--- title: Consumer FAQs | CreditApp description: Find answers to the most common questions about what you've been asked to provide and how to complete each step. --- [Login](https://auth.admin.creditapp.ca/u/login) [Chat With Us](https://creditapp.ca/chat-with-us?hsLang=en-ca) - Dealers Manage & Fund Dealer Portal Free dealer portal for faster submissions, stronger deal packaging, and exclusive lender access. In-House Lending Complete lending platform for origination, verification, compliance, and funding. Verify & Protect Identity Verification The most robust way to verify identity, income, and fraud risk on every deal. CreditApp Registry Spot fraud risks flagged by other dealers and lenders across the industry-wide network. ![Book a Demo](https://creditapp.ca/hs-fs/hubfs/Book%20a%20Demo.webp?width=1012&height=676&name=Book%20a%20Demo.webp) See what your dealership is missing Book a demo and find out what CreditApp can unlock for your dealership. - Lenders Products VerificationOS Automate identity and income verification, fraud checks, and compliance. All-In-One Platform Complete lending platform for origination, verification, compliance, and funding. Join the Dealer Network Get in front of dealerships actively looking for financing partners. Built For Auto Lenders Process more deals faster with automated verification and decision-ready files. Mortgage Lenders Handle complex income files without the manual work or multi-hour reviews. Specialty & Commercial Lenders Verify income, catch inconsistencies, and stay compliant across all deal types. ![Book a Demo](https://creditapp.ca/hs-fs/hubfs/Book%20a%20Demo.webp?width=1012&height=676&name=Book%20a%20Demo.webp) See what you're lending team is missing Book a demo and find out what CreditApp can unlock for your business. - [Contact](https://creditapp.ca/contact?hsLang=en-ca) Manage & Fund ![car](https://creditapp.ca/hubfs/car.svg) Dealer Portal Free dealer portal for faster submissions, stronger deal packaging, and exclusive lender access. ![hand-coins](https://creditapp.ca/hubfs/hand-coins.svg) In-House Lending Complete lending platform for origination, verification, compliance, and funding. Verify & Protect ![id-card](https://creditapp.ca/hubfs/id-card.svg) Identity Verification The most robust way to verify identity, income, and fraud risk on every deal. ![hat-glasses](https://creditapp.ca/hubfs/hat-glasses.svg) CreditApp Registry Spot fraud risks flagged by other dealers and lenders across the industry-wide network. ![Book a Demo](https://creditapp.ca/hs-fs/hubfs/Book%20a%20Demo.webp?width=1012&height=676&name=Book%20a%20Demo.webp) See what your dealership is missing Book a demo and find out what CreditApp can unlock for your dealership. Book a demo Products ![fingerprint-pattern](https://creditapp.ca/hubfs/fingerprint-pattern.svg) VerificationOS Automate identity and income verification, fraud checks, and compliance. ![laptop-minimal-check](https://creditapp.ca/hubfs/laptop-minimal-check.svg) All-In-One Platform Complete lending platform for origination, verification, compliance, and funding. ![handshake](https://creditapp.ca/hubfs/handshake.svg) Join the Dealer Network Get in front of dealerships actively looking for financing partners. Built For ![car](https://creditapp.ca/hubfs/car.svg) Auto Lenders Process more deals faster with automated verification and decision-ready files. ![house](https://creditapp.ca/hubfs/house.svg) Mortgage Lenders Handle complex income files without the manual work or multi-hour reviews. ![briefcase](https://creditapp.ca/hubfs/briefcase.svg) Specialty & Commercial Lenders Verify income, catch inconsistencies, and stay compliant across all deal types. ![Book a Demo](https://creditapp.ca/hs-fs/hubfs/Book%20a%20Demo.webp?width=1012&height=676&name=Book%20a%20Demo.webp) See what you're lending team is missing Book a demo and find out what CreditApp can unlock for your business. Book a demo [Login](https://auth.admin.creditapp.ca/u/login) [Chat With Us](https://creditapp.ca/chat-with-us?hsLang=en-ca) Table of Contents FAQs - [About Your Request](https://creditapp.ca/consumers#your-request) - [Secure Income Verification](https://creditapp.ca/consumers#secure-income-verification) - [Identity Verification](https://creditapp.ca/consumers#identity-verification) - [Uploading Documents](https://creditapp.ca/consumers#uploading-documents) - [Other Questions](https://creditapp.ca/consumers#other-questions) ## About Your Request If you received an SMS or email request