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Credit Basics

What is myTrueIdentity?

myTrueIdentity is a portal that allows you to access your credit information and additional services to help you protect your identity if your information has been involved in a data breach. It provides access to your TransUnion credit score, credit report, credit alerts, credit education center, score trending and more.

How often can I view myTrueIdentity?

If you have a current subscription, it can be viewed/accessed any time through your computer or mobile device.

How often are my report and score updated?

Please note the “Next update available” date on the myTrueIdentity dashboard. This date will show you the next time your credit information can be refreshed for your view.

Where does the score come from?

Your TransUnion credit score is generated by a mathematical formula using the data from your TransUnion credit report. Information used may include (but not limited to) your bill payment history, amount of available credit, number and age of open accounts, recent credit activity and credit related inquiries (if applicable).

The credit score available in myTrueIdentity is the TransUnion CreditVision Risk Score and can help you better understand how lenders view your credit report. It is not an endorsement or a determination of your qualification for a loan. Lenders use credit scores to help determine whether or not you are a good candidate for a loan and what interest rate you will pay. However, each lender has specific underwriting standards, so you should not assume that you will receive the same evaluation from each lender. As part of the underwriting process, they will incorporate additional information you provide and may obtain references. In addition, even if you are approved, the terms and conditions of loans vary from lender to lender. The information used to determine your credit score comes from TransUnion. Credit reports are a compilation of credit information that is reported to TransUnion by the various lending institutions with which you have accounts. The information contained in your report reflects the latest information provided to TransUnion. If you recently made a payment, opened a new account, or authorized an inquiry, it may not yet be reflected in your Transunion credit report. Likewise, if the information is not included in your TransUnion report it will not be reflected in your credit score based on such report. Your credit score will change each time new information is captured in your TransUnion credit report. TransUnion Interactive is not connected in any way with Fair, Isaac and Company; the credit scores provided here are not so-called FICO scores. The TransUnion CreditVision Risk Score may not be identical in every respect to any consumer credit scores produced by any other company.

Does using myTrueIdentity impact my credit score?

No, it will not impact your credit score.

How long do I have to access my TransUnion credit report?

Your TransUnion credit report can be accessed online, 24 hours a day, for the duration of your MyTrueIdentity subscription.

How do I cancel myTrueIdentity?

Click here to cancel your myTrueIdentity service.

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Logging In

What if I forgot my password or username?

On the Member Login page, use our “I forgot my username and password” link. This automatic login process is easy and secure. To ensure the security of your account, you will be asked to enter certain identifying account information. Once we validate that the entered information is accurate, you will be provided access to your account. When the process is complete, a privacy protection email will be sent to you.

How do I change my login information?

After you have logged in, click the link to your Profile at the top of the screen, then select the "My Settings" tab.

How do I choose a good username and 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.

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 log in if you forget your username and password. For example, if you choose the question: "What city were you born in?", then your secret answer could be "Calgary." Make sure the answer is true and specific enough so it will help you reset your login.

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ID Verification

What is Identity Verification?

The Identity Verification process is an essential part of the myTrueIdentity because it protects your privacy by ensuring your credit report can only be viewed by YOU.

  • Identity Verification confirms your identity through a series of questions based on accounts and personal information contained in your credit report along with additional tools validating your access is coming from a secure device. Here's how it works: We will present you with questions with a list of possible choices; in order to proceed, you must answer and click NEXT to continue.
  • You select the answer from a list of possible choices and click NEXT to continue.
  • As you submit your answers, that information is compared with the information in your credit report.
  • You will answer as many questions as necessary to successfully confirm your identity.
  • If you have answered the questions correctly according to the information contained within your credit file, you will be provided with access to your online credit report file.
  • If we have not been able to successfully verify your identity, you will be given instructions on how to continue.

Is the Identity Verification process really necessary?

The protection of your security and privacy are of utmost importance to us. Identity Verification 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 report – without it, an unauthorized party could obtain your most private credit information.

Identity Verification confirm my identity, what do I do?

If you are unable to pass the Identity Verification step, please follow the instructions provided online.

What if Identity Verification asks for outdated information that I no longer have?

The system may ask for information about accounts that you may have closed. It may be necessary to review our files or contact your previous creditors to request the information. If the system cannot verify your identity, feel free to contact the Customer Service Team – they will do their best to help confirm your identity. See the error page or email with their contact information.

What if I've tried everything, and Identity Verification still cannot confirm my identity?

Please contact the Customer Service Team. See the error page or email with their contact information. A Customer Service Team member will attempt to confirm your identity by asking you questions about your credit history.

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Account Information

How do I update my mailing address or email address?

Upon successful identity verification, the "My Information" tab under My Account allows you to easily update your street address and email address. To get there, click the link to My Account at the top of the screen, then select the "My Information" tab.

Why would I need to change my mailing address or email address?

If you move or change your email address, you should update your information. Having your current information in the system allows TransUnion Interactive to contact you, if necessary, regarding your myTrueIdentity subscription.

Do you sell my information to companies who send me junk mail?

No. TransUnion Interactive does not sell your personal information to any third party for any reason.

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Accessibility at TransUnion

TransUnion Interactive, its business units and affiliates ("TransUnion") are 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 online from the links above. You can either complete the form online or download, print, and after completing, send it by mail or fax 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

Fax to: Same contact as "Mail to"
Fax: 855-468-1381

Email: accessibility@members.transunion.ca

Phone: 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.

View our policies regarding Accessibility at TransUnion:

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Feedback Form

Thank you for your feedback regarding your TransUnion accessibility experience. We will use our best efforts to repond to you within 30 days.

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