Order and Technical Assistance FAQs

I received the message “We cannot deliver your TransUnion Credit Report and Credit Score online because we were unable to confirm your identity." What can I do to get my credit report?

We treat the security of your information very seriously. The message, “We cannot deliver your TransUnion Credit Report online because we were unable to confirm your identity.” is shown when we cannot verify your identity through our online process. 

There are a number of reasons why you may not have passed our online authentication process. One of these reasons is that you may have incorrectly answered the identity confirmation questions. TransUnion blocks users that have incorrectly answered the identity authentication questions from ordering a TransUnion Credit Report online for security purposes. This allows TransUnion to prevent a person from returning repeatedly until they "guess" the correct answers.

Note that, in order to reduce the likelihood of an unauthorized user “guessing” his way through the authentication process, some questions may not be taken directly from your TransUnion Credit Report or may refer to information on your report. In these instances, it is possible that you would be asked about a mortgage loan you don’t have or an installment loan from a lender you don’t recognize. When these questions are asked, "None of the above" is the answer the authentication application is looking for.

A security block only applies to Internet delivery and remains in effect for seven days. After the seven days pass, you may attempt to order your TransUnion Credit Report for online delivery again. In the meantime, you may request paper delivery of your report via Internet, phone or mail.

You have three options for purchase and delivery of your TransUnion Credit Report:

Please include your:

• First, middle and last name (including Jr., Sr., III)
• Current address
• Previous addresses in the past two years, if any
• Social Security Number
• Date of birth
• Current employer
• Phone number
• Signature
• A check or money order payable to TransUnion for the applicable fee

If you want to add your TransUnion VantageScore to your order, please include an additional $9.95 with the cost of the TransUnion Credit Report. You may also order your TransUnion Credit Report by calling 800-888-4213. 

Price for a TransUnion Credit Report and Credit Score:

Note: The price for the TransUnion VantageScore is $9.95 for all states. 

Under certain circumstances, you may be entitled to a free TransUnion Credit Report. Find out if you are eligible and how to order by mail at https://disclosure.transunion.com/dc/disclosure/disclosure.jsp. 

Note: To protect the confidentiality of your personal credit information, we do not process report requests by email. Please contact us by mail if you have other ordering questions, including those related to requests for additional identifying information from you to complete your order.

Why do I receive a message that my session has timed out before I can complete my order?

Below are several possible reasons for a session timeout accompanied by solutions. If you try these solutions and continue to have problems, please contact us again. 

Problem: Incorrect computer or browser type
Solution: Please verify that you are using a personal computer type supported by our website. Our application is currently optimized to run on PC compatible systems. If you only have access to Macintosh systems and need to order your credit report, you may order via mail or phone. 

Problem: Incorrect browser requirements
Solution: It is recommended that you use Microsoft Internet Explorer 7.0 or newer, or Firefox Version 3.0 or newer to submit an order. To check your browser's version number:

• Open your browser.
• On the browser toolbar click "Help/About Internet Explorer" or "Help/About Mozilla Firefox."
• The content will contain the version number of your browser. If you need to upgrade your browser, you may do so now by using the applicable link below:
  
  Upgrade Internet Explorer
  Upgrade Firefox

Problem: Incorrect security and cookie settings
Solution: If you are using a compatible computer type and browser, please check the security and cookie settings next. When you order your TransUnion Credit Report and Credit Score online, we electronically scramble the data through Secure Socket Layer (SSL) encryption codes. Your Internet browser must support SSL encryption with 128-bit encryption.  To check your browser’s encryption type:

• Open your browser.
• Go to the Help menu on the browser’s toolbar.
• Go to "About Internet Explorer" or "About Firefox".
• The content will indicate your encryption type.

When you order your TransUnion Credit Report and Credit Score online, we use cookies to tell us what step(s) you have completed. Cookies contain information about you and your page preferences. Only the information that you provide, or the choices you make when you visit a website, can be stored in a cookie. For example, a site cannot determine your email address unless you choose to enter it. Allowing a website to write a cookie to your system does not give that site or any other site access to the rest of your computer. A site can only read its own cookies. To enable your cookie settings on: Microsoft® Internet Explorer 7.0 and 8.0

• On the Tools menu, select Internet Options on the Internet Explorer menu bar.
• Click the Privacy tab.
• Set the Privacy setting to Medium.
• Alternatively, click Advanced.
• Select Always Allow Session Cookies.
• Click OK.

Mozilla Firefox 3.0

• On the Tools menu, select Options from the menu bar.
• Select the Privacy panel.
• Set Firefox will: to Use custom settings for history.
• Check mark Accept cookies from sites to enable Cookies, and uncheck it to disable them.
• Choose how long you want your cookies to be stored.
• Click Ok.
• If you continue to experience problems, please send us the following information so we can investigate your issue. Please supply as much information as possible.

• Exact first, middle and last name you entered.
• Suffix you entered.
• Reason for your request you input (denied credit, denied employment, etc).
• Home address you entered.
• The error message you received.

Why is my TransUnion Credit Report page loading so slowly?

You will need to check several items to confirm your issue. 

System capability and Internet access:

• Can you reach other Internet sites? If you have not tried yet, please try at this time.
• If you are unable to reach other Internet sites, we recommend you check or have someone else check your system to verify the Internet connection is working properly. The standard download time for the pages on our website is three seconds or less per page, but this will vary based on your Internet connectivity and system RAM.
• If you can reach other Internet sites, proceed to the next section.

Browser requirements:

• Do you have Internet Explorer version 7.0 and higher with 128-bit encryption or Firefox version 3 or higher with 128-bit encryption? If you do not have either version, please upgrade your browser using the following links: 
  Upgrade Internet Explorer
  Upgrade Firefox
• If you are using one of the correct browsers, please close your browser, restart the browser and then try to access the site. If you cannot access the site, the site may be temporarily unavailable or your access problems may have something to do with the connection line. Please try again in 15 minutes.

Favorites/bookmarks

• Did you bookmark a page while ordering? Bookmarking a secure web page will cause an error, which could explain your issue.

Note: If you still cannot access the site, contact us using the Consumer Support Request form. Please indicate where you were in the ordering process when you received the error. This information will help us solve the problem faster.

Why am I unable to view my TransUnion Credit Report and Credit Score after I went to another page on transunion.com?

There are two possible solutions:

• If you still have the original session open, double click your browser’s Back button to display the previous credit report view. You may also click your browser’s Back button drop-down arrow to display recently viewed pages and then select the credit report page you wish to view.
• If you closed the browser and/or tried to log in before having logged out, you will receive an “Already Logged In” message and will be unable to view your credit report. You must wait 30 minutes for the session time-out to complete and the system will automatically log you out. You may log back in after 30 minutes from the time you exited the credit report view.

Can I save my TransUnion Credit Report to my computer?

Yes. On your Menu, click File, Save As, and Save it to your computer.