Common issues and causes

Use this section to identify typical issues that may occur when configuring or running Reltio Identity Builder.

• No matches generated after data load: Required matching attributes such as FirstName, LastName, YoB, MoB, and at least one of Address, Email, or Phone may be missing or unmapped.
• Matches not merging automatically: Only suspect match strategies are enabled; automatic strategies (1–4) are needed for self-resolving profiles.
• Incomplete enrichment values: The record did not meet the required matching conditions, the attribute is not populated in the reference data, or the enrichment attribute is available only in the Enrich Plus tier.

Licensing and prerequisites

Reltio Identity Builder is a premium add-on that requires separate entitlement and provisioning.

• Requires an MDM or 360 data product base package
• Works only with tenants provisioned under the B2C data model or an equivalent custom mapping.
• Provisioning and attribute-mapping assistance is available through Reltio Professional Services.

Data provider and privacy considerations

The Reltio Intelligent Identity Graph data is compiled from hundreds of verified public and proprietary sources and complies with U.S. privacy and permissible-use regulations.

• Identity Builder matches and enriches only customer-provided data; it does not support prospecting or direct dataset queries.
• The reference dataset is not downloadable or searchable outside of governed matching processes.

Workarounds and support

• Verify that your tenant is provisioned with the Reltio Identity Builder entitlement.
• Reconfirm mapping of FirstName, LastName, DOB, and at least one of Address, Email, or Phone.
• Review Hub’s Data Sources and History tabs to confirm that enrichment values originate from the Reltio Identity Builder.
• Contact Reltio Support with your tenant ID, environment, and record examples if problems persist.