TransUnion verifies the identity of all applicants when generating credit reports to ensure the information pulled is correct for the applicant. 

If you encounter an error message and are unable to generate your documents, please follow the instructions on your screen to reach out to the TransUnion support team at 1-866-775-0961. 

You will be requested to provide the following pieces of information: 

- Screening Request ID 

- First & Last Name

TransUnion Customer Support Hours of Operations are below

Monday – Friday: 7:00 a.m. – 6:00 p.m. (MT)
Saturday: 8:30 a.m. – 5:00 p.m. (MT)
Sunday: 9:30 a.m. – 5:00 p.m. (MT)

We pull a comprehensive report directly from TransUnion database for your credit report & screen. If any of this information does not look familiar or is inaccurate, please contact TransUnion directly at (833) 458-6338 or email TURSSCustomerService@transunion.com if you need to initiate a dispute regarding the content of your report!

It is always best to message the landlord or listing agent first to find out what fees are associated with generating and sharing documents with their account.

For most landlords and agents, the fee is $30. Applicants are typically responsible for covering this fee - some landlords or listing agents charge additional fees for applications. Applicants will be prompted to pay a fee for each property they choose to share their documents with.

You may be charged this $10 in a separate transaction from your screening fee. When you go to submit the reports, this $10 is subtracted from the screening fee as you only generate that report once.

We accept all major credit cards when you are remitting payment for your screening documents. All payment is handled online. We do not accept cash or check.

Please note that paying for reports does not automatically share them with the landlord/agent. You will still need to click the “Share” button on your apply dashboard. See this article for more information: How Do I Share My Screening Report / Application?

There are a few different ways to share your documents with a landlord or listing agent once you have completed them:

Sending via Email

You can enter the agent or landlord’s email address in the box beneath your completed documents at https://www.zumper.com/apply that says “Share your Zumper documents by entering an agent's email below”. You will want to make sure you are entering the email address associated with their Zumper account in the email field.

Requested via Email

A share notification will appear in the middle of your dashboard if the landlord or listing agent requests your documents via email. When you are done generating the documents and have paid for them, be sure to select the “Share” button in the middle of your apply dashboard to grant the landlord or agent viewing permission of your documents.

Application Link

You may be sent a personal application by the landlord or listing agent. This link will prompt you to generate and share the documents directly with their Zumper account.

You can manage your shares in the “Manage Shares" section on your apply dashboard. Documents have only been successfully shared if you see the name of the landlord or listing agent appear in this section.

If you have generated your documents and they are no longer visible in your account, please read this article to see why they may have disappeared: Why Did My Screening Documents Disappear?

If you are having trouble entering your information to submit your screening reports, the best thing to do is to contact us through the support request form. Any screenshots of where you are having trouble entering information is greatly appreciated!

If you are having trouble verifying your identity, please refer to this article and make sure you are entering your information correctly.

To revoke viewing permissions of screening/application documents with a landlord or listing agent, simply log into your account at www.zumper.com/apply and scroll down to the “Manage Shares” section. From here select the “Revoke” button next to the individuals you would like to no longer have access to those documents. They will receive an email notification informing them you have revoked access. 

Documents that had previously been in your account could have disappeared for a number of reasons. Don’t worry! Here are some of the most common cases:

• You reset your password. Simply regenerate and re-share the documents. If you generated the reports in the last 30 days, you should not be prompted to pay again when sharing with the landlord/agent!
• The screening reports were generated over 30 days ago, and have therefore expired. You will need to regenerate, re-pay, and re-share their documents with the landlord/agent if this is the case.

Unfortunately there is no way to recover these documents therefore you will need to regenerate them.