Introduction
Truework is one of the only verification providers to offer real-time status updates on every verification request. To view status updates, go to your Truework.com dashboard. Under “My Requests” on the left-side navigation bar, click on the request you want to view.
How Status Updates Work
Every time an action is taken to complete a request, Truework shares a detailed status update with our users. These updates are organized based on the Truework verification method currently used to complete the verification.
In most cases, Truework will first check our instant records database to complete the request. If the individual is not found within our instant database, Truework will automatically send the request to the next-best verification method, depending on the employer.
As a reminder, our system will automatically cancel any verification not completed within 14 days. This ensures that verifiers won’t end up waiting indefinitely for a verification that is unlikely to be completed. And, Truework only charges a fee for completed verifications, so requesting a refund is unnecessary.
Need Help?
If you still have questions after reviewing the guide below, email support@truework.com or call us at 1-833-878-3967. Our Support team is available Monday through Friday from 6:00am to 6:00pm MST.
Guide: Status Updates
Check out the guide below for a description of the various Status Updates you’ll see on your verifications. We’ve organized these by stage and verification methods.
Tip: You can quickly search this article for a specific Status Update by using “Ctrl + F” on a PC or “Command + F” on a Mac.
Status Updates: Verification Review and Processing
Request received for <EMPLOYEE> at <TARGET COMPANY NAME>
This status update confirms that we have received your request and have begun processing.
Additional information required to process request
This status update confirms that the initial verification submission did not provide all the information needed to complete the request. To address the issue and help complete the verification, please follow these steps:
- Login to app.truework.com
- Click on “My Requests” on the left-side navigation bar
- Find the specific request that needs additional information and click “Respond”
- Once the additional information is received, Truework can continue processing the verification.
For Encompass users who receive this status update, locate Truework under the “Services” tab in the Encompass interface. From there, you can click “Respond” to provide additional information.
No matter how you access Truework, users will be notified via email anytime a submitted verification requires additional information.
Additional information received
The missing information required to complete the verification has been received by the Truework team. Truework will now move to the next stage, depending on the verification method determined by the target employer.
Status Updates: Truework Instant and Partner Network
Searching 35 million records on our Instant Network
Truework starts most requests by checking to see if our Instant Network covers the employee.
<EMPLOYEE>'s information not found on Instant Network, searching secondary data sources
If the employee is not found instantly, the request will be routed to the next fastest verification method offered by Truework.
<EMPLOYEE>'s information found on Instant Network
Success! The employee was found on Truework’s Instant Network. Truework will now process the employee’s income and/or employment information to ensure it is complete and accurate before sharing the complete report
Searching 5 million records on our partner networks
Truework partners with multiple VOI/E providers to give lenders a centralized verification platform aggregating access to different data sets.
<EMPLOYEE> not found on partner networks
Unfortunately, this employee is not covered by our partner networks. The request will now instantly be routed to the next verification method, depending on the specified employer.
<EMPLOYEE>'s information found on partner network. Waiting for <EMPLOYEE> to approve request via payroll partner
We have successfully confirmed that the employee is covered by one of Truework’s data partners. Sometimes, a data partner requires the employee to approve the request before the information is shared directly.
You may consider contacting the employee to let them know you are awaiting their approval before the verification can be completed.
<EMPLOYEE> approved request. Truework is processing received information
Once the employee has provided additional approval, Truework will process the employee’s income and/or employment information to ensure it is complete and accurate before sharing the complete report.
Status Updates: Truework Credentials
Reaching out to <EMPLOYEE> to connect their payroll account
Truework Credentials is a verification method that allows employees to share verified income and/or employment information directly from their payroll provider. When seeing this status update, it means Truework has sent the employee an email or in-app prompt to log into their payroll provider to complete the verification.
Waiting for <EMPLOYEE> to connect payroll account
Once the Credentials verification method has been deployed, the employee must log in to their payroll provider to complete the verification. All Credentials verifications will be automatically routed to our Smart Outreach service (or canceled) if incomplete after 72 hours.
When seeing this status update, you may want to let the employee know they should’ve received an email or in-app prompt to log into their payroll provider.
<EMPLOYEE> clicked on the email to start payroll account connection
This status update confirms that the employee received the Truework Credentials email or in-app prompt to complete the verification to log into their payroll provider.
<EMPLOYEE> is shown a consent screen
This status update confirms that the employee has successfully started the Truework Credentials workflow. If this is the most recent status update on a request, it means the employee still needs to consent to share their employment and/or income information.
<EMPLOYEE> provided consent to receive data from their payroll account
This status update confirms that the employee has consented to the Truework Credentials workflow.
<EMPLOYEE> is shown a search screen
This status update confirms that the employee has entered the second stage of the Truework Credentials workflow after providing additional consent.
<EMPLOYEE> searched for their employer
This status update confirms the employee has attempted to search for their employer to complete the Truework Credentials workflow.
<EMPLOYEE> found their employer
This status update confirms the employee has selected an employer in the Truework Credentials workflow.
<EMPLOYEE> attempted to log in to their payroll account
This status update confirms the employee has found their employer in the Truework Credentials workflow.
<EMPLOYEE> was unable to log in to their payroll account
This status update confirms the employee attempted but could not log into their payroll account in the Truework Credentials workflow.
In most cases, after the employee cannot log into their payroll account, the request will be automatically routed to the Truework Smart Outreach service.
