Unfortunately, there are rare circumstances where we might not be able to verify your identity, even though you entered your details correctly, these include when:
- The details on your identity document are not accurately reflected in the official record holder's database (you may wish to contact them if you think this might be the case); or
- You may have miss-keyed some information such as your date of birth on the sign-up page.
Some things you can try:
- Check your name and date of birth, as you may accidentally entered it incorrectly; or
- Try a different identity document (Australian passport, foreign passport linked to your Visa, driver’s licence or Medicare card)
Unfortunately, if digital ID verification fails you will be unable to obtain your credit score and credit file information with us at this time. However, we continue to work on simplifying this process and reviewing the types of identity documents we can accept to make the service accessible to as many people as possible.
Please note that if you are unable to verify your identity through our service then you can still obtain your free credit report directly from Experian once per year. Please see Experian’s website to order your credit report from them.