Troubleshoot issues when ordering background checks

This article will help you understand and resolve common issues that prevent users from ordering reports.

The "Order background check" button is inactive/not working.

The most common reason that the "Order background check" button might not work:

• User permissions
  • Certain user roles within the Checkr Dashboard do not have the capability to order reports. Confirm with your account admin that you have the appropriate user permissions.

I ordered a check, but my candidate didn't receive an invitation.

Reasons that your candidate didn't receive an invitation upon the order of the report include:

• Your account verification is pending
  • Invitations will be in a “Queued” status until your account is verified. Verification (also known as "credentialing") usually takes up to 2 business days.
• Candidate information is incorrect.
  • Verify your candidate's email address with your candidate. 
  • Verify that you entered the candidate's email address correctly.
• The invitation went to the candidate's Spam or Junk inbox.
  
  • Encourage your candidate to check their Spam and Junk folders for an email from Checkr.

If you sent an invitation to the wrong email address, order a new report with the correct address.

I don't see the package or search I need to order.

Reasons you may not see the search or package you need to order include:

• The search or package has not been created for your account.
  • If you cannot find the search or package you need to order, it may need to be created in your account. For information on how to create, modify, and delete packages, refer to Manage packages.
  • If you’d like a search or verification to be ordered by itself in a package (standalone package), please contact Checkr.
• Account enablement
  • Certain searches, such as drug tests, require your account to be enabled to order. If you're uncertain whether your account has been enabled, contact Checkr.
• User permissions
  • Only users with the correct user permissions can access the Packages page. If you need access, please contact your admin.

I ordered a background check, and it shows the status "Queued." What does this mean?

Invitations will be in a “Queued” status until your account is verified. Verification (also known as "credentialing") usually takes up to 2 business days.

The invitation was sent to the incorrect email address

The status of the invitation will determine your next steps.

If the invitation still shows the status of "Invitation sent"

1. Cancel the incorrect invitation.
2. Order a new report with the correct email address.

You will not be charged/billed for canceling the incorrect invitation.

If the report is already in progress

Contact Checkr to update the candidate's email address.