Cannot login to Credit Club

nanos

Hi,

my wife has been unable to log into her credit club account for about half a year or so now. I can still log into my account, but everytime she tries, she gets the message

Sorry, but you have failed the Experian identification process. This means that Experian was unable to verify your identity from the details you provided. The information that it holds on you is very sensitive so it can't allow access unless it's sure you are who you say you are.

Unfortunately this does happen to a small proportion of people, for a number of different reasons. Here's what to try:

Check you entered your personal details correctly

We are both absolutely certain that all her details are correct. Anyone got any advice/ideas?

[Deleted User]

Contact the Credit Club directly

creditclub@moneysavingexpert.com

nanos

Thanks! I'll give that a try.

nanos

In case anyone else finds this helpful: She received the following reply:

Thanks for getting in touch.

From time to time, Experian will need to re-verify you as a user to make sure your data remains protected and is not being fraudulently accessed by anyone other than you. This may mean that you could be asked some questions (that only you should know) before you’re able to access your Credit Club dashboard. In some cases where Experian is been unable to verify your identity, you will no longer be allowed to access your Credit Club account.

I understand this may be frustrating to genuine users of the site, but Experian have these controls in place to help mitigate the risk of a fraudster impersonating the true account holder from gaining access to access your financial information.

For now you could try deleting your account and re-registering. You can delete your account using the settings option in the top right corner of the 'failed verification' page.

Deleting the account and re-registering, as advised, gave her immediate access again.