I Got Different Employment Details Than I Requested — What Should I Do?

If the employment details you received from Truv are different from what you requested, it usually means the borrower authenticated with the wrong payroll provider or credentials. Truv can only retrieve information from the payroll provider and credentials the borrower uses during authentication.

How to Get the Correct Employment Details

1. Borrower Authenticates With the Correct Payroll Provider

   • Ask the borrower to verify that they’re selecting the correct payroll provider when they authenticate.

   • The information retrieved depends entirely on the payroll source they log into.

2. Borrower Needs the Right Credentials

   • The borrower must have valid login credentials for the payroll provider that holds the employment data you’re requesting.

   • Without the correct credentials, the requested employment data cannot be accessed.

3. Create a New Order

   • Create a new order for the borrower.

   • Instruct the borrower to authenticate again, ensuring they choose the right payroll provider and credentials.