If you have a consumer alert, a fraud victim indicator warning, or a wallet/ID is lost/stolen warning on your credit file with Equifax, they will not give us identity verification questions to present to you. Alternatively, they will not allow you to pass the identity verification questions even if you're answering them correctly. To find out if there is an alert or warning on your file, you can contact Equifax Canada at 1-866-828-5961.
We suggest keeping the alert or warning in place for your security. However, if you wish to proceed, please contact us to let us know once it is removed. Once removed, we'll be able to help you try again to access your account.
If you have contacted Equifax and they've confirmed you don't have an alert or warning on your credit file with them, please contact us to let us know so we can begin an investigation into your account.