This article will help you:
- Keep candidates moving in your process by providing missing information
- Determine why a candidate may be stuck in the process and what information they need to provide
- Direct applicants to the Applicant Portal to follow their progress and provide missing information
This article is for the following user roles: Admin, requester, user
An Exception is an event that could delay a candidate's background report from being processed; typically it involves a request for information from the candidate.
When Checkr is unable to validate the name and date of birth of a candidate solely based on the information they’ve provided, or if Checkr is unable to pull a candidate’s electronic Motor Vehicle Report, then Checkr will raise an exception so the report can be processed after the information in question is validated and updated.
When an exception occurs, Checkr automatically sends the candidate an email notification which includes an upload link that they can use to provide the necessary documentation securely.
- If the exception is related to the candidate’s name or date of birth (DOB), then Checkr will need a photo of a government issued ID.
- If it’s related to a motor vehicle record (MVR), then a photo of a valid driver license is required.
NOTE: If the candidate does not respond within seven days, the report is placed in suspended status. Suspended reports can be updated and processed as long as the required document is provided within 60 days of the report being created.
How do you know when an exception occurs?
In the filters, select Pending (Candidate) in the Status filter.
Now you will see a list of candidates who need to provide a photo of their ID or Driver’s License to Checkr.
After clicking into one of the reports listed above, you will see the exceptions for that candidate.
On the candidate’s report, you will see a yellow window which indicates that the document has not yet been provided and reviewed by Checkr. The following are possible exceptions that you will see.
SSN Verification: DOB/Name Mismatch - The name or date of birth provided by the candidate does not match the information returned by the SSN trace.
License Not Found - The driver's license number that the candidate entered does not match DMV records. We need to see a copy of the driver's license to locate the candidate's motor vehicle record.
Pennsylvania MVR - You must set up an account with PennDOT (Pennsylvania Department of Transportation) before requesting motor vehicle records in PA. See Why Can’t I Request A Motor Vehicle Record From Pennsylvania? for more information on this exception.
How do I resolve exceptions so the report will process?
Checkr reviews uploaded documents within 24 hours. Refer candidates to the Applicant Portal to submit their information if they missed our automated emails (sometimes they end up in spam folders). Once all exceptions are resolved, the report resumes. This is indicated by a green check and the exception alert being greyed out.
If the candidate cannot access the Applicant Portal, you have two options:
- Send them the verification link found below the exception on their report, which will take them directly to the upload page.
- If you have the document, click the exception link on the report to upload a photo of the document.
Once the exception is resolved, the exception window will be grey with a small green check mark:
TIP: Encourage your applicants to visit the Checkr Applicant Portal when you first initiate their background check; this will ensure that they see the request to provide additional documents quickly even if they miss the Checkr-generated email. Sending applicants to the Applicant Portal will reduce applicant questions and stress while helping keep your background screening operations timely and efficient.
As soon as they log in, they’ll be prompted to provide the outstanding document.
You can also track your exception resolution rates and timelines in the Applicant Experience report in our Analytics tool to make sure all of your reports are staying on track.