Changelog

• Added re-authentication email notification on refresh orders: For customers that create an order and need to refresh the data later, Truv tries to retrieve new data using existing credentials first, then reaches out to the applicant for re-authentication if that fails. Truv has added an email notification to notify the Order Manager and other status update recipients when the re-authentication request has been sent to the applicant, to create transparency and enable better coordination for these cases. 

• Ability to cancel refresh orders in ‘Pending’ status: For customers who create orders via Truv Dashboard, we have added the ability to cancel refresh orders that are pending. When a refresh order is canceled, it will also stop additional reminders from being sent to the applicant. 
• Updated Coverage Indicators for financial institutions: We have added financial institution coverage indicators to improve visibility into likelihood of successfully connecting. In the Dashboard → Coverage tab under ‘Financial accounts’, users can now search and see the success rate for any financial institution. Additionally, in the Dashboard → Orders tab, when adding financial institutions to an Assets or Transactions order, we show the success rate.

• ‘Days requested’ and Financial accounts specification added for VOA Reports: For users who create orders via Truv Dashboard, we have added the ability to specify days requested and financial institutions that should be connected.
• ‘Pending’ state added for Truv invoices: For customers who have enabled Truv order invoices, we have added a pending state to the Dashboard to show when an order invoice is in the process of being generated. Previously, nothing was shown, making it unclear while the invoice was loading. 

• Renamed ‘Identity’ section in Truv VOA/DVOE reports: Since this section includes data submitted during order creation instead of returned from the provider, we renamed the section from ‘Identity’ to ‘Borrower/Applicant info’.

• Order-level status update emails: For Truv Orders clients, we previously sent a status update email to the Order Manager and any other CC’d roles whenever a suborder was moved to a terminal status (Completed, Expired, Canceled, Skipped by user, No data). This created a large volume of status update emails, since one order with three employers would have three separate status update emails. Additionally, if part of an order was completed, no information was shared about the remaining parts of the order, leaving Order Managers in the dark. To solve these problems, we introduced order-level status update emails.
  • Now, if part of an order is moved to a terminal status (Completed, Expired, Canceled, Skipped by user, No data), we will wait 2 minutes to check if updates happen on the rest of the order. Once we detect no further updates, we will send a single email summarizing the status of the entire order.
  • To make status updates more actionable, we include the last task status and number of attempts for the corresponding employer or providers in the order that are still in Pending, Sent, or Skipped status. With this information, Order Managers can decide whether to help the user complete the remaining parts of the order or pursue an alternative solution.
  • Lastly, to provide more context and make the emails more searchable in your inbox, we added the following fields: End-user email, Loan number or Tracking number, Order ID, Source, Order expiration time

• New ‘Connections’ section added to Orders tab and Users tab (beta release): To increase transparency on progress and connection attempts for Orders and Embedded clients, we have added a ‘Connections’ section to the Truv Dashboard in the results. Open the Orders tab or Users tab (beta release only) in the Truv Dashboard, click a row, then navigate to the Connections section by either selecting the submenu or scrolling to below the Report. The section will show all attempts grouped by company or provider for the current product type. For each attempt, we show the company or provider, latest attempt result, updated at, tracking info, and a link to the corresponding attempt tasks. With this information, Truv Dashboard users can get visibility into login attempts that have not been successful. Previously this information was missing, making it hard understand the customers progress and help them through the process.

• Added Report and Connections placeholders to Orders tab and Users tab (beta release): Previously we only showed Order details or Users details for end-users that did not have any successful connections or reports. This made it unclear what should be returned where once a Truv request was completed. To solve this problem, we added a placeholders for the Report and Connections sections on the submenu and results section for both Orders and Users (beta release). Once results are available to show, we replace the empty states with the returned results.

• Moved Link is suspicious field to the Connections level: To help identify fraud cases, we moved the ‘Link is suspicious’ field to the Connections level. Previously we showed a ‘Link is suspicious’ field in Truv Dashboard under Order details or User details. This field shows a Yes / No value depending on whether the SSN submitted to Truv matches the SSN returned from the connected provider. Since there can be multiple providers per order or user, it didn’t indicate which one exactly had the mismatch. To solve this we moved this field to each employer or provider under in the Connections section, so it indicates which exactly has the mismatch.

