"Automated identity verification failed. Please contact TransUnion ShareAble customer support at (833) 458-6338 with screening reference #XXXXXX to manually verify your identity."
If your answers do not match what is on file, then you will receive this identity verification failed error message. If you receive this error message, then here are the next steps:
- Call TransUnion ShareAble customer support at (833) 458-6338
- Let them know that you are using Hemlane and provide them with the request reference number that is shown in your error message. When you call, customer support will verify your account information (SSN, DOB, address, etc.).
You will receive 2 additional attempts via phone to verify your identity.
What if my report was returned blank or filled with 0s?
The most common reason a report is returned with no information is because one or more piece(s) of information provided by the user are incorrect such as a nickname or non-legal name (Sammy instead of Samantha) or incorrectly entering in their social security number.
If you notice you have submitted a screening report with incorrect information, please reach out to our Support team at firstname.lastname@example.org and our team can request a new screening report to be filled out and submitted using your correct identifying information.
Please note: You will be required to pay the $30 fee again for processing and providing a brand new report with the new identity information.
keywords: screening, error, error screening, 20010, TransUnion, SmartMove, call