How can we help you?

Quick answers

Will checking my offers affect my credit score?

No. We use a soft credit inquiry when generating your offer list. Soft checks are invisible to other lenders and have no impact on your score. A hard inquiry only occurs if you choose to formally apply with a lender — and only that lender performs it, not Creditly.

Why am I not seeing any offers?

Offers appear once we have enough profile data to match you reliably. Make sure your identity is verified, your income details are filled in, and your account is fully set up. If you have completed all steps and still see no offers, contact our support team — it could be a temporary gap in our lender network for your region.

How is my Creditly score different from my bureau score?

Your bureau score is a point-in-time snapshot held by a credit reference agency. Your Creditly score is our proprietary fit-score: it weighs your bureau data together with income, existing obligations, spending patterns, and the specific criteria of lenders in our network. It is designed to predict offer approval likelihood, not creditworthiness in the abstract.

How do I update my personal or financial information?

Go to Settings → My Profile inside the app. Changes to income or employment details take effect on your next score refresh, which runs overnight. If a field is locked for security reasons, contact support to initiate a verified update.

Is my data shared with lenders before I apply?

We share only a soft-check data package — enough for lenders to produce a real indicative offer — without your full personal identifiers. Your full details are transmitted to a lender only when you actively choose to apply through Creditly.

Can I use Creditly in multiple countries?

Creditly is currently available in Spain, Portugal, Mexico, Colombia, and Brazil. Your account is tied to the market you registered in. Multi-market support is on our roadmap — sign up for product updates to be notified when it launches.

How do I close my account and delete my data?

You can request account deletion from Settings → Privacy → Delete my account. Under GDPR and equivalent Latin American data protection regulations, we will erase your personal data within 30 days, retaining only records we are legally required to keep (for example, records of completed loan referrals).

I have a complaint. What is the process?

Send your complaint to support@creditly.com with the subject line 'Formal complaint'. We acknowledge all complaints within one business day and aim to resolve them within five. If you are unsatisfied with our resolution, you may escalate to the relevant financial ombudsman in your jurisdiction — details are in our Terms of Service.