit report?

You can get a free credit report from each of the three major credit reporting agencies — TransUnion, Experian and Equifax — every year. Request your free copy at www.annualcreditreport.com.

Derogatory records are accounts reported to credit bureaus, which negatively affect your credit score and can stay on your report for up to 10 years. They can result from a past due or delinquent account, repossession, collection, bankruptcy, account charge-off, tax lien or civil judgement.

Credit bureaus remove negative information from reports after 7 to 10 years.

A delinquent account is one that's reported to TransUnion as 30 or more days past due, while derogatory accounts are reported to TransUnion as negatively affecting your credit score. If you'd like specific info about any of your delinquent or derogatory accounts, such as lenders reporting them, you can request a free annual copy of your credit report from www.annualcreditreport.com. Since Chase Credit Journey is powered by TransUnion, we recommend pulling your TransUnion credit report to view the detailed data.

If your Chase Credit Journey information differs from what you're seeing elsewhere, it could be due to timing or a difference in score type. A few things to consider:

• Recent activity might not be represented in your VantageScore® credit score yet. If open an account or pay down a balance, it can take time for TransUnion to get that information and include it in your score calculation.

• There are other scoring models and providers in the market. Your Chase Credit Journey uses the VantageScore® 3.0 credit score by TransUnion.

• Since your information and score calculations can vary between credit bureaus, you could have different scores at each of the three credit reporting agencies — TransUnion, Experian and Equifax.

• If your information still doesn't look right, you can request a copy of your detailed credit report from www.annualcreditreport.com. to take a closer look. You can get a free credit report from each of the three major credit reporting agencies — TransUnion, Experian and Equifax — every year.

My Score

• Making payments on time
• The age of your credit accounts
• How much credit you're using
• Recent inquiries for credit
• Recently opened credit or loan accounts
• How much credit you have available

The score you see in your Chase Credit Journey is the VantageScore® 3.0 by TransUnion. There are other providers and scores in the market, so it might differ from others you've seen.

Since your information and score calculations can vary between credit bureaus, you could have different scores at each of the three credit reporting agencies — TransUnion, Experian and Equifax. Chase and other lenders could use different credit scores and additional information to make decisions.

You can get an updated score every week, depending on how frequently you sign in. Since using Chase Credit Journey doesn't impact your credit score, you can check as often as you like.

Your most recent credit activity might not be represented on your VantageScore® credit score and Chase Credit Journey. For example, if you open a new account or pay down a balance, it takes some time for that information to be reported to TransUnion and reflected in your score.

These factors tell you what information from your TransUnion credit report may be helping or harming your credit score.

Since your credit bureau information is constantly updated, it's not unusual for your VantageScore® credit score to vary between check-ins.

There could be several reasons for a large change. Acquiring new credit, paying down existing debt or making a late payment can all impact your score.

Less likely is the possibility that an account or your identity has been the subject of fraud. That's why it's a good habit to check in on your credit from month to month, as well as view your full detailed credit report. You can get it every year at no cost from www.annualcreditreport.com.

Yes, it's not uncommon for scores to stay stable from month to month. Your credit score is based on information from your credit bureau report and, in general, it takes significant changes (such as paying down debt or opening new credit) to see drastic changes in either direction.

There are other credit score providers and scoring models in the market. Chase and other lenders could use one other than your VantageScore® credit score to make decisions. Lenders may also use their own calculation or a custom score to determine your creditworthiness.

Since your information and score calculations can vary between credit bureaus, you could have different scores at each of the three credit reporting agencies — TransUnion, Experian and Equifax.

If you don't see a credit score yet, you probably opened your first credit account in the past few months. It can take 6 to 9 months for your score to appear on Chase Credit Journey.

Are you a student?  Visit our Chase.com student section for more information and tips that can help with your finances.

This is normal if you've recently enrolled. Your credit score chart will build each month, and it starts with the first time you use Chase Credit Journey.

How Chase Credit Journey Works

No, it doesn't. You can check your score and use Chase Credit Journey as much as you like without it affecting your credit score.

The score you see in your Chase Credit Journey is the VantageScore® 3.0 by TransUnion. There are other providers and scores in the market, so it might differ from others you've seen.

