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, and at least one of Address, Email, or Phone may be missing or unmapped. YoB and MoB are optional and improve match confidence but are not required for a match.

• Matches not merging automatically: Only suspect match strategies are enabled; the automatic match strategy is 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 at a higher tier (Enrich or Enrich Plus).

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.

• If you need to build this custom mapping, we recommend adopting the required configuration elements in their entirety; if equivalent elements already exist in your tenant, review and reconcile any differences (for example, survivorship rules).

• Provisioning and attribute-mapping assistance is available through Reltio Professional Services or an implementation partner.

• Available only for US consumer data, on AWS tenants hosted in the US.

• Not supported for HIPAA tenants or on Azure or GCP; support for these environments is on the roadmap. The reference dataset does not contain HIPAA data.

• Not available in China.

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.

• Source data is compiled from three categories: government public records (for example, tax assessor and deed files, voter registration, or state occupational licenses, where permitted by federal and state law), publicly available sources (for example, telephone directory assistance), and third-party data aggregators and original sources.

• 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.

• Matching and enrichment occur on a point-in-time basis against Reltio's currently available data at the time of the query. Reltio does not update the matches and enrichment at a later date unless another query is run.

• USPS National Change of Address (NCOA) data is one of the sources in the reference dataset, but Reltio Identity Builder is not a surrogate or replacement for formal NCOA processing, and does not convey NCOA "nixie" codes. If you prepare mailings that must meet USPS change-of-address certification rules, run the NCOA process through your mailing provider at the time of mail preparation.

• Identity Builder does not support SSN verification — the reference dataset does not contain SSN data.

• Identity Builder data is not obtained through web scraping or crawling.

• Identity Builder data does not contain Personal Information considered Sensitive Personal Information (SPI) under data protection laws.

• Identity Builder data does not contain Consumer Health Data as defined by Washington's My Health My Data Act or Nevada's Consumer Health Data Privacy Act.

• Reltio does not knowingly accept, process, or share person-level data concerning children aged 16 and under from its Identity Builder data sources.

Workarounds and support

• Verify that your tenant is provisioned with the Reltio Identity Builder entitlement.

• Reconfirm mapping of FirstName, LastName, and at least one of Address, Email, or Phone. Optionally confirm YoB/MoB or a full date-of-birth attribute if your subscription uses match strategies that require them.

• Review Hub's Data Sources and History tabs to confirm that enrichment values originate from the Reltio Identity Builder.

• For DTSS-level issues, see Reltio DTSS set up.

• Contact Reltio Support with your tenant ID, environment, and record examples if problems persist.