During the tenant screening process, a series of identity verification questions are used to confirm who you are before generating your background and credit report. The answers you provide are matched against information on file to create your individual screening report.
Identity Verification Failed Error
If the answers you provide do not match what is on file, you will see the following error message:
"Automated identity verification failed. Please contact TransUnion ShareAble customer support at (833) 458-6338 with screening reference #XXXXXX to manually verify your identity."
If you receive this message, here is what to do next:
- Call TransUnion ShareAble customer support at (833) 458-6338
- Let them know you are using Hemlane and provide the reference number shown in your error message
- TransUnion will verify your account information including your SSN, date of birth, and address
You will receive 2 additional attempts via phone to verify your identity.
What If My Report Came Back Blank or Filled With Zeros?
A blank or incomplete report is most commonly caused by incorrect information submitted during the screening process. This can include using a nickname or non-legal name such as Sammy instead of Samantha, or entering an incorrect social security number.
If you submitted a screening with incorrect information, please reach out to our support team at support@hemlane.com and we can request a new screening report using your correct identifying information.
Please note: You will be required to pay the $40 fee again for processing and providing a brand new report with the new identity information.
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