While the ISO Passport® system has proven to be very reliable, there are instances when error conditions may occur. In most cases, ISO Customer Service personnel can quickly resolve these problems, and you simply need to resubmit your order(s). Following are some of the problems and error messages that you may encounter while using ISO Passport:
System failures may occur when ISO Passport is unable to validate the information you enter or confirm user eligibility requirements. When that happens, the Report Status screen will list the report as FAILED. If you click on a report with a status of FAILED, ISO Passport will display a System Processing Error page that lists the specific error codes. ISO makes every effort to correct these problems within a reasonable period of time. However, if this problem persists after resubmitting your order several times, please contact the ISO Customer Support Center at 1-800-888-4476.
ISO Passport has scheduled maintenance periods every Thursday from 4:00 a.m. to 5:00 a.m., Eastern Time, and every Sunday from 12:00 midnight to 4:00 a.m., Eastern Time. Reports will not process when ISO Passport is in maintenance mode. If you order reports during a maintenance period, you will get an error message asking you to order your reports later.
LOCATION® also has scheduled maintenance periods. If you order reports during a LOCATION maintenance period, the View Reports page displays a red COMPLETE under the Status column. An error message also indicates that the system is in maintenance mode. You can find the LOCATION maintenance schedule under Help in the ISO Passport menu.
Data source errors may occur when a third-party data provider is unable to provide the data requested by ISO Passport. When that happens, the report request status will list the main report as COMPLETE (in red text), but the detailed listing for the individual report (obtained by clicking the + sign in the Status/Reports list) will show a status of FAILED. The details for the report will indicate a System Processing/Data Source Error. ISO makes every effort to correct these problems within a reasonable period of time. However, if this problem persists after resubmitting your order several times, please contact the ISO Customer Support Center at 1-800-888-4476.
If your report fails because you placed the order during scheduled maintenance, you will have to reorder after the maintenance period ends. This requirement applies to all ISO Passport reports.
If your report fails because the data source for the report is having an unscheduled outage, you may or may not have to reorder when the outage ends. Here are the details:
For LOCATION reports, you do not need to reorder. ISO Passport will automatically return your reports after the outage ends.
For most other reports, you do need to reorder after the outage ends.
For certain reports, you have the option to sign up for stand-in processing (also called retry processing). When you sign up, you will specify a time-out period — that is, the length of time you want the system to continue trying to order your report. During an outage, ISO Passport will automatically retry your request until the data source becomes available or until the end of your specified time-out period, whichever comes first. Stand-in processing is available at no extra charge, but you must sign up before it takes effect. Contact the ISO Customer Support Center at 1-800-888-4476 for more details and for a list of ISO Passport products that offer retry processing.