When registering for TrueIdentity you will go through the following steps:  

• You will be asked for your personal details including name and address information for verification. It is recommended that you use your main place of residence that is linked to your financial accounts, this must be in the UK.  

• You will be asked for your telephone number, please ensure your telephone number is correct. We will not contact you on this number unless it’s for One Time Pin (OTP) verification or you request us to do so.   

• You may be asked a series of knowledge-based authentication questions, it may help to have a copy of any financial/lending agreements available to support in answering these. These are multiple-choice questions relating to your own financial history.  

• Once you have set up a username and password you will receive an activation email, please ensure you read the email and activate your account within 24-hours of your registration. Please check your junk/spam folder if you are unable to locate the email. 

• Free online accessto the individuals TransUnion Credit Report  

• Free access to Credit Report Monitoring & Dark Web Monitoring  

• Monitoring of the TransUnion Credit Report information for changes and alerts via e-mail whenever a certain change occurs to the users TransUnion Credit Report that could be a sign of potential identity fraud. 

• Monitoring of the Dark Web to help detect theft, accidental disclosure, and misuse of the user's personal information online. Alerts are provided via email if personal information is detected online allowing the user to take quick, preventative action. 

• Identity fraud information and support – provided via the online help pages. 

There are a number of possible reasons why you may have failed the automated authentication process:  

• Location - You are attempting to access the system from outside of the UK or using a proxy server/ VPN (Virtual Private Network) that may mask your location  

• No Credit History/Thin File- If you have no credit history or a limited number of credit accounts (e.g., new resident in the UK) you may have no credit file or what is commonly referred to as a Thin Credit File. In these instances, we may not have enough information within the TransUnion Credit Bureau to validate your identity at an induvial level or provide a credit report for monitoring.  

• Recent Change of Address – If you have recently changed your address with those you hold accounts with and the information has yet to reach TransUnion, your credit file may still be linked to your old address. This can result in your application being unsuccessful as the system may incorrectly flag that you have no credit history.  

• Anti-Fraud Measures – To maintain security, in our automated process we run several different checks against the data that you input in the registration process as an anti-fraud measure. Where any information is flagged by our automated process and is deemed to be of a suspicious nature, this may result in a registration failure and your application will be unsuccessful.   

• Knowledge Based Authentication - To maintain security, in our automated process we ask a number of knowledge-based authentication questions as an anti-fraud measure. If you have answered one or more questions incorrectly, this may result in a registration failure and your application will be unsuccessful. 

• You can attempt the registration process again, however if you fail a second time you will be required to wait another 7-days before retrying.  

• If you are asked to wait for 7-days, then we will unfortunately not be able to provide you with immediate access to the TrueIdentity service. This is an automated process, and we are unable to manually intervene and override the outcome. 

• Check that the URL has been entered exactly as displayed in your notification documentation, ensure no additional spaces or punctuation has been included by mistake. If you are unable to click the token URL as a link, please enter it directly into your browser window as shown in the notification letter you received offering you the service e.g. https://trueidentityprotected.creditview.co.uk/registration?token=ABC123DEF. 

• Ensure that the URL Token is still within the validity timeframe. Each URL token has an expiry date which it needs to be used by. If you are attempting to use the URL token after the expiry date it will no longer work. 

Check your credit report and dispute activity via your TransUnion Credit Report that you do not recognise. TransUnion will then contact the Lender who has provided the data to make them aware that the data is possibly fraudulent. The Lender will then perform a fraud investigation and remove any data if they find evidence that fraud has occurred.  

You may wish to add a password to your credit file as an extra level of security, so any lenders performing a credit search will need to request the password from you so they can proceed with the application. You can do this by adding a Notice of Correction (NOC), for free, to your credit file.  

If you would like to add a NOC, email uktrueidentity@transunion.com with the chosen wording you would like to apply and include your full name, address, and date of birth.  

If you do decide to add a password to your credit file, it is worth bearing in mind that Notice of Correction data is not shared across the credit reference agencies. For consistency, you should also request a Notice of Correction to be raised with the other credit agencies too, please see their contact information below:   

• Experian Ltd: 0344 481 0800  

• Equifax: 0800 014 2955 / 0333 321 4043. 

TransUnion offer a Live Chat facility which you’ll find on screen during the screens of the registration journey. Just make sure you toggle the ‘Live Chat Cookies’ to on/green either when prompted or by clicking on the ‘Cookies’ link you’ll find in the footer of the website. If we are unable to answer your question through the Live Chat facility, you will be given the option to email our TrueIdentity support team through uktrueidentity@transunion.com   

Opening times: Mon-Fri, 8am-6pm, not including bank holidays.