NOTE: If you are completing an Experian Background & Credit Check, you can find more info on this process here. You can confirm by reviewing the name of the Provider on the Credit & Background step.
Completing Your Background & Credit Check with TransUnion
As part of the application, the property you are applying for may require a Background & Credit Check. This article will guide you through how to complete your TransUnion Background & Credit Check.
1. Enter Your SSN or ITIN: To begin the credit and background check, enter your SSN or ITIN on the application page. You'll need to enter it twice to prevent typos.
If you do not have an SSN or ITIN, select the "I don't have an SSN/ITIN" check box while filling out the TransUnion form.
This will require you to leave a reason explaining the lack of SSN/ITIN.
Once you've saved your reason, you can then proceed through the remainder of the application.
2. Complete the Verification Questionnaire: After entering your SSN or ITIN, TransUnion will use the information shared in your Basic Info step to reference a credit profile. This will be used to generate a identity verification questionnaire from TransUnion.
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You will be prompted to answer 3 multiple-choice questions based on the credit profile pulled by TransUnion. Only you should know the answers.
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Note: If you can't pass the quiz or encounter an error, you may be required to manually verify your identity with TransUnion.
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3. Review your Report: Once you've completed the verification, the paid will load with your credit report for your review. The following pages will allow you to review your Background Check results also.
This review step allows you to confirm that your credit and background information is accurate. If you have concerns about the credit score returned, check out this article. For information on how to dispute a report, click here.
Once you've reviewed, you'll be able to continue through the remainder of your VERO application.
"Unable to Verify" - Complete Manual Verification with TransUnion
After entering your SSN or ITIN and making the questionnaire selections, you may receive an "Unable to Verify" message. You must contact TransUnion at the number provided on screen, and provide your screening request ID shown. You will see a pop up like the one below:
You will not be able to continue your application until you have completed verification directly with TransUnion. Manual Verification may involve answering security questions over the phone, or submitting documentation directly to TransUnion.
NOTE: Once you have manually verified over the phone with TransUnion, they will reprocess and update your report within your VERO Application.
This can take up to 48 hours, and you will not be able to continue your application until the update is received directly from TransUnion.
Why am I "Unable to Verify" on my TransUnion Background and Credit Check
Incorrect Information On Application's Basic Info Step
Sometimes typos or mistakes with personal details like first name, last name, middle name, date of birth, and SSN will cause the information on the consumer profile and the application to not match, resulting in an inability for TransUnion to verify your identity.
When you call TransUnion to verify, they'll confirm the mistake and direct you to update your application with VERO. Once you have made the necessary updates to the information on your application, you must reach out to VERO Support to re-submitting your updated personal data to TransUnion. If you need help with how to make these edits, VERO Support can assist with this as well!
Failed Questionnaire
If you answered any of the questions incorrectly, you'll be prompted to retry with three new questions.
However, a maximum of 7 failed attempts across ALL TransUnion products are allowed, after which you'll be required to manually verify.
For example, if you applied for another lease with a company also using TransUnion and missed 3 times, and then miss 4 times in VERO, that'll hit the 7 attempt threshold.
You are required to manually verify with TransUnion, after which, your allotted 7 failed attempts will restart. If you do not manually verify, you will automatically be presented with manual verification instead of the questionnaire on any TransUnion product until you complete manual verification.
Credit Report Block or Freeze
Victims of identity theft or users of certain identity theft prevention services are immediately prompted to manually verify with TransUnion without completing a questionnaire because of the block on their credit report. This is less common, but if this is the case you will still be required to call TransUnion to complete the manual verification and release the reports.
Other Reasons
There are other potential reasons that one would be prompted to manually verify, like having too limited credit history to generate a questionnaire, but these are rare.
TransUnion does not share reasons for manual verification for applicants with VERO. Nor do they share the status or requirements of completing manual verification, which allows them to maintain security and compliance.
As such, once manual verification has been prompted for an applicant, VERO is unable to assist or act on behalf of the applicant in order to complete this step beyond enabling them to update their application details.
