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My Applicant Says They are Unable to Complete the Screening Report, What Now?
My Applicant Says They are Unable to Complete the Screening Report, What Now?
TurboTenant Legal avatar
Written by TurboTenant Legal
Updated over a week ago

When a landlord requests an applicant's screening report the tenant will be sent an email and prompted to verify their identity and authorize the credit bureau (TransUnion) to share their screening report with the landlord.

First, have your applicant check their spam folder for the verification email. You can resend this email if they cannot find it.

The applicant can also go directly to the TurboTenant website and log in to the account that they were prompted to create when they filled out the application. The link to the renter login is here. Once they log in, they can authorize the screening report from their application, as seen in the image below.

Frequently asked questions

My applicant doesn't have an SSN. Can they still complete the screening report?

Yes! Any applicant can complete the screening report with an ITIN.

Will this affect the applicant's credit score?

Not to worry! The screening report generated by TransUnion is a soft pull, so it will not affect the applicant's score.

My applicant doesn't have an SSN or an ITIN as they are not from the USA, can they still complete the screening report?

In order for the applicant's identity to be verified, a Social Security Number or an Individual Taxpayer Identification Number (ITIN) must be provided at the time of completion.

My applicant states that TransUnion is unable to verify their identity. What can they do?

In the event that the message appears after the applicant has answered the verification questions, this indicates that TransUnion was unable to authenticate their identity using the provided answers. In this case, the applicant will be given a phone number and directed to contact TransUnion by phone in order to complete the verification process.

My applicant states they contacted TransUnion and they were told they have a "thin file", what does that mean?

TransUnion reports that the applicant has a "thin file" when an individual has minimal credit history. In order to complete the report and create a file, TransUnion will request the applicant provide a copy of their government-issued photo ID, along with a recent bank statement or utility bill to [email protected]. When TransUnion receives the requested documentation, it can take up to 48 hours to process and the applicant will receive an email confirmation and an update from TransUnion directly.

While the screening report will not offer credit information, it will still provide information regarding criminal history, evictions, etc.

Can the landlord contact TransUnion to find out more information about this or an update?

Yes, if you are contacting TransUnion by phone, they will request a Screening Request ID that is unique to the applicant, to obtain this, please contact our Support Team prior to reaching out to TransUnion. Once you've obtained the Screening Request ID from our team, you can get in touch with TransUnion for additional information about the applicant. This is also the phone number shared with your tenant: 1-833-458-6338.

Still need help?

For customer service, email us at [email protected]

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