Where can I check what information Experian has on file for me?

In order to check the information that Experian has on record; you can obtain a free Experian credit report from www.annualcreditreport.com. Identity proofing questions are formulated based upon credit history. This includes but is not limited to questions about home/auto loans, bank accounts, places of residency, etc. Having a credit report available can assist in answering these questions.

What can I do if I am locked out of my account after three failed identity verification attempts within a 24-hour period?

You will have to wait 24 hours from the last time identity verification was attempted and failed. Any attempts made during the lockout period (whether it be an hour or 23 hours) will extend the time that you will have to wait. BestNotes Support does not have the ability to unlock your account.

What is Serial Number (S/N) and Credential ID?

  • Serial Number or (S/N): the series of numbers and/or letters on the back of the hard token that is the unique identifier for that token. S/N refers to Serial Number (not to be confused with SSN which refers to your Social Security Number) which will only have to be entered in the User Information page.
  • Credential ID: is the series of letters and numbers that appears at the top of the screen when you open the soft token VIP Access app (starts with "SYMC"). It is a unique identifier for your soft token every time it is downloaded. So, if you delete the app and redownload it, you will have to register it as another token.

What happens if I forget my passphrase and cannot answer my security question?

In the event that the passphrase is forgotten and cannot be reset, your account will be disabled, and you will be required to complete EPCS onboarding again. We strongly recommend that the passphrase and security question/answer are written down and stored in a secure location. BestNotes cannot reset a passphrase. The passphrase can only be reset by correctly answering the security question.

What are some factors that result in failed Identity Proofing?

There are several factors that can hinder your ability to successfully complete Identity Proofing, these include but are not limited to the following:

  • Fraud Alert
  • Inability to answer security questions accurately
  • Personal information entered does not match what Experian has on file.
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