Since your information and score calculations can vary between credit bureaus, you could have different scores at each of the three credit reporting agencies — TransUnion, Experian and Equifax. Chase and other lenders could use different credit scores and additional information to make decisions.

Other credit scores may use a scoring model other than VantageScore® 3.0, which is what we use for Chase Credit Journey. Credit scoring models generally use similar key factors that lenders want to know about before offering credit.

Only you can see your Chase Credit Journey and VantageScore®3.0 credit score.

Chase Credit Journey includes your VantageScore® credit score, updated every week when you sign in. In addition, you can see what factors might be impacting your score. This extra information helps you understand how certain things could be helping or harming your credit score.

The VantageScore® credit score in your Chase Credit Journey is calculated based on your TransUnion credit report.

Your Credit Overview summarizes your credit data from TransUnion, and displays the attributes generally used in credit score calculations. You can use the Score Simulator to see how changes could impact your score.

You can use the Credit Score Simulator to see how your credit score might change. It's an interactive tool that can help gauge the potential impact various actions or events could have on your credit score.

The Credit Score Simulator starts with information from your current TransUnion credit report, and then estimates how changes to that information could affect your score. It's an educational tool, which means the outcomes or estimates and not predictions.

It's also important to note that Chase Credit Journey can only evaluate the account info that's on your consumer credit report. If you have unreported or deleted accounts, they won't be reflected in your score.

Security Details

Identity Verification protects your privacy by ensuring that you and only you can see your credit report. This process confirms your identity either with a one-time Security PIN sent to your phone number or through a series of questions based on the account and personal information in your credit report. If your phone number can't be verified, you'll be asked to answer the questions.

• Your Security PIN is only sent once, and can't be resent.
• It's valid for 15 minutes and you have 3 tries to enter it correctly.
• If you can't enter your PIN yet, wait before having it sent to you. You can sign in later to continue where you left off.

• Questions are based on information from your credit report.
• You have one try to answer each question.
• The questions are multiple-choice.
• Your answers are compared with information in your credit report.
• It may take multiple questions to confirm your identity.
• After you've confirmed enough information, you can access your online credit report.
• If you need to look up something, you can sign out and verify your identity later (within three days).
• If you can't confirm your identity online, you'll be given alternate instructions.

Protecting your security and privacy are of the utmost importance. Identity Verification is a powerful fraud protection tool because it asks questions that only you can answer. Without it, unauthorized parties could access your private credit information.

Because the questions are based on your credit report, the information might be out-of-date or inaccurate. If you've paid off a loan, for example, it might not have been reported to the credit reporting agency yet.

If you can't confirm your identity, please follow the instructions online.

You might be asked about accounts that were closed up to three years ago. If needed, you can review your files or contact creditors to request the additional info.

If you can't confirm your identity, please call TransUnion customer service representatives Monday through Friday, from 8 AM to 9 PM ET at 1-844-343-5929.

If you can't confirm your identity, please call TransUnion customer service representatives Monday through Friday, from 8 AM to 9 PM ET at 1-844-343-5929.

You'll be asked questions about your credit history to try to confirm your identity. After it's been confirmed, you'll be able to view your credit report online right away.

My Account

If you have a Chase personal account, username and password, you can access Chase Credit Journey quickly and easily by logging in to your Chase account and finding the 'My Credit Journey' section.

Not enrolled in Chase Credit Journey yet? After you verify or enter your email address, you can access Chase Credit Journey through your Chase account.

If you only have a Chase Business account and do not see the access link to Chase Credit Journey on your Chase account, you can sign in here instead of through your Chase account.

Personal account customers can access Chase Credit Journey in the Chase Mobile App. Simply log in, scroll to the bottom of the page and click the Credit score link. If you aren't enrolled in Chase Credit Journey yet, you'll need to enter or confirm your email address. Then you'll be able to access it through the app.

If you only have a Chase Business account and do not see the access link to Chase Credit Journey on your Chase account, you can sign in on a desktop or mobile browser instead of through the mobile app.

 

Yes, you don't have to be a Chase customer to enroll in Chase Credit Journey and use it for free.

You won't be able to see your account history after you delete Chase Credit Journey, and you'll need to call to re-enroll if you change your mind. You can delete your account here.

Still have questions?

You can either email TransUnion or contact TransUnion customer service representatives Monday through Friday, from 8AM to 9PM ET at 844-343-5929.