<EMPLOYEE> successfully logged into their payroll account
This status update confirms the employee could share their income and/or employment information through Truework Credentials. Truework will now process the employee’s income and/or employment information to ensure it is complete and accurate before sharing the complete report.
<EMPLOYEE> exited the payroll connection module
This status update confirms that the employee has left the Truework Credentials workflow (before completing the verification >> need to confirm).
In most cases, the request will be automatically routed to the Truework Smart Outreach service to continue processing.
<EMPLOYEE>'s information was not successfully retrieved from the payroll account
This status update confirms that the employee could log in to their payroll account, but the verification could not be completed due to a technical error.
In most cases, the request will be automatically routed to the Truework Smart Outreach service to continue processing.
<EMPLOYEE>'s payroll account did not provide sufficient data
Although the employee could successfully log into their payroll account, the account did not provide enough data to complete the verification.
In most cases, if the payroll account does not provide sufficient data, the request will be automatically routed to the Truework Smart Outreach service.
<EMPLOYEE>'s data successfully retrieved from payroll provider
This status update confirms that the employee could log into their payroll provider, and data was successfully shared with Truework. Truework will now process the employee’s income and/or employment information to ensure it is complete and accurate before sharing the complete report.
Credentials module has expired
This status update confirms that the employee could not complete the Truework Credentials workflow. In most cases, failed Credentials verifications will be automatically routed to our Smart Outreach service (or canceled) if incomplete after 72 hours.
<EMPLOYEE>'s payroll connection was not successful, routing request to next method
The employee could not connect their payroll account through Truework Credentials to complete the verification.
In most cases, if the payroll connection is unsuccessful, the request will be automatically routed to the Truework Smart Outreach service.
<EMPLOYEE>'s information received through payroll connection
This status update confirms that the employee could log into their payroll provider, and data was successfully shared with Truework. Truework will now process the employee’s income and/or employment information to ensure it is complete and accurate before sharing the complete report.
Status Updates: Truework Smart Outreach
Matching <TARGET COMPANY NAME> to internal employer records
This status update confirms that the verification request has been routed to the Truework Smart Outreach service. We are now matching the target company with our employer database to complete the verification as fast as possible.
Requests processed by Truework Smart Outreach are usually completed in 24-48 hours.
Reviewing verification requirements for <TARGET COMPANY NAME>
Through our robust employer database, Truework Smart Outreach includes detailed notes on the fastest verification method for thousands of additional employers.
This status update confirms that the employer has been found in our employer database, and our team is confirming the information needed to complete the request.
Truework specialist called the HR contact
A Truework Smart Outreach team member has identified that a direct phone call is the fastest way to complete this verification. This update confirms the Truework team member has directly called the HR contact at the target employer.
Truework specialist followed up with another call to the HR contact
After the initial call attempts were unsuccessful, a Truework Smart Outreach team member again tried to contact the employer via phone.
Truework specialist called company to find HR contact
This status update confirms that the HR contact for the target employer was not listed in Truework’s employer database. A Truework Smart Outreach team member has called the target employer to find the appropriate HR contact who can help complete the verification.
Truework specialist sent an email to company to find HR contact
This status update confirms that the HR contact for the target employer was not listed in Truework’s employer database. A Truework Smart Outreach team member has emailed the target employer to find the appropriate HR contact who can help complete the verification.
Truework specialist sent an email to the HR contact
Through our robust employer database, Truework Smart Outreach provides our internal team with detailed notes on the fastest verification method for thousands of additional employers.
This status update confirms that the employer has been found in our employer database, and our team has provided that employer with the necessary information to complete the request via email.
Truework specialist followed up on previous email to the HR contact
After the initial email attempt was unsuccessful, a member of the Truework Smart Outreach team again tried to contact the employer via email.
Truework specialist sent a fax to the HR contact
Through our robust employer database, Truework Smart Outreach provides our internal team with detailed notes on the fastest verification method for thousands of additional employers.
This status update confirms that the employer has been found in our employer database, and our team has provided that employer with the necessary information to complete the request via fax.
Truework specialist updated information on this request
This status update confirms that an error on the initial verification submission was corrected, and the request was successfully resubmitted.
Note: Sometimes, these errors are technical and unrelated to the employee information provided in the initial verification submission.
Truework specialist is awaiting <EMPLOYEE>'s information from third party verification provider
This status update confirms that another verification provider covers the target employer. A Truework Smart Outreach team member has successfully submitted the verification request to the specific third-party provider and is awaiting confirmation.
Truework specialist received and is processing <EMPLOYEE>'s information
This status update confirms that a Truework Smart Outreach team member has successfully obtained the employee’s income and/or employment information from the target employer.
Truework will now process the employee’s income and/or employment information to ensure it is complete and accurate before sharing the complete report
Status Updates: Quality Control and Completion
Received information passed quality review
Success! The employee’s income and employment information has been reviewed for accuracy and completion.
Submitted information did not pass quality review
The information provided by the target employer was not sufficient to complete the verification. Truework will try to complete the verification using another method or cancel the request, and you will not be charged.
Request canceled
The request has been canceled. This may have been a user-requested cancellation, or Truework could not complete the request.
Please note, Truework will automatically cancel any request not completed within 14 days of submission. If you believe your request was canceled incorrectly, please contact support@truework.com with the verification request number and why you believe the request was canceled incorrectly.
Report ready
Success! The completed income and/or employment verification report is now ready to view. You can view your completed verifications by signing into app.truework.com and navigating to “My Requests” on the left side-bar of the Truework dashboard.