No matter what reason led to you being prompted to manually verify with TransUnion, you must call and successfully complete the verification process in order to receive a credit and background report. VERO has no way to reset the questionnaire or bypass TransUnion's verification process.
Review Reports
Once you have completed the verification process through the questionnaire or manually, you will be able to proceed through to review the reports generated by TransUnion directly in your Application.
You can also review your reports after submission at any time by logging into your VERO account at renter.sayvero.com and clicking VIEW on the application associated with your report and then selecting the Background & Credit tab. You can find more information on viewing your applications here.
Requesting a Copy of Your Report
If you need a hard copy of your Credit & Background report, there are three ways for you to obtain a copy.
Print or print to save as PDF your Application that contains your report from your computer's browser while viewing your application on your VERO profile.
Contact the agent or landlord you applied to and ask them for a PDF copy of your report and application.
You will be sent a copy of your application and report via email in the event of a decline decision, to ensure you can review the information used in your application.
Disputing Errors on Your TransUnion Credit or Background Report
If you notice any discrepancies or incorrect records on your credit or background report generated by TransUnion, you must contact TransUnion to initiate a dispute.
If your Credit Score is not what you expected, first read over some common Credit Score Concerns before filing a dispute here.
To initiate a dispute, contact TransUnion directly. You can reach out to TransUnion at 1-833-458-6338.
Hours of Operation
Monday-Friday: 8am - 8pm EST
Saturday: 10:30am EST- 7:00pm EST
Sunday: 10:30am EST - 7:00pm EST
TransUnion may need additional supporting documentation from you in order to finish the dispute and remove the error.
TransUnion will complete any reinvestigation of your report. This can take up to 30 days.
Once the reinvestigation is complete, they will notify you directly of the results.
VERO Support nor Leasing Agents are able to contact TransUnion on your behalf to expedite or assist in the Dispute or TransUnion Manual Verification process.
"Error Generating Report" on TransUnion Background & Credit Check Step
If you see an "Error Generating Report" message after entering your SSN or ITIN on the TransUnion background and credit check, this can usually be resolved by correcting missing or incorrect information in your application. Below, we’ll explain the possible causes of this error and how you can fix it.
Below is what the error message looks like after entering your SSN or ITIN to begin the Background and Credit Check:
Common Causes of the "Error Generating Report" Message
This error typically happens when key information—such as your contact details or address—is missing, incomplete, or incorrectly entered. The following are the most common reasons:
Missing or incorrect residential history.
Missing or incorrect basic contact info (e.g., name, date of birth).
Incorrect or unsupported international addresses.
How to Fix the "Error Generating Report"
1. Review and Update Residential History
Your residential history is essential to generate the report. Ensure the address you provided matches your current living situation.
Click the “X” on the "Error Generating Report" pop-up.
Click the three horizontal dots in the upper right corner and select "View Progress".
Navigate to the Residential History section.
Add any missing information or correct any errors in your residential history.
Click "Next" to proceed to the next section after updating your details.
If You Are Using an International Address, VERO currently does not accept international addresses when completing an application. Entering the international address in a way that is unacceptable may result in the above error. Follow the steps in this article to update your address.
2. Review and Update Basic Contact Information
In addition to your address, TransUnion requires your full name, date of birth, and SSN to generate the report. Double-check these fields.
Click the three horizontal dots in the upper right corner and select "View Progress".
Navigate to Basic Contact Info and make sure your details are accurate.
Correct any missing or incorrect information.
Click "Next" to reload the Background & Credit section with updated info
Criminal Report & Housing Records Report
During the Background and Credit Check process, you will encounter both the Criminal Report and the Housing Records Report.
While these reports are generating, you will see the corresponding messages and must wait for them to complete before viewing the results. However, you can still navigate to a different step in the application using the "View Progress Summary" page. After completing another step, the system will automatically return you to the Background and Credit Check step.
The report typically takes 1 to 2 business days to complete. Once it is ready, you will receive an email notification and can proceed with submitting your application.