This guide helps troubleshoot missing or incomplete data in Truv, covering order status checks, credential verification, data refresh, document uploads, and when to contact support.
If you are experiencing missing or incomplete data in Truv, follow these steps to resolve the issue:
1. Check the Order Status
- Navigate to the Truv Dashboard and verify the order status.
- If the order is still processing, wait for it to complete before reviewing the data.
- If the order failed, check the error message for details.
2. Confirm User Credentials
- Ensure that the user entered correct login credentials for their payroll or financial account.
- If authentication failed, have the user retry logging in and ensure that multi-factor authentication (MFA) is completed if required.
3. Verify Employer or Payroll Provider Support
- Check if the employer or payroll provider is fully supported by Truv.
- Some employers have limited data availability or may not provide certain details.
4. Enable Document Upload as a Backup
- If income or employment data is unavailable, enable document uploads in the Truv Dashboard.
- This allows users to manually upload pay stubs, W-2s, or tax documents as an alternative verification method.
5. Refresh the Data
- If data appears outdated, initiate a data refresh request via the API or Truv Dashboard.
- Some payroll providers only update data at specific intervals, so waiting may be necessary.
6. Review API Response for Errors
- If you are using the Truv API, inspect the JSON response for any missing fields or error codes.
- Look for status messages indicating "no data available", "restricted access", or "provider error".
7. Contact Truv Support
- If the issue persists, reach out to Truv Support with:
- The order ID
- The employer/payroll provider name
- Any error messages received
- The support team can investigate and provide additional troubleshooting steps.