If you have a consumer alert, a fraud victim indicator warning, or a wallet or ID is lost or stolen warning on your credit file with Equifax, Equifax will not give us identity verification questions to present to you or allow you to pass the identity 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 this and we can take a closer look for you.