Hemlane uses TransUnion for all background and credit reports. If TransUnion is unable to verify an applicant's identity through their automated system, the applicant may need to manually verify their identity directly with TransUnion. As a result, the verification process may take longer than expected.
How Do I Contact TransUnion?
If you receive an error message in Hemlane regarding your background and credit report, you have two options for reaching TransUnion ShareAble Customer Support:
- Call (833) 458-6338 and provide the reference number shown in your error message
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Email mydocs@transunion.com with the following:
- A copy of your government-issued ID (see accepted documents below)
- The reference number shown in your error message
- Any required verification documentation
Emailing ahead of your call is recommended for the fastest resolution. Please note that because TransUnion creates and provides all credit and background reports, Hemlane is unable to expedite the background process on your behalf.
What Is the Expected Turnaround Time?
TransUnion's quoted turnaround time is 3 to 5 business days. The process can be slowed down by incorrectly provided information such as an incorrect social security number, date of birth, address, or the use of a nickname instead of a legal name.
If TransUnion cannot confirm a person's SSN or ITIN, they may request a signed color copy of the applicant's Social Security card. This is part of the standard TransUnion verification process and all private information is handled securely by their team.
Documents must be submitted in an accepted format and be legible: JPEG, PNG, JPG, or PDF.
How Safe Is It to Send This Information Over Email?
All emails and documents sent to TransUnion go to an internal inbox where each email creates its own case for their team to review. Once documents are received, the applicant will receive an email confirmation from TransUnion that includes a case number. If TransUnion has any questions or needs additional information, they will respond directly to that email.
Applicants with little or no credit history can still work with the TransUnion team to have their report processed.
What Documents Does TransUnion Require?
TransUnion requires a government-issued photo ID along with at least one secondary identity verification document.
Accepted Government-Issued Photo IDs:
- State-issued driver's license
- State-issued driver's learning permit license
- State-issued identification card
- Military ID card
- U.S. Visa
- Permanent Resident Card (Form I-551)
- Employment Authorization Document Card (Form I-766)
- Passport (U.S. or Foreign)
- Passport ID card
Please note that no other forms of photo identification are accepted at this time.
Accepted Secondary Identity Verification Documents:
- U.S. bank statement, including checking, savings, deposit, student, or hassle-free accounts. The statement must clearly state the account type.
- Welcome letter from a U.S. bank when an account was recently opened. The letter must state the account type.
- Gas bill
- Electricity bill (electric or oil heat)
- Water and/or sewer bill
- Trash, waste removal, or recycling bill
All secondary documents must meet the following three requirements to be accepted by TransUnion:
- States the applicant's full name and address
- Includes a company logo, letterhead, or watermark from the issuing company
- Is recent, meaning dated within 60 days of the screening request
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