• SSN Mismatch indicator if a Link is suspicious: To further help identify fraud or suspicious cases, we added a red ‘Mismatch’ indicator next to the SSN field in Order details and User details in the Truv Dashboard. For the connections in the User or Order, if any have ‘Link is suspicious: Yes’, then a red ‘Mismatch’ indicator will be added next to the SSN field

• Transformed action buttons into an ‘Actions’ dropdown: Previously we showed a variety of icons across tables in the Truv Dashboard for available actions. This created inconsistency in the experience and limited the number of actions that could be shown for each row. To create a consistent experience and make the Dashboard more intuitive, we have added a three dots ‘Action’ column to the end of tables (Orders, Templates, Webhooks). Once clicked, it opens up a dropdown with available actions grouped and summarized in plain text. Additionally, this column is now fixed in the tables, which can be horizontally scrolled to show additional columns.

• Added Employer and Provider to the Report and for DDS and PLL products: For clients that used Direct Deposit Switch (DDS) and Paycheck Linked Loans (PLL) products in the Truv Dashboard, we previously only showed the connected bank and account information. There was no information about the employer or payroll provider that was connected to initiate the deposit switch or payment. Now in the Truv Dashboard in Orders and Users and in the Downloadable Reports (Download PDF), we include the connected Provider and Employer (if available).
  • The corresponding changes have been implemented for the Direct Deposit and PLL Reports API. For details, refer to the API updates – December 2024
• Additional Error Distribution statuses in Dashboard Reporting: In Truv Dashboard in Home → Reporting tab, there is an Error distribution chart that shows a breakdown of login errors by type. We have added four additional error types that were previously missing: Account locked, Not supported, Session expired, Unable to reset.

Dashboard bug fixes

• For Orders clients, we previously showed both the Orders and Users tab in the Truv Dashboard. Since these tabs showed essentially the same information, we removed ‘Users’ tab access for companies with this workflow type to prevent confusion.
• There were some cases where suborders could be set to Error while the corresponding tasks were set to Done. These cases have been resolved so the suborder has the right status based on its task.

Tailoring your Truv orders is now a breeze. Our customers can create templates for unique customizations tailored to their clients or products. When creating an order, selecting from a vast array of hundreds of templates has never been more accessible.

We’re enhancing the clarity and efficiency of our order form with some thoughtful updates.

• Introducing new labels, including a Requested label positioned directly beneath the requesting company’s name in the responses. This improves readability for Loan Officers especially in scenarios involving multiple employers requesting data for a single connected account or requests that lead to multiple jobs being returned with user authenticating once to the provider.
• Additionally, we’ve refined the timeline within the order form to accommodate multiple job entries.

We’ve created a custom documentation link for Order Managers. When an assigned Order Manager clicks the docs button of the Truv Dashboard, they proceed to a dedicated docs page for Order management. This helps Order Managers find the right content more easily.

Truv has created a seamless way to resend previously expired Orders without having to start the order creation process from scratch. In the Truv Dashboard, users can click the envelope icon next to an expired Order. They can also click the Resend Order button after clicking into the Order details. When using the resend functionality, data from the previous Order including First Name, Last Name, Phone Number, and Email are automatically ported in. This helps create a more efficient workflow.

As part of your waterfall when an Order is created, we’ve had an issue where the Order creation screen is blocked if the applicant has a valid email and invalid SMS number. We’ve removed the validation to have both an email and phone number for an applicant. This simplifies creating Orders when a single valid channel can notify the applicants or borrowers.

Truv has multiple data sources for receiving information and now we’ve added data source and data providers across Truv’s products. As part of this effort, we’ve added the same to the Order timeline. This provides a more granular view of completed verifications for Order managers. For example, notifications are available when a payroll provider was connected or a document was uploaded.

Order Expiration Date Customization: We’ve added two new options when selecting the expiration date for orders. We’ve added a 3 week and a 4 week timeline to the existing options.

PDF Report New Field: We’ve added the Time Employed in Current Role field to our PDF reports. This requested field helps underwriters make informed loan decisions.

We have made small changes to field names in layout in both Order details and the PDF report for data pulls for both Employment history verifications and Income & Employment verifications. In accordance with industry norms, we now show current as of date, which references the most recent paycheck date in the report. Also, we have updated the layout order of the Annual income summary.

We have added a new column for Created by in the Orders list, which allows users to search and filter by specific order creators.