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Contact Us

TransUnion Interactive is committed to making your experience as easy and trouble-free as possible.

Customer Service*

English
Monday through Thursday, 8 a.m. to Midnight ET
Friday through Sunday, 8 a.m. to 8 p.m. ET

Toll-free: 800.508.2597

Française
Lundi au Jeudi, 0830 h - 1700pm h, ET
Vendredi 0830 h - 4:30pm ET

Numéro sans frais: 877.713.3393

* Closed on all Canadian observed holidays

Credit Basics

  1. Why is it important to monitor my credit?
    Monitoring your credit allows you to look for errors that may appear on your report, as well as unauthorized changes that may indicate fraud. With the growing threat of identity fraud, it's important to make sure that your credit is closely watched.
  2. What will my report look like?
    Your credit report will contain your personal information, account history and an account summary, inquiry information, public record information, and creditor information.
  3. What is a credit score?
    A credit score is a number used by lenders as an indicator of how likely you are to repay your loans. Your credit score is generated by a mathematical formula utilizing the data from your credit report. Lenders have been using credit scores as part of the lending decision for more than 30 years.

Logging In

  1. What if I forgot my password or username?
    We offer an automatic login process that is easy and secure. We offer two options to help you login. Option A is helpful if you forget your username, password, secret question, and secret answer. First, we verify your personal information. Next, we ask you to change your login information before accessing your account. Lastly, a privacy protection email will be sent to you. Option B is helpful if you know your username, secret question, and secret answer. You will be asked to enter this information and then you will be immediately logged in. Click here to use the automatic login process.
  2. How do I change my login information?
    After you have logged in, click the 'your account' tab then the 'password' sub-tab-this will take you to the Login Information.
  3. How do I choose a good password?

    Creating a unique username and password is the first step in keeping your information safe. A unique password will ensure only you have access to your accounts. When creating a password, please consider the following tips:

    • Use special characters in addition to words and numbers.
    • Do not use personal information such as name, address, or date of birth.
    • Do not use common words or words spelled backwards.
    • Do not use sequential numbers or letters.
    • Do not use words easily found in the dictionary.

    To create a secure password, you need to use characters other than lower case letters. Numbers and a mix of upper and lower case letters is a good rule of thumb. Your password must be at least eight characters, contain at least one number, and be different from your user name. Remember, the more letters your password has, the harder it will be for someone to guess it. And for added security, once you have created your password:

    • Never share your password with anyone
    • Never write your password down where others could find it.
    • Consider changing your password regularly, at least every 90 days, and do not use the same password repetitively.

    To make your password easy to remember, use the first letter of every word in a short phrase. For example "You are the one for me" becomes Yat!4M.

  4. What is a secret question and secret answer?
    Your secret answer is your personal response to a secret question you choose from a list we provide. They will help you login if you forget your username or password. For example, if you choose the question: "What's your favourite movie?," then your secret answer could be "Rocky." Make sure the answer is true and specific enough so it will help you reset your login.

Payment

  1. How do I know if I've been charged?
    If you've been charged for a credit profile, there will be an entry on Your Orders page. It will clearly state the date and order number. Just click the receipt link to view specific details such as card number, product ordered, and amount.
  2. How do I get a copy of my receipt?
    On Your Orders page, to the right of each entry, there is a "Receipt" link. By selecting this link, you will be presented with a copy of the original receipt. You can print the receipt by clicking on the "print this receipt" link at the bottom of the receipt.
  3. What if there is a charge that I don't understand?
    The Customer Service Team is available to answer your questions and resolve any problems.

Identity Security System

  1. What is the Identity Security System?

    The Identity Security System is an essential part of this Web site because it protects your privacy by ensuring that your credit profile can only be viewed by YOU.

    The Identity Security System confirms your identity through a series of questions based on accounts and personal information contained in your credit profile. Here's how it works:

    • As you submit your answers, that information is compared with the information in your credit profile.
    • When enough correct information about you has been confirmed, you will have access to your online credit profile.
    • If you identity cannot be confirmed, you will be given instructions about how to continue.
  2. Is the Identity Security System process really necessary?

    The protection of your security and privacy are of utmost importance to us. The Identity Security System is a powerful fraud protection tool because it asks questions that can only be answered by the person who is the subject of the credit profile. Without it, an unauthorized party could obtain your most private credit information.

