Hemlane uses a 3rd party credit bureau, TransUnion, for all our background and credit reports. If TransUnion is unable to verify your applicant's identity through their automated system, the applicant may be required to call TransUnion ShareAble Customer Support and manually verify their identity. As a result, verifications may take longer than expected.
TransUnion Wait Times
TransUnion is currently experiencing high call volumes but is actively training new agents to assist with user inquiries. Should you receive an error message in Hemlane regarding your background and credit report, please call TransUnion ShareAble customer support at (833) 458-6338 and provide them with the reference number that is shown in your error message.
Because TransUnion creates and provides all credit and background reports, Hemlane is unable expedite the background process for you.
For fastest service, before calling TransUnion ShareAble Customer Support, you can also email their team, firstname.lastname@example.org, with the following information:
(1) a copy of your government-issued ID (requirements below)
(2) the reference number shown in your error message
(3) and the required verification documentation
What is the expected turnaround time?
The quoted turnaround time for TransUnion is between 24 to 48 hours. TransUnion works as quickly as possible to review and update reports as quickly as possible though the process can be slowed down due to incorrectly provided information, such as incorrect documents provided, or mistypes in the request, such as an incorrect social security number (SSN), date of birth, address, nicknames etc.
If TransUnion cannot confirm a person's SSN/ITIN, they may request that the user send a signed, color copy* of their Social Security card. This is all a part of the normal TransUnion verification process and all private information is handled with the upmost care and security by their teams.
*Documents must be in an accepted format and legible (JPEG, PNG, JPG, PDF)
How safe is it to send this information over email? What if an applicant has concerns?
All emails and documents sent to Transunion go to an internal email and each email creates its own case for the TransUnion's team to review. The applicant will also receive an email response from TransUnion that includes a case number, once the documents have been received. If TransUnion has any problems or questions, TransUnion will respond to the received email directly.
Even applicants with little or no credit data can work with the TransUnion team to have their report processed.
What documents needs to be send to TransUnion?
TransUnion requires a government issued ID to be provided along with secondary identity verification document(s) in order to verify a user's identity and generate their background and screening report. Below is a list of IDs and documents accepted by TransUnion.
Government Issued photo IDs accepted by TransUnion:
State-issued driver’s license
State-issued driver’s learning permit license
State-issued identification card
Military ID card
Permanent Resident Card (Form I-551)
Employment Authorization Document Card (Form I-766)
Passport (U.S. or Foreign)
Passport ID card
Please note: No other forms of photo identification are accepted at this time.
Secondary identity verification documents accepted by TransUnion:
- U.S. Bank statement
This includes statements from a checking, savings, deposit, student or hassle-free bank account. The statement provided must state what type of an account it is (checking account, savings account, deposit account, banking account, student account or hassle-free account).
- Welcome letter from the U.S. bank when an account was just opened
The letter must state if the account is a checking account, savings account, deposit account, banking account, student account or hassle-free account
- Gas bill
- Electricity bill (electric or oil heat)
- Water and/or sewer bill
- Trash/waste removal, or recycling bill
When submitting the secondary identity verification document, it MUST meet the following three requirements in order to be reviewed by the TransUnion team:
- States the applicant's name and full address
- Have a company logo, letterhead, or watermark on it from the company who sent it
- Be recent – the document must be within 60 days of the date of the application request
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