Xactus Customer Service — Expert Guide for Lenders and Integrators

Overview of Xactus customer service

Xactus provides asset, income, and identity verification services to mortgage lenders and financial institutions, delivered through APIs, batch systems, and partner portals. Customer service for Xactus is focused on three pillars: technical integration support, workflow and product optimization, and data accuracy/exception handling. For enterprise customers, the support relationship typically includes a named account manager, onboarding project management, and access to a technical success team that coordinates product, data, and compliance questions.

Because Xactus products touch underwriting decisions and regulatory workflows, their support needs to prioritize traceability, reproducibility, and auditability. Expect customer service interactions to produce ticketed records, API call logs, sample payloads, and timestamped remediation steps suitable for examiners or internal audit trails.

How to contact Xactus and what to expect

The single source of truth is the company website (https://www.xactus.com) where you will find “Contact” and product pages that route to Sales or Support. Enterprise customers commonly use: (1) a customer portal/ticketing system for incidents and feature requests, (2) a designated account manager/CSM for contractual and roadmap items, and (3) a technical Slack/Teams channel or regular integration calls for active projects. If you do not know your account manager, use the website contact form or the “Support” link on the portal to open a ticket.

Response times vary by contract. Typical SLAs in this space are: initial response within 2 business hours for Severity 1 (production down or critical integration failure), within 24 hours for Severity 2 (partial outage or major functionality loss), and 3–5 business days for lower-priority items and enhancement requests. For urgent regulatory or borrower-impacting incidents, request escalation and include correlation IDs and sample payloads to accelerate triage.

Onboarding and technical integration support

Onboarding is a project with distinct phases: discovery, sandbox proof-of-concept (PoC), integration and test, validation and UAT, then production cutover. For standard API integrations, a best-practice timeline is 2–6 weeks from discovery to production-ready testing; complex enterprise or SFTP/batch integrations can take 8–12 weeks depending on compliance and legal review. During PoC, Xactus typically provides a sandbox endpoint, sample data sets, and API documentation with OpenAPI/Swagger definitions.

Integration support should include sample request/response examples, error code mappings, and idempotency guidance for retries. Ask for a mapping document that shows how Xactus response fields map to your LOS (loan origination system) fields. If you will be using webhook notifications, require a signed webhook option or HMAC verification and request replay logs during testing so you can validate end-to-end behavior before production traffic begins.

Pricing, contracting, and procurement considerations

Xactus pricing models in the verification market are typically either per-transaction (per-asset-verify, per-income-verify), a monthly subscription with included transaction blocks, or enterprise agreements with committed volumes and per-call tiers. When negotiating, clarify: transaction inclusions, overage rates, monthly minimums, fees for setup/implementation, and costs for custom fields or connectors. Ask for a 12–24 month rate guarantee clause if volume-based discounts are material to your underwriting economics.

Contract items to pay special attention to include uptime/availability commitments (target 99.9%+), data retention policies, SOC2/ISO certifications, breach notification timelines, and indemnity clauses around data inaccuracies that materially affect loan decisions. Request sample SOC2 Type II and any third-party audit reports during legal review.

Common issues, troubleshooting, and self-service resources

Typical problems customers encounter include authentication/token expiration errors, mismatched field mappings, webhook delivery failures, and data-match or lineage exceptions where returned asset values differ from borrower disclosures. Effective troubleshooting requires: timestamps, correlation IDs, raw request and response payloads, and any LOS-side logs for lifecycle correlation. Always reproduce the issue in sandbox first and capture the raw HTTP exchange for support.

Self-service resources that maximize resolution speed are: API docs, error code glossaries, sample payloads, integration checklists, and a searchable knowledge base. If your contract includes a sandbox, use synthetic test data and the vendor’s test harness to simulate retries, edge-case data, and webhook replay. For recurring problems, request a root-cause analysis (RCA) document from support with corrective steps and preventive measures.

• Top 6 data points to provide when opening a support ticket: 1) Correlation ID or transaction ID, 2) Exact timestamp (UTC) of the event, 3) Environment (Sandbox or Production) and endpoint URL, 4) Raw request and response payloads, 5) LOS/partner reference IDs, 6) Description of expected vs. actual behavior and steps to reproduce.

Escalation path, KPIs, and continuous improvement

Define an escalation ladder in your SLA: Tier 1 (support desk → ticket), Tier 2 (integration engineer), Tier 3 (product engineer/architect), and Executive escalation for contractual or regulatory impact. Include measurable KPIs: mean time to first response (target: < 2 hours for Sev1), mean time to resolution (goal: < 24 hours for Sev1), system uptime (99.9%+), and customer satisfaction (CSAT target > 4.0/5). Track monthly and quarterly performance reports and request capacity planning if your volumes are growing > 20% year-over-year.

For continuous improvement, schedule quarterly business reviews (QBRs) with your CSM to review KPIs, roadmap alignment, defect backlogs, and any upcoming API deprecations. Use these meetings to negotiate credits for SLA breaches and to plan load-testing windows prior to peak origination seasons. Well-run relationships convert support interactions into optimization opportunities that reduce false positives, lower manual work, and shorten lender turn times by measurable percentages.

• Escalation checklist for production-impacting incidents: 1) Open ticket with correlation IDs and attach raw logs; 2) Notify account manager and request severity classification; 3) Enable vendor logs and provide sample LOS records; 4) Ask for an RCA with timeline and mitigation plan; 5) Schedule follow-up and remediation verification before closing ticket.

What is another name for Xactus credit?

As you likely have heard, UniversalCIS | Credit Plus has been rebranded to Xactus. We’re very excited about our new beginning and the phenomenal future that lies ahead for us, the clients we serve, and the mortgage industry.

What is Xactus used for?

Xactus offers credit reporting and verification solutions for mortgage lenders. Through their advanced technology and vast database, lenders can access accurate credit information, assess borrower creditworthiness, and make informed lending decisions effectively and efficiently.

How to remove loan inquiries from credit report?

Removal of Loan Enquiry from a CIBIL Report

1. Steps to remove loan enquiries from CIBIL:
2. Note: If the enquiry is valid, it cannot be removed.
3. Step 1: Review Your Credit Report.
4. Step 2: Visit the CIBIL Website.
5. Step 3: Raise a Dispute.
6. Step 4: Wait for Verification.
7. Step 5: Track the Status.

What is a Xactus inquiry on my credit report?

Why does a Xactus inquiry appear on my credit report? The inquiry can appear as Xactus when one of our lender clients asks for a copy of your credit report in connection with a financial transaction. Contact us to find out the name of our lender client that submitted the credit report request.

How do I contact current customer service?

Our team is available 24/7 and you can chat with one of our agents directly in the Current app by heading to the Support section of your account and tapping Contact Us. We’re also available via email at [email protected], or by filling out the form here. We’re happy to help you out!

What hours is Experian customer service open?

Customer Support
Monday – Friday from 7 a.m. to 7 p.m.