to provide some information as part of an application process, you're in the right place. This page answers the most common questions about what's being asked of you, how your information is used, and what to do if you run into any issues along the way. ###### Why am I receiving this request? You received this request because the business or lender you're working with needs additional information to move your application forward. ###### What is CreditApp? CreditApp is a secure platform used by businesses and lenders to collect your documents and confirm your information, so your application reaches the right people complete and ready for review. ###### What do I need to complete? Your request will show exactly what's required. This may include connecting your bank for income verification, uploading documents, or verifying your identity. Always follow the steps shown on your specific request. ## Secure Income Verification Secure Income Verification allows you to connect your bank account so the business or lender you're working with can review your income and financial activity securely. ###### Why do I need to connect my bank? Connecting your bank gives lenders a more accurate picture of your income, reduces paperwork, and in many cases is the fastest way to get your application reviewed. ###### What data is collected? Lenders may review your transaction history, income deposits, and account balances. Your login credentials are never stored. ###### Is my data secure? Yes. Your data is encrypted and securely shared only for verification purposes. CreditApp does not store your banking login information. ###### Who can see my data? Only the business or lender reviewing your application. Your data is not shared beyond what is required for your application. ###### What if I can't find my bank when trying to connect my account? Try searching using different names or abbreviations, or the first few letters of your bank name. Some banks may appear under personal or business versions. If you still can't find it, reach out to your dealership for next steps. ###### I’m having trouble connecting my bank account. What should I do? Try the following troubleshooting steps: 1. Sign in to your online banking through a web browser, such as Safari or Google Chrome, rather than your bank’s mobile app. 2. Confirm that the information in your banking profile is up to date, including your phone number, email address, security questions and password. 3. Return to the text message or email containing your secure income verification link and try connecting your account again. ###### What should I do if my bank account still won’t connect? If you are still unable to connect: 1. Open your bank’s mobile app or online banking and go to **Settings** or **Security**. 2. If biometric login is enabled, temporarily turn off Face ID or fingerprint login. 3. Confirm that two-step verification, also called two-factor authentication or 2FA is enabled. 4. Return to your original text message or email and open the secure income verification link again. You can turn biometric login back on after completing the verification process. ###### Why should I check my online banking settings? Your bank may prevent the connection if your contact information, password, security questions or two-step verification settings need to be updated. Signing in directly to your online banking first can help you identify and resolve these issues before trying the secure income verification link again. ###### What if my bank connection isn't working? You can upload PDF bank statements instead. See the Upload Documents section for instructions. ###### What if I don't have online banking? You can set up online banking (usually takes a few minutes) or upload documents instead. Note that some lenders may require digital verification. ## Identity Verification Identity verification is used to protect you and confirm your information is accurate. If you've been asked to complete this step, you'll need a valid government-issued ID and your device camera to take a selfie. The process takes just a few seconds and your information is securely handled throughout.  ###### What is ID Verification? ID Verification confirms who you are by using a government-issued ID and a selfie. This helps protect you and prevents fraud. ###### What documents are accepted for ID Verification? A driver's licence, passport, or provincial ID. Some applications may request a second piece of ID. ###### Why is my camera needed? Your device camera is used to scan your ID and take a selfie. Make sure camera access is enabled on your device. For best results use good lighting, avoid reflections, place your ID on a flat surface, and make sure all edges are visible. ###### What if my ID is expired? You will need a valid government-issued ID to complete identity verification. If your ID is expired you may be asked to provide an alternate document depending on your application. If you only have a temporary licence, identity verification can only be completed once you receive your permanent physical ID. ###### My camera isn't working, what should I do? If your camera isn't opening you may need to enable permissions on your device. **iPhone:** Go to Settings, scroll down and tap your browser (Safari or Chrome), tap Camera, and select Allow. Then return to your request and try again. **Android:** Go to Settings, tap Apps, select your browser, tap Permissions, and enable Camera. Then go back and refresh the page. If it's still not working, try switching browsers, restarting your phone, or making sure no other app is using the camera. ###### What is phone verification? Your mobile phone number is checked to confirm it matches your identity. This adds an extra layer of fraud protection. ## Uploading Documents If you've been asked to upload documents, or if you're unable to connect your bank, this section covers everything you need to know. Make sure to review your request carefully so you upload exactly what's been asked. ###### What documents do I need upload? The documents required will vary depending on your application. Always review your request carefully and complete what's been asked. Common examples include bank statements, paystubs, T4 or Notice of Assessment, and proof of address, but your request may ask for something different. ###### What file type should I use when uploading documents? For best results use PDF files where possible — not screenshots. PDFs allow automatic processing so lenders can review your information faster and more accurately. Make sure files are clear and high quality. Avoid blurry or skewed scans. ###### How many bank statements do I need? Upload the number of months requested on your request, usually the last three to six months. ## Other Questions ###### Why is my SIN being requested? Your SIN may be required to pull your credit report, match your correct credit file, and ensure your information is reported accurately.  ###### Why am I still getting reminders after completing everything? This can happen if you have multiple applications, applied through more than one business, or if a step didn't register properly. You can safely ignore duplicate reminders. ###### What if I don't want to continue my application? No problem. Please reach out to the person you've been working with to let them know. Reminders may still be sent automatically but they will stop after a few attempts. ![creditapp-logo-white](https://creditapp.ca/hubfs/Theme%202026%20Assets/logos/creditapp-logo-white.svg) 508 24 Ave SW, Calgary, AB T2S 0K4 [1-877-704-1477](tel:+18777041477) [support@creditapp.ca](mailto:support@creditapp.ca) - For Dealers - [Dealer Portal](https://creditapp.ca/dealers/dealflow?hsLang=en-ca) - [Identity Verification](https://creditapp.ca/dealflow-pro?hsLang=en-ca) - [CreditApp Registry](https://creditapp.ca/dealers/registry?hsLang=en-ca) - [In-House Lending](https://creditapp.ca/dealers/in-house-lending?hsLang=en-ca) - [Dealer Support](https://creditapp.ca/dealer-support?hsLang=en-ca) - For Lenders - [Identity & Income Verification](https://creditapp.ca/lenders/verificationos?hsLang=en-ca) - [All-In-One Platform](https://creditapp.ca/dealers/in-house-lending?hsLang=en-ca) - [Dealer Network](https://creditapp.ca/join-dealer-network?hsLang=en-ca) - [Auto Lenders](https://creditapp.ca/lenders/auto?hsLang=en-ca) - [Mortgage Lenders](https://creditapp.ca/lenders/mortgage?hsLang=en-ca) - [Specialty & Commercial Lenders](https://creditapp.ca/lenders/specialty-commercial?hsLang=en-ca) - Resources - [Contact Us](https://creditapp.ca/contact?hsLang=en-ca) - [Consumer FAQs](https://creditapp.ca/consumers) © Copyright 2026 CreditApp Canadian-built, owned, and operated [Privacy Policy](https://creditapp.ca/privacy?hsLang=en-ca) [Business Terms & Conditions](https://creditapp.ca/terms-business?hsLang=en-ca) [Customer Terms & Conditions](https://creditapp.ca/terms-customer?hsLang=en-ca) [Cookie Settings](https://creditapp.ca/?hsLang=en-ca#cookie-settings)