Why Can't I View My Tenant's Screening Report?

If you're having trouble viewing a tenant's screening report, this guide covers the most common reasons and how to fix them.

Step 1: Check the screening status

The status of a screening tells you exactly where things stand. Here's what each status means:

Pending / In Progress — The applicant has not yet completed all required steps. The report cannot be viewed until they finish. See below for what to check.
Available — The applicant has completed all steps. The report is ready to be generated. You must click the "View Report" button to see it (it is not displayed automatically).
Expired — The report is no longer accessible. Reports expire 30 days after they are generated. The applicant will need to restart the screening process.
Cancelled — The screening was not completed within 3 days and was automatically cancelled. A new screening request must be sent.

Step 2: How to open the report when status shows "Available"

When the status is Available, the report is ready but you need to generate it manually:

Go to the Listings & Applications page.
Click the Applications tab and open the applicant's application.
Switch to the Screening tab within the application.
Click the green "View Report" button.
The full report will load, divided into sections (background check, credit, eviction history, etc.).

Note: The report does not appear automatically when it becomes available. You must click "View Report" to generate it. If the report appears blank after clicking, scroll down or switch tabs — the data loads in sections.

The report status is "Available" but clicking "View Report" shows nothing — why?

This almost always means the applicant has not completed identity verification with TransUnion, even if the status looks ready. Here's what to check:

Ask the applicant to log in to their TenantCloud account and check if they have a pending step or an email from TransUnion.
The applicant may need to complete identity verification by phone — TransUnion will provide a screening ID and a phone number.
Manual verification (via phone) can take up to 48 hours.
If the applicant entered a name that doesn't match their records (e.g., "Bob" vs. "Robert"), this can cause a verification failure. They may need to re-screen with their legal name.

The report status is still "Pending" — what should I do?

The screening will remain Pending until the applicant completes all required steps on their end. You can:

Ask the applicant to check their email for instructions from TenantCloud and TransUnion.
Remind them the screening request will auto-cancel if not completed within 5 days. If it has already been cancelled, you will need to send a new screening request.
Check the screening status tooltip on the Screenings tab — hover over the status icon for more context about what step is pending.

Important: Screening requests automatically cancel if the applicant does not complete all steps within 5 days. If this happens, you will need to resend the request. Applicants will be charged again for a new screening.

I received a notification that the report is ready, but I can't find it

Once a screening is complete, you'll receive an email notification. To find the report:

Go to Listings & Applications and select the Applications tab.
Find the applicant — a colorful diagram around their profile photo indicates the report is ready (a grey diagram means it's still in progress).
Open the application and go to the Screening tab.
Click "View Report" to generate the report.

You can also find all screening reports in one place by going to the Screenings tab on the Listings & Applications page. The expiration date is displayed next to each report.

How do I screen a tenant?
What does the Full Check report look like?
How long is the screening report available to view?