How to resolve an exception on a suspended report

Question

We have a candidate who had their background check suspended due to not providing additional information. Unfortunately, they did not see the email from Checkr requesting additional information. How can we restart/reactivate the report? Can a new link be sent to the candidate?

Answer

Suspended reports can be updated and processed if the required document is provided within 30 days of the report's creation. If the exception cannot be resolved within these 30 days the report status changes to Complete and the screenings cancel. A new report must be ordered. Checkr cannot accept required documents from candidates via email.

Follow these steps to resolve the exception:

• Ask the candidate to check their email for the secure link to upload their document, or to visit the Candidate Portal to upload it at any time.
• If they cannot locate the email, log into the Checkr Dashboard and go to that candidate's report. Look for the verification link found beneath the exception on their report. This link can be shared with the candidate.
• Click the link on the report, and enter the requested information on your candidate's behalf.

Once sufficient information is provided, it will be reviewed and the report will be updated.

Also see these Help Center articles:

• Exceptions: Addressing data discrepancies in reports
• MVR Exceptions: What to do if an MVR report results in a Suspended status
• Report suspended: Candidate not receiving emails