• You’ll be asked for your personal details including your name, telephone number, address, and personal email information to verify you and create your account. We will be unable to provide the TrueIdentity service if you are outside of the UK, supply incorrect information, or use information already linked to a TrueIdentity account (this includes email addresses).
  • You will be asked a series of knowledge-based authentication questions, it may help to have a copy of any financial/lending agreements available to support you in answering these.
  • 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’re unable to locate the email.
  • Access to the TrueIdentity service is subject to successful registration. Unfortunately, we will not be able to provide access to the TrueIdentity service if you have not been able to sign up successfully. If this is the case, please see our FAQs for advice on what you can do next should you wish to view a copy of your TransUnion credit report. Terms and conditions apply.

FAQs

My Secure Access Code is not working, what can I do?

Please check that the Secure Access Code you have entered is exactly as displayed in the notification email or letter you received; ensuring no additional spaces or punctuation has been included by mistake. It is recommended where possible that you copy and paste the Secure Access Code.

Ensure that the Secure Access Code is still within the validity timeframe shown on your notification email or letter. Every code and token will have an expiry date which it needs to be used by. If you are attempting to use the code after the expiry date shown in your notification email or letter it will no longer work. If this is the case and the code has expired, you will be unable to register for the TrueIdentity service

What can I do if my registration is unsuccessful?

In some instances, the personal information provided may not match our records or we may not hold enough data about you to provide the TrueIdentity service. This can happen if you have:

  • Entered incorrect personal information or answered your knowledge-based authentication questions incorrectly*
  • Recently moved to a new address or changed your name: Please update your lenders and ensure you are on the electoral register in your new name/address.**
  • Do not have a history with credit or haven’t taken out credit in over 6 years
  • You are outside of the UK: The TransUnion UK TrueIdentity service is only available within the UK.

For security reasons, we will be unable to share information on why your application has failed or override the outcome.

If you are unable to sign up but would like to view a copy of your TransUnion credit report, you can request a copy of your statutory credit report by post.***

* You can attempt the registration process again within the Secure Access Code validation period, however if you fail a second time you will be temporarily blocked for 7 days from your last sign-up attempt. This is an automated process, and we are unable to manually intervene and override the outcome.

** It can take up to 4-6 weeks from when you have updated your personal information with your lenders and on the electoral register for data to be shared with TransUnion.

*** You will need to validate your identity through ID documents before recieving a copy of your credit report by post.

How can I contact TU?

The best way to contact the TU Customer service is via email, customers can contact TU by sending their query to the following email address [email protected]

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

Secure Access Code

Please enter the secure access code that you should have been provided with. This will allow access to sign up to this service.