My applicant can't finish the application

Where your applicant is stuck matters. If they keep returning to the screen asking them to call TransUnion, TransUnion hasn’t finished verifying their identity, and browser fixes won’t help. Anywhere else in the application, the browser is usually the culprit.

If they keep returning to the call TransUnion screen

TransUnion hasn’t completed their identity verification yet. Ask your applicant whether TransUnion requested identity documents during the call. If so, TransUnion must review and approve those documents before the application can continue, which can take up to 48 hours. TransUnion emails the applicant a confirmation once they’re approved. They can then return to the application, check the confirmation box, and click Proceed to re-verify their information.

If TransUnion didn’t ask for documents, your applicant can contact TransUnion to confirm their verification status.

For any other step, have your applicant try these fixes in order. Their progress is saved, so after each change they can log in and pick up where they left off.

Try a private or incognito window

Cookies and cache can interrupt the application. Opening a private window rules them out:

Try a different browser

If the private window doesn’t help, switch browsers entirely, like Chrome to Firefox or Safari to Chrome.

Try a different device

On a phone? Try a computer or tablet, or the other way around. Log in on the new device and the application resumes automatically.

None of that worked? Contact support.