Support and Resources

Innovis Support Contacts

Technical Integration Support:

• Email: [email protected]
• Hours: Business Hours (Monday-Friday, 9 AM - 5 PM ET)
• Use For: API questions, integration assistance, configuration changes, onboarding

24/7 Production Support:

• Email: [email protected]
• Phone: 888-750-5921
• Hours: 24 hours a day, 7 days a week, 365 days a year
• Use For: Production outages, urgent technical issues, system status

Managing End User Customers

Requesting New End User Codes

When you onboard new end-user customers who will be using your Innovis integration:

1. Gather Required Information:

   • End User Inquiry Display Name
   • End User Inquiry Display Phone Number
   • End User Inquiry Display Address
   • End User Inquiry Display City
   • End User Inquiry Display State
   • End User Inquiry Display Zipcode
   • Kind of Business

2. Create and populate a text file or Excel spreadsheet with your end user customers using the above fields as the column labels. PLEASE NOTE: Copying and pasting the above labels is strongly recommended to avoid mistypes.

3. Submit Request to Innovis:

   • Upload completed CSV file to the SFTP folder provisioned by Innovis during the reseller onboarding process
   • Contact Innovis Support for assistance

4. Receive End User Codes:

   • Innovis will provision a unique End User Code for each customer submitted
   • Innovis will configure the end user's inquiry name
   • You will receive confirmation and end user Codes via email

5. Update Your Systems:

   • Store the new End User Code
   • Link to your internal customer ID
   • Begin using in API requests

   Processing Time: Typically 2-3 business days

Updating Existing End User Customer Information

1. Gather Required Information for the End User Customer to be updated
   • Same information provided with a new end user customer above, plus the End User Code issued by Innovis during initial provisioning.
2. Populate the New End User Submittal CSV file, using the End User Code and labels provided in the New End User Codes instructions above..
3. Submit Request to Innovis:
   • Upload completed CSV file to the SFTP folder provisioned by Innovis during the reseller onboarding process
4. Receive Update Confirmation
   • Sent via email upon completion of the updates
5. Update Your Systems as Needed

Best Practices

Security:

• Never log OAuth tokens in plain text
• Store credentials in secure configuration management
• Use separate credentials for UAT and Production
• Rotate credentials periodically
• Restrict API access to necessary IP addresses only

Data Management:

• Store reportReferenceNumber and consumerId for future SECONDUSE requests
• Include customerTraceNumber in your transaction logs for troubleshooting
• Implement request/response logging (sanitize sensitive data)
• Archive responses for compliance and dispute resolution

Performance:

• Implement connection pooling for API calls
• Use appropriate timeouts (30-60 seconds recommended)
• Handle rate limiting gracefully (if applicable)
• Monitor API response times and error rates

Error Handling:

• Implement retry logic with exponential backoff
• Log all errors with full context
• Monitor returnCode trends to identify systematic issues
• Set up alerts for elevated error rates

FCRA Compliance:

• Always obtain proper authorization before pulling reports
• Use correct permissible purpose codes
• Provide adverse action notices when required
• Maintain audit trail of all credit report access
• Submit SECONDUSE inquiries when reports are shared with secondary users