Frequently Asked Questions

FAQs

Subscriptions and Log in

Q What does my site subscription mean for me? 
A Your site subscription gives you access to all the secure documents linked to the site’s pages. These documents are sources of technical codes and specifications to help optimize your online transaction processing.

Q I registered for the site but did not receive an email response. How do I get help? 
A If you are having trouble with registration, call us at 800-813-5604 for assistance.

Q I tried to log in but got the “Login Failed” error message. How do I log in now? 
A Verify that the user ID you typed in was the company email address that you registered with and that you typed it correctly. If you forgot your password or are locked out after too many login attempts, click the “Password locked” or “Forgot password” link in the Login window. If you received an email with your user ID and password, do not copy and paste the password from the email when logging in. Type it exactly as it appears.

Return to top 

Input Guidelines

Q Can you provide some guidelines regarding data input when trying to find a consumer credit file?
A To help ensure greater success in receiving a credit file, it is recommended that you always supply as much consumer-identifying data as possible:
  • The minimum input requirements to request a credit file are First Name, Last Name, and Current Address (House Number, Street Name, City, State, and ZIP Code).
  • Optional input consists of Middle Name, Maternal Name, Generational Suffix, Social Security Number, Birth Date, and Previous Address (House Number, Street Name, City, State, and ZIP Code).

Return to top

Troubleshooting

Q I am receiving an error code. What does this error code mean, and how can I resolve the issue?
A Visit the Error Code Troubleshooting Guide page to obtain a list of common error codes and troubleshooting tips to help you resolve the issue.

Q Why is the score on the Credit Report I received different from the score on the report the consumer received from another source?
A Common causes of differing scores are:

  • The credit score on the consumer's report was derived from a different scoring algorithm/model than the one your company is using.
  • The credit reports were pulled on different dates, and the credit file may have been changed/updated.

Q Why is this consumer's file suppressed?
A The consumer must contact TransUnion's Consumer Relations department to obtain information concerning his or her file suppression at 800.916.8800.

Q I received a "No Subject Found" message, but this consumer has credit. Why?
A The consumer's file could not be obtained using the input information. Verify the following:

  • Consumer's name
  • Address
  • SSN

If all information has been input correctly, Contact Us for assistance.

Return to top

Technical Update Requests

Q How can I find out what the latest technical updates and changes are?
A
This website is the best resource for technical updates: click the Document Repository tab to find links to General Announcements, the TU4.0 and TU4.1 user guides, and more.

Return to top

Testing

Q Does TransUnion have a dedicated Test Facility? If so, how do I access it?
A
Go to the Testing page to obtain information related to TransUnion's dedicated test facility.

Q Do you have general test subjects I can use for my testing purposes?
A
Go to the Test Subjects page of this website to download test subjects to meet your needs.

Q Are there Security Freeze test subjects for this state?
A
Go to the Security Freeze page of this website to download test subjects for your security freeze testing.

Q How do I know that I have a test subscriber code?
A
If the market area is 06 and the submarket area is 22 or TR, your subscriber code will always access the test system.

Q Can I test in production?
A
Due to legal requirements, testing in production is prohibited.

Return to top

Connectivity and Formats

Q How do I connect to TransUnion?
A TransUnion offers different connectivity options to transmit data between your site and TransUnion. Connectivity options include:
  • Asynchronous - a lease line direct connection from your system to TransUnion
  • LU 6.2 - a protocol in an SNA environment in which your application will be in direct conversation with TransUnion
  • TCP/IP - a connection option implemented as a UNIX-based gateway, servicing inquiries on TCP/IP sockets and relaying requests and responses through a pool of high-speed LU 6.2 connections to TransUnion
  • Internet Virtual Private Network (VPN) - connectivity solution that provides a secure pathway to TransUnion using Internet Protocol Security
  • TransUnion Net Access - an Internet connection using SSL programming and a TransUnion-minted digital certificate
  • TransUnion Direct - a web application that provides access to TransUnion services for our business customers

TransUnion does not support dial-up access.

Q Does TransUnion support XML?
A TransUnion does support a version of XML. Contact Us for more details about this option.