  3. If I use a credit card number to help confirm my identity, will it be charged?

    No. This account number is ONLY used to confirm your identity and will not be charged.

  4. What if I've tried everything, and the Identity Security System still cannot confirm my identity?

    Please contact the Customer Service Team. Sometimes they are able to see things in the data that the Identity Security System automatic system cannot.

    A Customer Service Team member will attempt to confirm your identity by asking you questions about your credit history. Once your identity has been confirmed, the representative will immediately make your credit profile available for you to view online.

  5. What is a Tracking Code?

    A Tracking Code is an assigned series of letters or numbers linked to the display of your online credit profile. When the Identity Security System cannot confirm your identity, it assumes that someone else is attempting to view your credit information without your authorization. In order to protect your security and privacy, your credit profile cannot be displayed.

    After two business days, a Tracking Code will be mailed to you at the most recent address listed on your credit profile. A Tracking Code is mailed only when the Identity Security System cannot confirm your identity, and you have made no attempt to contact the Customer Service Team for assistance.

    If you do not want a Tracking Code mailed to you, it is important that you contact the Customer Service Team within two business days. They may be able to confirm your identity and show you your online credit profile right away.

  6. How do I use my Tracking Code to access my credit profile?

    Your credit profile will be displayed after you enter your Tracking Code. Here's how:

    • Return to the Web site
    • Log in with your username and password
    • When asked, please enter the Tracking Code that is displayed in the lower right-hand corner of your security mailer.
  7. Why does the Tracking Code have to be mailed to me?

    Since the Identity Security System assumes that there has been an unauthorized attempt to view your credit profile, our security policy requires that the owner of the profile be notified by mail. The notification is mailed to the most recent address listed on the credit profile and a partial view of this address is displayed when you receive the notice that the mailing of a Tracking Code is scheduled.

  8. What do I do if the Tracking Code is being sent to an old or wrong address?

    Due to security measures, we cannot change the address to which the Tracking Code is mailed-it must be mailed to the address on the credit profile. Naturally, this will cause problems if the address is outdated. That's why we ask you to contact the Customer Service Team. If the Identity Security System did not confirm your identity, our Customer Service Representative may be able to do so through a brief interview. Please contact the Customer Service Team when you have access to your financial records, as you will need to provide specific information. Once you successfully complete the interview, you can immediately view your credit profile online.

Account Information

  1. How do I change my credit card information?
    After you have logged in, click the link to your Profile at the top of the screen, then select the 'Payments & Orders' tab. Select the 'Update/Change Credit Card' link to the right of the 'Product Billing Information' section. Enter the new information and select Save. The updated credit card information will now be used for all future transactions on the TransUnion Interactive Web site.
  2. The system does not ask for a credit card type (MasterCard, Visa). Why not?
    The credit card number indicates the type of card that you are using.
  3. Can I use dashes when entering my credit card number?
    Yes. You have the option of entering one continuous number, or using dashes/spaces to separate the number as it appears on your credit card.
  4. How do I update my mailing address or email address?
    The 'My Information' tab under your Profile allows you to easily update your street address and email address. To get there, click the link to your Profile at the top of the screen, then select the 'My Information' tab.
  5. Why would I need to change my mailing address or email address?
    The collection of this information occurs if you move or change your email address, you should update your information with TransUnion Interactive. Having your current information in the system allows us to contact you, if necessary, regarding your order.
  6. Why can't I change my Social Insurance number?
    Theoretically, you shouldn't need to change your Social Insurance Number. If you mistyped your Social Insurance number on the order form, you should start the process over from the beginning.

Accessibility at TransUnion

TransUnion of Canada, Inc., its business units and affiliates ("TransUnion") is committed to excellence in serving all customers including individuals with disabilities.

TransUnion welcomes your feedback regarding your accessibility experience. To share your thoughts about Accessibility at TransUnion, please use our Accessibility Standards for Customer Service Feedback Form:

Our feedback form is available to download and print. After completing it, send it by mail to our Consumer Relations office (listed below).

Mail to: TransUnion Interactive
Consumer Relations
Attention: Canadian Site Accessibility Feedback
100 Cross Street, Suite 202
San Luis Obispo, CA 93401

Email: accessibility@members.transunion.ca

Call: 855-468-1380

The form allows you to include your contact details if you would like a response to your comments. If this option is selected on the form, TransUnion will use its best efforts to respond within 30 days of receipt.

To view our policies regarding Accessibility at TransUnion:

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