Help & discover

To cancel a paid subscription, just log in to your Experian account and go to 'Subscriptions and payments'. Here you can cancel any paid subscriptions you have but keep your free Experian account and find all the information you need about any payments or refunds you might be due. Alternatively, you can contact us.

If you change your mind in the future, you can always reactivate your paid subscriptions from within your Experian account.

If you are having trouble logging into your account, visit our contact us page to see a list of options to help you with your specific login issue.

Even if you have a maximum Experian Credit Score of 999, you may still be refused credit by some companies. There are a few different reasons why this might happen:

• You don't meet the criteria laid out by that particular company such as what you do for work or if you own your own home
• Your income isn't big enough to cover the repayments
• You've made lots of credit applications recently, which can make companies think you're reliant on credit

If you've been refused credit, the best way to find out why is to ask the company that refused you directly. Remember too that lots of things can affect your Experian Credit Score, including just applying for credit, so it's worth checking regularly to make sure it hasn't changed since you last applied for credit.

We can't remove anything from your Experian Credit Report if it's accurate and true, although information only remains on your Experian Credit Report for a certain period of time.

• Account details remain for six years from date that account is closed (whether it's settled or defaulted)
• CCJs, IVAs and bankruptcies remain for six years from the date they start
• Searches remain for 12 months
• People you're financially associated with remain indefinitely and can't be removed while you're still associated with them (like having a joint bank account)

If none of these applies and you still think something isn't right and should be removed from your Experian Credit Report, you can contact us.

When we receive your query we will handle this in accordance with your rights under the Consumer Credit Act. This means we will contact the Organisation who provided the data you are querying and let you know the outcome within 28 days. This is because in most circumstances we are not allowed to change information on your credit report without permission from the company who provided it to us.

How often your Experian Credit Score gets updated depends on the type of Experian account you have.

If you have a free Experian account, we update your Experian Credit Score after 30 days each time you log in. If anything changes with your credit status it could change your Experian Credit Report, which could then influence your Experian Credit Score and this would show up as a change at the end of that 30-day period.

If you have a paid subscription like CreditExpert, your Experian Credit Score updates daily so you always have an up to date view of your credit status each time you log in.

You can still apply for credit with a poor eligibility rating, but your chances of being accepted are lower than if your rating is good. With credit cards for example, an eligibility rating of 20% means only two in ten applicants with similar information to you would be successful.

It's worth remembering that each time you apply for credit it's recorded on your credit report, and the more applications you make the more it will reduce your credit score and so your likelihood of getting credit.