FAQ and common errors
A batch showed a -100% change and every row as a decrease
This was a known problem and it is fixed. When a file had no Credit Limit column, or left the limit blank on some rows, those rows used to be read as a limit of zero. A file meant to change only statuses or segments then looked like it would wipe out every limit: total exposure dropped by 100% and every row was counted as a decrease.
Today a missing limit means "keep the current limit", everywhere: in the review step, in the recommendations table, in the batch detail and when the batch is applied. A file without the limit column changes no limit at all.
Two things you may still see, and what they mean:
- A ≥ sign next to an observed total. Some customers in the batch have no current limit recorded, so they count as zero and the real total is at least that amount. Hover over the number to see how many customers are missing a limit.
- New instead of a percentage. The customer had no limit before, so there is no percentage to show.
If a review still shows a drop you did not expect, check that the limit column's header was recognized or mapped, and that the values are in the right column.
The file was rejected, but only a few rows are wrong
That is intended. If any row has an error, the whole file is rejected and nothing is created, so a batch never goes out half-checked. The screen lists how many rows failed and why; Download Error Report gives you the file back with each problem marked. Fix those rows, or remove them, and upload again.
Some findings are warnings and do not reject the file: customers who do not have a credit line yet (one is created when the batch applies), archived customers (their rows are skipped), and blank segment names (the customer keeps their current segment).
Every row says "Customer ID not found in system"
The values in the file do not match the Customer identifier you selected. Check which identity the file uses (a tax ID, an internal code or something else) and select that one. AltScore IDs and external IDs match whatever you select.
The screen says the main partner is not configured
The upload needs to know which partner your credit lines belong to. If the message Main Partner ID is not configured. Go to Settings > CMS to set it up. appears, an administrator has to set it in Settings › CMS before any file can be validated.
Segments are categories, not customer fields
A customer's segment is a category, not a data field. The scope step of policies and segment adjustments offers both: categories, marked with a Category badge, and the data fields your organization marked for segmentation. If segments do not appear, check that the category exists under Customers › Categories.
The same applies to the Segment column of a file: it writes to the category your organization configured as the one that holds segments. If none is configured, the column is ignored and only the limits apply.
Does test mode make my batch a test?
No. Test Mode, in the user menu, changes what you see: with it on, the Limits tab, its summary cards, the individual recommendations and the individual entries of Change History show only test customers.
Whether a change is real or a test depends on each customer, not on the switch. A batch that includes real customers writes their real credit lines, with test mode on or off. To try the screen safely, use a file that contains only test customers.
Batches themselves are not filtered by test mode: the batch rows in Recommendations and the Schedule tab look the same either way, and a batch's lines are always listed in full.
I turned on "Keep disabled lines disabled", but some disabled lines were enabled
That option protects the limit of lines that are currently disabled, not their status. If the file also sets Credit Enabled to Yes for one of them, the line is enabled. To leave disabled lines completely alone, remove them from the file or leave their Credit Enabled cell blank.
Can I edit the dates of a batch?
No. The activation and expiry dates are fixed when the batch is created. To change them, discard the batch and create it again. That is also the only way out for a batch whose expiry passed before anyone applied it, since the platform refuses to apply it then.
My temporary change was reverted, but some lines kept the temporary limit
Those lines were changed by someone (a person or another process) while the change was in force. The revert does not undo a later decision, so it leaves them as they are and counts them as left untouched. Decide line by line whether to keep their current limit or to load a new change for them.
Limits changed back and nobody on the team did it
If the batch had an expiry date, that is the automatic revert: the hourly check restores the previous limits once the expiry passes, without anybody pressing a button. The batch's Reverts row in Schedule shows when it was due and how many lines it returned.
A batch has been processing for a long time
Large batches take minutes, and the detail page shows a counter and an estimate. If the page says the process behind the batch ended while the batch is still processing, it may stay stuck until the platform's own recovery marks it as failed: use Cancel processing, and then Retry processing or Delete batch. If the counter simply stopped, reload the page first, because live updates may have stopped arriving. See Tracking a batch.
Where is the API for this?
Batches are change sets in the API, part of the Borrower Central API.