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?
Truework, as a Consumer Reporting Agency (CRA), adheres to the Fair Credit Reporting Act (FCRA) requirements. This includes strict controls over data sharing, ensuring that consumer data is only shared for permissible purposes. Employees must authorize any release of information, and only authorized personnel have access.
What Should I Do If I Receive an Error Message While Logging In?
If you encounter an error during the Credentials workflow, copy the error message and send it to support@truework.com. You can use the "Copy Error" button to paste the information into your email.
Example error message
What If I Can't 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?
Once you start the Credentials workflow, your verification request can typically be completed within minutes. Truework will perform a data quality check before sharing the information with the verifier.
Can I Still Get Verified If I Can't Log In?
If you cannot complete the Credentials workflow, your verifier will pursue alternative verification methods. This process may take 2-5 additional business days.
What If I Can't Find My Employer in the Credentials Workflow?
If your employer doesn't appear in the search, type the first few letters to populate results. You can also search for your payroll provider. If you’re unsure of the payroll provider, check your latest pay stub or ask your employer.
What If I Don’t Remember My Payroll Provider?
If you’re unsure which provider your employer uses, you can search for your employer, and Truework will attempt to find the correct provider. You may also try connecting through systems like ADP, Workday, etc., for more accurate results.
What If I Don’t Remember My Payroll Password?
To reset your password, enter the Credentials workflow and click “Complete your verification” from your email or the application. Then select your employer or payroll provider and click “Forgot password?” or “Reset Password.”
What If My Employer Uses Single Sign-On (SSO)?
Truework Credentials supports SSO. If your employer uses SSO, log in using your employer's SSO provider (e.g., Okta, Microsoft, OneLogin, Duo, Ping Identity).
What If I Receive an “Expired Link” Error Message?
All Credentials verifications expire after a certain period for security reasons. If you receive an expired link error, we will attempt verification through other methods. If those methods fail, your request will be canceled, and your verifier will be notified.
What If I Receive a “Verification Already Completed” Message?
If you receive this message, no action is required. Your verification has already been completed using another method.
Will I Hear Back After Logging Into My Payroll Account?
No further action is needed from you. Truework will update the verifier directly as we complete your verification.
Can I Email My W-2, Tax Returns, or Other Documents to Truework?
Truework cannot complete your Credentials verification using documents provided directly by you.
What is a VIP or EIN Number?
This is your employer's EIN (Employer Identification Number), found in Box b of your W-2 form. It is a 9-digit number, usually above the employer's name or below their address.