topic Re: Is TrueIdentity broken? in General Credit Topics

Is TrueIdentity broken?

GApeachy — Sat, 09 Jan 2021 11:06:28 GMT

I haven't been able to unlock or update for 11 days. Anyone else having trouble?

(Missing submit button) see below....

Re: Is TrueIdentity broken?

Anonymous — Sat, 09 Jan 2021 12:33:43 GMT

Nope, I just logged in, unlocked and re-locked my report without any issues using the mobile version of the site via Firefox.

Re: Is TrueIdentity broken?

GApeachy — Sat, 09 Jan 2021 13:09:25 GMT

@Anonymous Okay, I'll try it that way. Ty for checking.

Re: Is TrueIdentity broken?

blindambition — Sat, 09 Jan 2021 17:17:59 GMT

No issues for me either, other than their poor UI design. The discontinued app was so much faster and easier to navigate.

Re: Is TrueIdentity broken?

GApeachy — Sat, 09 Jan 2021 17:37:04 GMT

@blindambition wrote:
No issues for me either, other than their poor UI design. The discontinued app was so much faster and easier to navigate.

Okay, it's definitely something on my end, I notice I can't view pictures on some sites now too. (nooooo, nothing dirty~ don't go there!) This is aggrevating, wish I knew more about computer stuff. Ty for checking.

Re: Is TrueIdentity broken?

blindambition — Sat, 09 Jan 2021 17:47:35 GMT

I'd start with basics. Clear cookies and browser. Reboot computer, modem, and router.

No ma'am, not a peep from me on your computer habits... 😂

Re: Is TrueIdentity broken?

GApeachy — Sat, 09 Jan 2021 17:54:59 GMT

@blindambition wrote:
I'd start with basics. Clear cookies and browser. Reboot computer, modem, and router.
No ma'am, not a peep from me on your computer habits... 😂

@blindambition You get me

Okay, I'll try all that stuff you recommend.....once I force myself up, hahahaha!

Life's hard.

Re: Is TrueIdentity broken?

Anonymous — Mon, 15 Feb 2021 23:42:14 GMT

I finally found some evidence that I am not alone in having this problem.

I typically use Firefox on Windows 10 to login, refresh data, and review my report. Several months ago, I started seeing no Continue button in the popup for data refresh like that shown by GApeachy. I switched to MS Edge and again had a Continue button. Today, I see no Continue button for any of the following:
Windows 10: Firefox, Chrome, MS Edge, IE, Opera

iPad: Safari, Chrome

Using Chrome on an Android Samsung S10 shows the Continue button, so I tried using developer modes to make Firefox and Chrome look like mobile devices, but no luck there either.

I've spoken to several support people at TransUnion, but they're clueless.

Note that this only impacts data refresh, not lock/unlock.

Any ideas or further experience trying to refresh data on Windows?

Re: Is TrueIdentity broken?

GApeachy — Tue, 16 Feb 2021 00:09:33 GMT

@Anonymous No luck here either. I still can't refresh unless via pixel.

Eta: cannot lock/unlock via chrome still.

Re: Is TrueIdentity broken?

GApeachy — Tue, 16 Feb 2021 00:27:23 GMT

@Anonymous scratch that, my cell can't get the refresh now either.

Re: Is TrueIdentity broken?

DaveInAZ — Wed, 17 Feb 2021 17:52:42 GMT

@Anonymous wrote:
I finally found some evidence that I am not alone in having this problem.

I typically use Firefox on Windows 10 to login, refresh data, and review my report. Several months ago, I started seeing no Continue button in the popup for data refresh like that shown by GApeachy. I switched to MS Edge and again had a Continue button. Today, I see no Continue button for any of the following:
Windows 10: Firefox, Chrome, MS Edge, IE, Opera
iPad: Safari, Chrome

Using Chrome on an Android Samsung S10 shows the Continue button, so I tried using developer modes to make Firefox and Chrome look like mobile devices, but no luck there either.

I've spoken to several support people at TransUnion, but they're clueless.

Note that this only impacts data refresh, not lock/unlock.

Any ideas or further experience trying to refresh data on Windows?

I get exactly the same, except it impacts both lock/unlock and refresh data, the pop-up window is not large enough to show the "OK" (or whatever) button to continue. Win10 desktop, tried Firefox, Chrome & MS Edge. I had unlocked TU last week for T-Mobile to do a soft pull for a new phone & line, I did that in store with Firefox mobile on my Android phone and was trying to re-lock it. So it occurred to me to try it on my phone again and it worked, on my phone the pop-up was large enough to click the button to lock.

Makes me wonder if TU is doing this intentionally, they discontinued the much easier to use app and now this, maybe they're trying to push us to use one of their paid services like good old Experian.

