Common candidate issues and resolutions
Background check status or estimated completion date
Issue: A candidate asks for their background check status or estimated completion date.
Resolution: Account users with access to the candidate's report can provide the candidate with the information from the Checkr Dashboard.
Adjudicators, requestors, restricted admins, and admins can use the steps below:
- Open the Candidates page in the Checkr Dashboard.
- Select the candidate and report.
- Scroll to the "Report information" section.
- Provide the candidate with the estimated completion date.
"Missing credit report reason" error
Issue: A "Missing credit report reason" error appears when the candidate enters their postal (ZIP) code.
Resolution: Contact Checkr to adjust your permissible purpose.
Quick employment verification
Issue: A candidate can't select Continue during quick employment verification.
Resolution: Ask the candidate to use manual entry instead. Refer the candidate to I can't find my employer or payroll provider, and can’t move to the next step. What do I do?.
Missed health appointment
Issue: A candidate missed their health screening appointment.
Resolution: Order a new report for the candidate.
More information: Candidates can schedule their health screening appointments via the Candidate Portal. They have seven days to complete the appointment after receiving the invitation. If the candidate misses the appointment, the report will suspend, and you must order a new one.
Inaccurate information on report
Issue: A candidate reports inaccuracies or updated information on their completed report.
Resolution: Refer the candidate to Checkr to dispute the report.
More information: Common reasons candidates will dispute a report include:
- A record reported doesn't belong to the candidate.
- A record has incorrect details such as dates or charge type.
- A case status changed after the record was reported.
Updating driver's license status for a completed report
Issue: A candidate needs to update their driver's license status on a completed background report.
Resolution: Tell the candidate to contact Checkr to dispute the report. Refer the candidate to this Help Center article for details. If a candidate asks you about their accurate driver's license status, refer them to their state’s DMV to learn how the DMV reports license status.
Motor vehicle record (MVR) violations
Issue: A candidate has questions about motor vehicle violations reported by the DMV.
Resolution: Refer them to their state’s DMV. For disputes regarding their MVR report, direct them to Checkr.
More information: Reported motor vehicle violations cause a Review report status.
Requesting a new report
Issue: A candidate wants to update information after a report completes.
Resolution: The resolution depends on what information a candidate wants updated:
- Previously reported information: Tell the candidate to contact Checkr to dispute previously reported information. Refer the candidate to this Help Center article for details.
- Outdated information: Order another report at your discretion.
Update PII for pending or in-progress reports
Issue: A candidate needs to update their personally identifiable information (PII).
Resolution: The resolution depends on which information the candidate needs to change:
- Name or birth date: The candidate must contact Checkr with a photo of their driver's license or government ID.
- Social Security number (SSN): The candidate can re-enter their SSN in the Candidate Portal or contact Checkr.
- Phone number or postal (ZIP) code: Order a new background check so that the candidate can enter the correct information. Checkr cannot update phone numbers or ZIP codes for candidates.
More information: Candidates can't update PII for completed reports.