Overview
When filling out a rental application, your prospects may have some issues that prevent them from successfully submitting the application. Don't worry, these mistakes are often minor and easily correctable!
Why is the Rental Applicant Having Trouble?
The Prospect enters incorrect information
If the applicant's identity cannot be verified, they'll need to contact TransUnion and find out what information was incorrect. They can contact TransUnion support at 1-844-647-4491.
Below are some common issues where a prospect's information could be entered incorrectly:
If the applicant uses their browser autofill function without double-checking the information, it might be incorrect for the application. They should review their information carefully and make sure they are using the correct information.
If the applicant submits a rental application with incorrect information, TransUnion will not be able to verify their identity for the background check. In this case, you will need to have the applicant submit their application again using these instructions, taking extra care to enter the correct information.
The applicant might have also left some required fields blank and forget to check the page for errors before trying to click to the next page. They should check to make sure they aren't leaving the required fields blank.
Make sure the applicant is from the United States. Currently, background checks can only be run on US residents and citizens. Please have them fill out all information in English.
The Prospect uses invalid payment information
If your applicant enters their payment information incorrectly, their payment won't process and they won't be able to submit a rental application.
They should make sure they are entering the correct information for their credit card when paying for the rental application.
If their credit card payment will not go through, have them try another payment method.
Free applications using the "Cover Screening Costs" option will not have this issue.
The Prospect has general computer, phone, or internet issues
Unfortunately, if the applicant has general computer, phone, or internet connection problems, they might not be able to submit a rental application.
They should try a different device or find a location with a better internet connection and try to submit their rental application again.