If you are an employee or applicant using Credentials, please refer to the FAQs below if you are experiencing any of the following issues:

• Payroll Login Not Working
• Payroll Login Unknown
• Error Message, Unidentified
• Failed to Connect
• Payroll Provider Not Listed

What is Truework Credentials? 

Credentials is a verification method that enables applicants to complete income and employment verifications by logging into their payroll provider. 

What data safeguards are in place with Credentials? 

Truework operates as a Consumer Reporting Agency (CRA) and must adhere to the Fair Credit Reporting Act (FCRA). The FCRA has strict requirements for the sharing of consumer data pursuant to specific permissible purposes. 

Employees must authorize the release of information, ensuring their data is never used without explicit consent. Strict system-wide permission controls ensure that data access is restricted and only authorized personnel have access.

I received an error message when trying to log in to my payroll. What should I do? 

If you have encountered an error message while trying to complete the Credentials workflow, please copy and paste the error message and send an email to support@truework.com. Click “Copy Error” and paste the information into the email to Truework. 

Example error message

What if I cannot to log into my payroll account? 

If you cannot log into your payroll account, Truework may attempt to complete your verification through alternative methods, including contacting your employer directly. If we cannot complete your request using alternative verification methods, the request will be canceled, and your verifier will be notified. 

How long does a Credentials request take to complete?  

Once you enter the Credentials workflow, you can complete your verification request in minutes. As soon as you can, Truework will run a data quality check before sharing the information with the verifier. 

Can I still get verified if I cannot log into my payroll account with Credentials?

If you cannot complete the Credentials workflow for whatever reason, your verifier will pursue alternative means to complete your verification, which may take 2-5 additional business days.

I searched for my employer in the Credentials workflow but couldn’t find it. What should I do? 

If your employer did not show up when searching, try typing in the first few letters and allow the search system to populate results. From there, you should be able to scroll down and select the proper provider before proceeding with your connection attempt. If this method does not yield results, you can search for your payroll provider instead. Please see the instructions in the next question if you do not know or remember your payroll provider. 

What if I don’t remember my payroll provider or can’t find my payroll provider? 

If you are unsure of which provider your employer uses for payroll, you can search for your employer in the Credentials experience, and Truework will automatically associate the appropriate provider if possible. Sometimes connecting through payroll systems such as ADP, Workday, etc. can narrow the results and help you to connect.

If you cannot find your employer in your search, please reference your latest pay stub or reach out to your employer to confirm the correct payroll provider. 

What if I don’t remember my payroll password? 

You can initiate a password reset process from within the Credentials workflow. To enter the Credentials workflow, click ““Complete your verification” from the email you received or from directly within your application. After selecting your employer or payroll provider, click “Forgot password?” or “Reset Password” to start the password reset process. 

What if my employer uses Single Sign On (SSO) to access my payroll account? 

Credentials supports Single Sign On (SSO) to log in to your payroll account. If your employer has enabled SSO, you can log in to payroll using whichever SSO provider your employer uses. Examples include:

• Okta 
• Microsoft
• OneLogin
• Duo
• Ping Identity

I received an error message saying, “This link has expired.” What should I do?  

For security purposes, all outstanding Credentials verifications will automatically expire after a certain period of time. If you receive the below error message, we are attempting to complete your verification using other methods.

If we cannot complete your request using alternative verification methods, the request will be canceled, and your verifier will be notified. 

I received an error message saying, “Verification already completed”. What should I do?  

Good news! If you receive the below message, no action is needed, as Truework already completed the verification using another method. 

Should I expect to hear back from someone after I’ve successfully logged in to my payroll account?

At this time, no further action is needed from you. Truework will work directly with the individual verifying your employment with any further updates as we complete this verification.

I have my W-2, tax returns, and other documents that prove my employment. Can I email it to Truework instead?

Unfortunately, Truework cannot complete your verification using documents provided directly by you. 

What is a VIP or EIN number?

This is likely asking you for your employer's EIN (Employer Identification Number). The best place to find this will be in Box b of your W-2 form. It is a 9-digit number, usually right above your employer's name or below their address