Error message: Identity Verification, Action Required!

Intellirent is partnered with TransUnion to provide agents/landlords with complete credit reports and nationwide background checks. In order to do so, an applicant must pass TransUnion's Identity Verification (IDV). This is a security step. Intellirent does not have access to these questions or answers. 

An applicant may experience an error that may need further investigation by either TransUnion or Intellirent. In order quickly resolve any errors, applicants should immediately follow the steps that are presented to them on their application: 

• Error Message
• TransUnion IDV Fail
• Be Prepared
• Thin Files

TransUnion Call Center Wait Times

TransUnion is currently experiencing higher-than-normal call volumes, resulting in longer hold times for customers. New agents are actively being trained and brought in specifically to assist with user inquiries. To ensure your rental application reports are returned to your agent in a timely manner, we recommend calling TransUnion ShareAble customer support at [phone] as soon as possible.

While TransUnion creates and provides all credit and background reports, and manages the identity verification process for renters that is required to release those reports, Intellirent Support will make every effort to expedite the process with TransUnion. If you are unable to reach TransUnion, or your reports have not been returned within 48 hours of completing manual verification with TransUnion, please Contact Intellirent support.

Error Message

An applicant should log into their account to review the message that is displayed. Please follow the directions that are provided in the error message. 

Find more information on International Credit Reports here. 

TransUnion IDV Fail, or Unable to Verify Identity

If an applicant is unable to successfully pass the TransUnion IDV questionnaire, or did not receive the IDV questionnaire, the applicant must first contact TransUnion at their earliest convenience to complete this security step. The agent/landlord will not have access to an applicant's reports until this step is completed. 

A manual verification can take up to 48 business hours to process and return reports. It is important this step be done as soon as possible. Please call TransUnion directly at [phone].

Once TransUnion has successfully verified an applicant's identity, reports will be returned, and the agent/landlord will be notified. The agent/landlord should then log into their Intellirent account to securely access the TransUnion reports.

NOTE: As an Intellirent applicant completing the TransUnion Identity Verification (IDV) online or with TransUnion's support, the credit and background check will be a soft pull; it will not affect an applicant's credit score.   

Be Prepared

When calling TransUnion, applicants may be asked a series of questions that are directly related to their social security background. For additional assistance in understanding and/or to obtaining possible questions TransUnion may ask, an applicant can first visit annualcreditreport.com. This is a trusted source where applicants can receive a free TransUnion credit report with information that may be helpful in passing TransUnion's IDV. 

Thin Files 

If an applicant was not presented with the TransUnion IDV, it may be due to a Thin File. 

A Thin File is defined by TransUnion as a social security file with little to no records. In this case, an applicant may be asked to send TransUnion documentation to help in verifying their identity. 

Please first contact TransUnion to identify if this you have a Thin File. Call TransUnion directly at [phone].

Types of Documents 

1. A clear copy of your government issued photo ID: state issued driver's license (license renewal document can be accepted when the document is accompanied by a copy of the expired license), state issued driver's learning permit license, state issued ID card, military ID card, U.S. Visa, Immigration photo ID card, Passport (U.S. or Foreign), or Passport ID card.

*The name on the Intellirent rental application must match the name on the ID/bank statements. 

2. Secondary identity verification documents: 

• Bank statement (checking or savings account, the statement should state Checking Account, or Savings Account)
• Welcome letter from the bank when an account was just opened (letter should state Checking Account, Savings Account)
• Gas bill, electricity bill (electric or oil heat), water and/or sewer bill, or trash/waste removal or recycling bill

All secondary documents must clearly meet these standards:

a. Include your name AND full address

b. Clearly displayed bank/company name and logo (letterhead, or watermark visible)

c. Recent – within the past 60 days from the date submitted to TransUnion for evaluation (documentation CANNOT be more than 2 months old).

*The address on the bank statements MUST match your government issued ID. Do NOT send screenshots. Documents MUST be a hard copy. 

Remember to first contact TransUnion before sending documents. Please call TransUnion directly at [phone].

It may take up to 48 hours to verify your identity if documents are needed. For a fast turn-around time, immediately email all documentation directly to TransUnion at, [e-mail]. 

For Intellirent applications ONLY: You can also copy our support team at, [e-mail]. Intellirent support is available to help you track and, update your leasing agent if needed. 

Still need help? Contact Intellirent support.