Return to top

System Maintenance and Outage Communications

Q What is TransUnion's scheduled maintenance window?
A The TransUnion credit production and test systems reserve each Sunday from 2 a.m. through 5:30 a.m. Central Time for scheduled maintenance.

Q How would I find out whether TransUnion is experiencing system issues?
A If a major outage occurs, we will post a notice under the heading Important Message on this website’s home page. We will continue to post updates until the outage is corrected. For more information you can call one of these support numbers:

Support NameTelephoneHours Available
TransUnion Network Services888.550.8088, option 224 hours a day
TransUnion Client Technical Support800.985.42088 a.m. - 5 p.m. Central Time

Return to top

Billing

Q Who do I contact for questions about my TransUnion bill or invoice?
A Contact Billing Support at 866.810.2636 for billing/invoice issues. Your TransUnion account manager can assist you with pricing for services/products.

Return to top

Overview of the Risk-based Pricing Rule

Overview of the Risk-based Pricing Rule
A new rule, issued by the Federal Reserve Board and the Federal Trade Commission, requires any company that uses a credit report or score in connection with a credit decision – including companies such as banks, mortgage bankers, auto lenders and retailers – to send notice to a consumer when, based on a credit report or score, the company grants credit on “material terms that are materially less favorable than the most favorable terms available to a substantial proportion of consumers.” It essentially requires lenders to notify consumers when they charge consumers more for credit based on the consumers’ credit reports. The requirement was motivated by a concern that, because consumers are entitled to “adverse action” notices under the FCRA only when they are denied credit (or do not accept a counteroffer for credit), consumers are not adequately apprised of the effect of credit reports on the pricing of credit.
The new rule is referred to as the Risk-Based Pricing Rule, and compliance is required by January 1, 2011. The final rule was published on January 15, 2010.

Q What solutions will TransUnion make available for the Risk-Based Pricing Rules?
A
TransUnion will make the following two solutions available for lenders.  These options fully support the model form exception notices in the Regulation.

  • Score distribution graph and score interval tables to assist lenders in generating exception notices.
  • A Score Percentile Ranking as an add-on service to the online credit report to enable financial institutions to produce the model form exception notices without the added time and expense of maintaining multiple score distribution graphs.

Q When will the solutions be available in the marketplace?
A
The Score Percentile Ranking attribute will be in production by September 30, 2010. The score distribution graphs and score interval tables will be available earlier.

Q How will the solutions be delivered?
A
The score distribution graphs and score interval tables will be posted on the TransUnion Client Technical Services website and will also be available from your TransUnion account manager as support material. The Score Percentile Ranking attribute will be delivered as an add-on to the online credit report.

Q What scores will be covered by the solutions?
A
The score distribution graphs and score interval tables will be available on all active, non-custom score models.
 
The Score Percentile Ranking attribute will be available on the following scores:

FICO Classic 95
FICO Classic 98
FICO Classic 04
FICO Classic 08
FICO Auto 04
FICO Auto 08
VantageScoreSM

Q What if my score is not covered by the solutions?
A
Contact your TransUnion account representative to discuss a custom solution development effort.

Q How often will the score distribution graphs and score interval tables be updated?
A
TransUnion will update as necessary when there are material changes but no less than every two years. Changes will be communicated through TransUnion Technical General Announcements.

Q What is the format of the score interval tables?
A
The table will be in 1% intervals and include the score range for each percentile.

Q How can I obtain the technical specifications on the Score Percentile Solution?
A
See the TransUnion Technical General Announcement #88, published July 1, 2010 for technical specifications.

Q Will test subjects be available for the Score Percentile Solution?
A
Test subjects to test the Score Percentile Ranking service will be available in General Announcement #90 scheduled for the 1st week of September 2010.

For any additional questions, contact Client Technical Support.

Return to top

Print Text
Click to print page
Page Tools Divider
Font Text
Click to reduce font size
Click to increase font size
CONTACT US
Business
Phone
800-985-4208
Hours: 9am - 6pm EST

Billing Inquiries
Phone
866-810-2636
Hours: 8am - 5pm EST
Personal
Phone
800-916-8800
Hours: 8am – 8 pm EST