Phased Launch of Enhanced Online Consumer Platform

Access Q&A about the relaunch of our online consumer services.

Phased Launch of Enhanced Online Consumer Platform

Share This Page

Following the suspension of our online credit report service in Hong Kong due to a security incident, TransUnion has initiated a phased relaunch of its enhanced online platform. The online service has been reviewed by an independent third party and benchmarked against global standards related to security and fraud prevention. TransUnion subscribers will be contacted in phases via notification letters by post to complete a one-time re-authentication process to resume the online services.

The new system uses a strong and multi-layered authentication solution that includes a number of enhancements aimed at protecting consumers’ data and information from fraud. Prior to accessing the online service, each consumer will be asked a series of questions to verify something they know about their identity (e.g. the monthly payment for their mortgage) and to ascertain something they have (e.g. a mobile phone linked to their account), which TransUnion will validate using a combination of online and offline data. There are also stricter limits on the number of times that an individual can attempt to access a credit report, as failed attempts result in the TransUnion account being locked. In addition, OTP (one-time password) verification will be used for all online applications of credit reports. The system is protected by additional teams locally in Hong Kong who continually monitor cybersecurity threats and mitigate against the threat of fraud.

Nothing is more important to TransUnion than the security of the information that we hold on behalf of our consumers. We continuously review ways to strengthen protocols to identify and combat increasingly sophisticated activities by criminals, while still allowing consumers access to their own information.

For any assistance or inquiries, please contact our Consumer Services and Operations at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM – 5:30 PM, except public holidays) or via email at [email protected].

 

Consumer FAQ

 

1. Why have I received a notification letter / SMS asking me to authenticate my account?

TransUnion has initiated a relaunch of our enhanced online platform in Hong Kong after a comprehensive review and security enhancements. You received a notification letter because our system shows that you have an online service account with TransUnion, which enables you to access your Credit Report, Score & Alerts service on our website.  We are contacting TransUnion subscribers in phases and inviting you to participate in our phased relaunch now.

 

2. I have an account with TransUnion. Why have I not received any notification?

In order for us to provide quality service, TransUnion will contact subscribers and reactivate their accounts in a phased manner. Subscribers can re-authenticate their accounts and access their credit information online after having received our notification.

 

3. I received a letter, but I am not sure if I have an online account with TransUnion. What should I do?

If you have any doubt about the letter or the account, please contact our Consumer Services and Operations at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM – 5:30 PM, except public holidays) or via email at [email protected].  The Customer Service Officer will check your proof of identity before providing a status of your account. In the event that the account is not opened by you, TransUnion will verify your information, lock the TransUnion account to prevent it from being reauthenticated by someone else. Further, we will offer a free credit monitoring report.

 

4. I forgot my online account username and/or password, what should I do?

You can click “Forgot My Username” / “Forgot My Password” on the login page and follow the instructions to verify your identity and retrieve your username and password.

 

5. What should I do if I fail to complete the online process?

Please make an appointment at your earliest convenience via our website and visit our office in person with the following documents for identity verification:

Your HKID card or other identification document
 An original copy of your valid proof of address issued within the last 3 months (e.g. rates & government rent notice, water bill, electricity bill, gas bill, or credit card statement)

 

6. When will you resume the subscription fee charges?

We will resume subscription charges once the account has been re-authenticated.  

 

7. What will happen if I do not re-authenticate?

You will not be able to view your latest credit information online until you have completed the re-authentication process. 

 

8. Why am I not able to access the re-authentication process on your website?

In order for us to provide quality service, TransUnion will contact subscribers and reactivate their accounts in a phased manner. Subscribers can re-authenticate their accounts and access their credit information online after having received the notification letter.

 

9. Why am I not able to see my credit information upon completion of the re-authentication?

If you did not maintain an active subscription on your account, you need to re-subscribe to the service to see your credit information.

 

10. How do I request to participate in the phased launch?

Thank you for your interest in our phased relaunch.  We will be notifying selected consumers to participate in the phased relaunch later. If you need access to your credit report, you can make an appointment via our website and visit our office in person.

 

11. How does TransUnion select consumers to participate in the phased launch first?

Thank you for your interest in our phased relaunch.  We will invite our existing online account holders to participate in this phased relaunch.

 

12. How do I cancel my online subscription? Will TransUnion refund the remaining days of subscription fee?

If you would like to cancel your online subscription, please login to your online account, access “Support”, select “Monthly Subscription”, and click “You can cancel your monthly subscription anytime by clicking this link…”. This will cancel your online account. Once your account is cancelled, you will cease to access your Credit Report, Score and Alerts service. For assistance or any queries about your account, you can contact our Consumer Services and Operations at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM– 5:30 PM, except public holidays) or via email at [email protected].

 

13. I suspect that my account was created and/or accessed by unauthorized parties. I would like to request TransUnion to provide the details of the account to file a police report. Will TransUnion charge me for requesting this information?

There will be no charge by TransUnion for providing information to assist the investigation by the Hong Kong Police. If you have any doubt about the account, please contact our Consumer Services and Operations at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM – 5:30 PM, except public holidays) or via email at [email protected]. The Customer Service Officer will check your proof of identity before providing a status of your account. In the event that the account is not opened by you, TransUnion will verify your information, lock the TransUnion account to prevent it from being reauthenticated by someone else. Further, we will offer a free credit monitoring report. We will also follow up and review your enquiry. You are also advised to report to the Hong Kong Police if you suspect that your data was accessed by unauthorized parties. 

 

14. My TU online account was accessed by unauthorized parties and/ or my data in my account was leaked. What options do I have in terms of recourse and compensation?

If you have any doubt about the letter or the account, please contact our Consumer Services and Operations at (852) 2577 1816 during office hours (Monday to Friday 9:00 AM – 5:30 PM, except public holidays) or via email at [email protected]. The Customer Service Officer will check your proof of identity before providing a status of your account. In the event that the account is not opened by you, TransUnion will verify your information, lock the TransUnion account to prevent it from being reauthenticated by someone else. Further, we will offer a free credit monitoring report. We will also follow up and review your enquiry. You are also advised to report to the Hong Kong Police if you suspect that your data was accessed by unauthorized parties.  

 

15. I have a question or enquiry that is not answered in the above page – what should I do?

For any other enquiries, please contact our Consumer Services and Operations at (852) 2577 1816 which, unless stated otherwise, is open during office hours (Monday to Friday 9:00 AM – 5:30 PM, except public holidays) or via email at [email protected].