If you're having trouble with a Tenant Screening Request, find the issue you're experiencing below.
My Tenant Didn't Receive the Screening Request
Confirm that the request was sent to the correct email address. If the email address is correct, select Landlord Tools from your Dashboard, then Tenant Screening. Find the tenant's request, select the three-dot menu, then select Resend Request.
I Used the Wrong Email Address
You may be able to change the tenant's email address before they claim the screening invitation and while the request is still active.
From your Dashboard, select Landlord Tools, then Tenant Screening. Find the request, select the three-dot menu, then select Edit Email.
My Tenant Isn't Going To Complete the Screening
If the tenant won't be completing their Tenant Screening or is no longer moving forward with your rental, archive the screening request to remove it from your active tenant screening requests.
Need step-by-step instructions? See How to Archive a Tenant Screening Request.
An Old or Incomplete Screening Is Still Showing as Active
If a Tenant Screening Request is no longer needed, you can archive it to remove it from your active tenant screening requests.
Need step-by-step instructions? See How to Archive a Tenant Screening Request.
The Tenant Screening Is Taking Longer Than Expected
Most Tenant Screening results are ready within a few hours. In rare cases, where a specific jurisdiction requires manually pulling records, it may take up to five business days.
My Tenant Is Having Trouble Completing the Screening
If there is trouble completing identity verification, or if the screening report takes longer than 5 business days, contact TransUnion SmartMove, for additional help at 1-800-323-1900 or 1-833-458-6338.
The Tenant Screening Results Look Incorrect
If the tenant applicant finds a discrepancy in the results, they can visit TransUnion's Rental Screening Dispute Solutions.
The Tenant Screening Report Expired
Completed Tenant Screening reports are available for 30 days. After 30 days, you can still see that the screening was completed, but the report can no longer be viewed or downloaded.