I'm locked out and can't verify my identity with Experian. What do I do next?

Identity verification is required to make sure a renter's sensitive information is being viewed by a verified individual and to make sure that renters are running reports linked to their own identity– not anyone else's. 

Below are some situations which may explain why your account has been locked, and what you can do to get past this step.

Do you have a freeze on your credit file?

If your credit report is frozen, this prevents Experian from accessing your credit file to verify that the personal information you enter for the security questions are correct. 

You'll need to:

1. Temporarily lift your Experian credit freeze:


2. If the lockout is over, wait at least one hour after you lift the credit freeze before attempting to verify your identity again on Cozy. 

Have you never opened a credit card or taken out a loan?

Currently, we use Experian to verify each customer's identity before they can purchase either type of screening report. That means that even if you don't need to purchase a credit report, you'll still need a credit file in order to run the background check.

Without a credit history, you won't be able to run your credit report or background check on Cozy. We recommend letting the landlord know you don't have a credit history, and seeing if they'll accept another way to prove your ability to pay rent (e.g. proof of income and savings).

Do the security questions and answer choices look unfamiliar?

Unsure about what address you used to live at or which credit card you may have opened a few years ago? If you're running into questions that you're unable to answer, the best bet is to speak to Experian.

You'll want to let them know that you're running into trouble answering the security questions. Support at Experian should be able to pull up your report and review the information they have on file for you.

To contact Experian, you can call this number:

8AM to 5PM PT, Monday through Friday

Tip: The verification questions you see on Cozy are generated directly from your credit file. You may want to have a copy of your credit report on hand when the lockout is over in case you forget your details.

Are you checking your credit report on other websites?

If you're checking your credit report on another website, this can can cause Experian to lock your account. That means that if you were making attempts to verify your identity under 2 different Cozy accounts, or under one Cozy account and one different service that also uses Experian, you'd hit that excessive use block. 

If this is the case, you'll need to wait 96 hours before you can attempt to verify your identity again on Cozy.

Have you recently changed your name or address?

If you're running into trouble after entering in your personal information and no security questions pop up, try these steps:

  • Make sure you’ve entered your most recent address most likely associated with your credit report.
  • Make sure you're entering your Social Security Number, not a TIN.
  • Make sure to include your full legal name, including your middle name.
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