If you receive the above error when attempting to verify your identity, you will need to retry to enter your personal information. However, before you do please take into consideration the below examples that may be causing the error you are receiving.

• If you were recently married and you enter your married name, be sure to try to use your maiden name when retrying verification as the credit bureau may not have updated the name yet.
• If you moved within the last 6 months try your previous address because your new address may not yet be updated with the credit bureau.
• If you have entered a mobile number that is not in your name you will receive an error. The ID process checks the ownership of the mobile phone entered to confirm identity. If this was issued by a corporation, employer or is in the name of a spouse or other person, you cannot use that number to verify your ID.

If you still receive the above error you may need to provide different proof of identity. Please refer to our EPCS: Providing Additional Proof of Identity article for additional instructions.