---
title: Why am I unable to receive prequalification rates during online account opening? 
description: Learn why you may be unable to receive prequalification rates and how to unlock or unfreeze your credit file to continue.
---

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# Why am I unable to receive prequalification rates during online account opening?

If you’re unable to receive prequalification rates during Online Account Opening, your credit file may be locked or frozen with the credit bureau.

A credit freeze or lock helps protect against unauthorized access to your credit report, but it can also prevent us from retrieving the information needed to provide prequalification offers.

#### **What You Need to Do**

If your credit file is locked or frozen:

1. Contact the credit bureau listed in the message you received (for example, Equifax).
2. Request to temporarily unfreeze or unlock your credit file.
3. Return to the Online Account Opening process and try again.

#### **Contacting Equifax**

If Equifax is the bureau listed in your message, you can manage your credit freeze or lock directly through Equifax.

You may need to verify your identity before making changes to your credit file.

**Important:** Unlocking or unfreezing your credit file does not impact your credit score. It simply allows authorized access to your credit report for the prequalification process.

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