Re: Is TrueIdentity broken?

GApeachy — Wed, 17 Feb 2021 18:35:05 GMT

@DaveInAZ glad you replied. I just checked my acct through incognito on my phone (again) and it looks like TU changed their format a little. I was able to refresh cr and lock/unlock....which is now a little different. You no longer have to check mark plus with the lock feature it will go straight to locking/unlocking without submitting. It's a one step process now.

I haven't had the opportunity to try on my chromebook but I did log back in on my phone using desktop and without incognito to try lock feature again and it worked. Couldn't do a refresh of course, will try that feature tomorrow but maybe you can try it again and hopefully it'll work for you soon.

Re: Is TrueIdentity broken?

GApeachy — Wed, 17 Feb 2021 18:41:57 GMT

@Anonymous wrote:
I finally found some evidence that I am not alone in having this problem.

I typically use Firefox on Windows 10 to login, refresh data, and review my report. Several months ago, I started seeing no Continue button in the popup for data refresh like that shown by GApeachy. I switched to MS Edge and again had a Continue button. Today, I see no Continue button for any of the following:
Windows 10: Firefox, Chrome, MS Edge, IE, Opera
iPad: Safari, Chrome

Using Chrome on an Android Samsung S10 shows the Continue button, so I tried using developer modes to make Firefox and Chrome look like mobile devices, but no luck there either.

I've spoken to several support people at TransUnion, but they're clueless.

Note that this only impacts data refresh, not lock/unlock.

Any ideas or further experience trying to refresh data on Windows?

Try it again, I was finally able to refresh plus I locked through a one-step process, a problem you didn't experience but notice if the process is quicker for you now too.

Re: Is TrueIdentity broken?

HRZ780 — Wed, 17 Feb 2021 21:01:36 GMT

Click on "Credit Report" at the top right.

When the report page appears, click on "refresh" just above "Account Summary".

THAT pop-up will be complete, so you can click and continue.

Re: Is TrueIdentity broken?

Anonymous — Thu, 18 Feb 2021 22:41:18 GMT

Interesting. Clearly not much testing of the web site.

In Dashboard: Lock/Unlock and Refresh popups have no Continue button

In ID Protection: Unlock has a Continue button (didn't try Lock, but I'll bet that it's there as well)

In Credit Report: I don't see a Refresh link, but that could be because I already refreshed via my phone earlier

Does the Refresh link disappear from Credit Report after a refresh has been performed the same day?

Re: Is TrueIdentity broken?

HRZ780 — Thu, 18 Feb 2021 23:47:18 GMT

That is correct. Wait until tomorrow and the link will reappear.

Re: Is TrueIdentity broken?

GApeachy — Fri, 19 Feb 2021 08:55:42 GMT

I just tried to refresh credit report on my Chromebook and it's still broken.

Mobile finally worked two days ago. Tried to lock on Chromebook, still broken.

The Refresh link is grayed out when it's too early to do a refresh.

Mine is now two days old so it's not grayed out. This link is found on Dashboard.

Re: Is TrueIdentity broken?

GApeachy — Fri, 19 Feb 2021 12:22:30 GMT

@Anonymous Just did a refresh via mobile and here is what the link grayed out looks like on Dashboard. (see post above for ss before refresh)

Re: Is TrueIdentity broken?

Anonymous — Fri, 19 Feb 2021 18:24:30 GMT

There are two ways to lock/unlock - from the Dashboard tab and from the ID Protection tab.

From the Dashboard tab, the popup is missing the Continue button.

From the ID Protection tab, the popup contains the Continue button.

Apparently, something similar is present for Refresh, but it's too early for me to test.

From the Dashboard tab, the popup has an Accept checkbox and is missing the Continue button.

From the Credit Report tab, there should be a Refresh link that works (according to HRZ780).

Re: Is TrueIdentity broken?

GApeachy — Fri, 19 Feb 2021 18:38:15 GMT

@Anonymous wrote:
There are two ways to lock/unlock - from the Dashboard tab and from the ID Protection tab.
From the Dashboard tab, the popup is missing the Continue button. (same here)
From the ID Protection tab, the popup contains the Continue button. (okay, I found it)

Apparently, something similar is present for Refresh, but it's too early for me to test.
From the Dashboard tab, the popup has an Accept checkbox and is missing the Continue button. (yep, same thing)
From the Credit Report tab, there should be a Refresh link that works (according to HRZ780). (I guess I'll have to wait until tomorrow, there's nothing there but I did refresh this am via mobile so if the link disappears on that page then that explains that. The refresh link shows grayed out on the dashboard page as ss posted above though.)
Thank you both! @Anonymous and @HRZ780