We know this is a frustrating outcome! 

This means that the information you entered in NovaConnect or the answers to the verification questions presented to you didn’t match what the foreign credit bureaus have on file. The verification questions are called "out of wallet" questions and are based on information about you from the foreign credit bureaus’ files. These questions are designed to help us verify that it’s actually you who’s making the request, as opposed to someone pretending to be you. They are required in order for certain foreign bureaus to release your report for use in the U.S. Note that the verification process will be slightly different depending on which bureau and country you are requesting your report from. 

If you believe that you misentered any personal or verification information, you may complete the Nova Credit request form a second time. Some hints and tips:

  • Be sure that every piece of information is correct. If you’ve recently had a life event (like changing your name), be sure to use the name that you used when you lived outside of the U.S. Or if you registered a change of address within your old country but it’s recent, try using the address where you lived for a longer time.
  • Check old bank or credit card statements to confirm information related to the verification questions.
  • For ID numbers, check that the document is currently valid (expired IDs will not work).

Note that you may get locked out after too many attempts, at which point you must wait 24 hours to try again. Please email help@novacredit.com with any questions, or if you are unsure how to try again.

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