Members can reset their credentials by clicking ‘reset username’ or ‘reset password’ on the Truv site. If their account has been blocked or suspended, the member may need to contact their HR department or payroll provider’s customer support.

Truv can only return information provided by the payroll provider, and the payroll provider is not obligated to return some fields, such as the ‘Job Title’ field. If more information is required please get with the Jr Processor who claimed the order and ask them to get a VOE a different way.

If the employer switches payroll providers during the member’s employment period, the payroll provider will only support the dates it knows. The member may need to ask their employer for the name(s) of the other payroll provider(s) to supply all employee history.

Members can email support@truv.com or chat with Truv Support via their website.

There are several ways for a member to find their payroll provider:

• It can be listed on their paystubs.
• Members can also contact their employer to find their payroll provider. (Please note that their employer won’t need to perform any actions for our member to use Truv; they would just be able to assist the member with obtaining their username and password.)

Please let the Jr Processor who is working on the order know and they will get the VOE a different way. However, the member should always be encouraged to try Truv first. They can connect with hundreds of payroll providers.

Truv utilizes existing user connections to verify the information. The employer or income provider requires no action to authorize the connection.

Members can review relevant privacy policies before entering any login credentials. Truv will not call the member to receive any information.