You need to obtain consent for the credit pull. Consent can either be given by an applicant on the borrower’s portal, or by verbally confirming and marking consent in the Borrower tab of the overview section.
Consents that have been accepted will have a blue checkmark instead of a grey one.
If you have consent from the borrower but still cannot pull credit, there may be an issue with your credit score integrations. Let an administrator know if consent has been marked off but you still cannot pull credit.