When encountering issues with IDMA identity verification questions, follow these troubleshooting steps to resolve the problem.
Before attempting the verification questions, ensure that your Social Security Number (SSN) and Date of Birth (DOB) are entered correctly, as even small errors can cause verification to fail. If the identity verification questions don't apply to you, select the "Not Applicable" option. If none of the questions are relevant, you may be prompted to complete the questions again or contact TransUnion for manual verification, which will involve verifying your identity over the phone. Once completed, return to the resident portal and resume the screening. Be sure to update any incorrect information highlighted by TransUnion.
Next Steps:
Continue answering the verification questions provided by TransUnion to the best of your ability and selecting the Not Applicable option if needed.
If questions don't seem relevant or don't accept your responses, retry the process while ensuring all information is accurate.
If you fail to answer correctly after 7 attempts, you'll be prompted to verify your identity via a phone call with TransUnion at 833-458-6338. During the call, you will need to verify your identity and ensure all your personal information is accurate. Following this, you should return to the resident portal to complete the process as instructed.
If manual verification still doesn't resolve your issue, contact TransUnion directly to verify and correct any discrepancies in your information. Persistence and following up with TransUnion are key to successfully resolving verification issues, even if initial attempts fail.
Please note that this identity verification process is entirely managed by TransUnion, and Stessa cannot make changes to the verification questions or their outcomes.