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Agent Common Questions
Account, Billing & FAQs
I keep receiving a "Sorry, we're having trouble connecting with TransUnion" error
This error is common when there is an issue connecting with TransUnion
Why do I keep receiving this error even though I am waiting 5 minutes?
Sometimes, there is an issue connecting with TransUnion. If you are receiving the error multiple times, try using a different browser. Most of the time, this fixes the issue.
Another cause of this error is having over 15 characters in the first and/or middle name field, including spaces. We understand some users may have multiple first or middle names with characters over 15 characters. If this is the case, please try contacting TransUnion at (866) 775-0961 and they will be able to direct you on how to enter your first and/or middle name so they can generate the reports.
Another cause of this error is any punctuation mark in the first, middle, or last name fields. Please try removing any punctuation and try submitting your information again.
If you are still having issues after trying a new browser, contact us at firstname.lastname@example.org. Provide us with your name and email address you are using on the account so we can look into the issue.