Provider was unable to complete the Identity Proofing Process due to having a freeze on their credit profile. They will need to request a freeze pin from Experian before going back through ID Proofing.
Here are the steps for them to follow:
To retrieve your PIN, go to Experian.com/freeze and select "Grant a creditor one-time access to my credit file"
The following information will be required:
Once you retrieve your PIN, enter it on the ID Proofing screen: