Creating & Managing Orders
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      3. Creating & Managing Orders

      Refresh Order Data

      1. How to Order a Refresh

      To refresh order data in the Truv Dashboard, follow these steps:

      1. Log In to the Truv Dashboard
        Go to https://dashboard.truv.com and log in to your account.

      2. Navigate to the Orders Tab
        From the left-hand menu, click on Orders.

      3. Select the Order to Refresh
        Find and click on the specific order you want to update.

      4. Initiate Data Refresh

        • Click the Refresh Data button.

        • A pop-up will appear. Select the Product Type (e.g., Employment, Income and Employment, Employment and Most Recent Paystub).

        • Choose the Employers you want to refresh.

        • Click Continue to proceed.

      5. Monitor the Refresh Process

        • The order status will update to Pending during the refresh.
          Screenshot 2025-06-16 at 12.06.26 PM

        • Once the refresh is complete, the updated report will be available for download.


          2. When a Refresh Will Not Work

          While Truv typically performs data refreshes automatically when you click “Refresh Data” on an order, there are specific situations where the system is unable to proceed. In these cases, the borrower must take additional steps to complete verification.

          1. Multi-Factor Authentication (MFA) Requirement

          Some payroll providers enforce MFA during login for security purposes. When this occurs, the MFA code is sent directly to the borrower and Truv cannot complete the refresh automatically.

          Next Step:
          Notify the borrower that a new verification email has been sent. Instruct them to open the link in the email and complete the MFA step to proceed.

          2. Credentials Changed

          If the borrower has changed their login credentials (username or password) since the original order, Truv will no longer be able to authenticate or retrieve data.

          Next Step:
          Click Refresh Data in the dashboard. This will automatically send a new verification email to the borrower. Once completed, the order will refresh with updated data at no additional cost. The order’s expiration resets.

          3. Connection Expired

          Truv’s connection to the borrower’s provider remains active for 90 days after the initial login. If a refresh is attempted after 90 days, the session will have expired.

          Next Steps (choose one):

          • Option 1: Click Duplicate Order in the dashboard. This copies the borrower’s information and sends a new verification email with a fresh expiration date. Update the tracking number to reflect the refresh attempt.

          • Option 2: Create a new order manually in the dashboard. This ensures a clean slate and triggers a new verification request.