Customer Help Center

The average background check takes between three and five business days to complete. When a delay happens, Checkr emails the candidate and shows the delay in the Checkr Dashboard. 

Court closures or delays

Checkr lists known court closures and delays on the pages below that you can subscribe to:

• Checkr US Data Status
• Checkr Global Data Status

Courts might also be slow to respond to Checkr's requests for information because a court clerk must search for physical county records. Neither you nor Checkr can expedite this process. 

Additional research time

Certain situations require additional research to ensure that potential records match the candidate: 

• The candidate has a common name.
• The court limits public access to the record or certain information in the record.

Neither you nor Checkr can expedite this process. 

Insufficient candidate information

Incomplete or incorrect candidate-provided information delays the background check process. Mistyped drivers' license numbers or misspelled names commonly delay background checks.

Checkr contacts candidates daily for seven days, asking them to provide information necessary to continue the background check. Example requests include the ones below:

• Address in country
• Current address
• Department of Motor Vehicles (DMV) record release (Only the candidate can authorize the DMV to release their record.) 
• Photo of an item below:
  • Government-issued ID
  • Previous driver’s license or driver abstract
  • Social Security card
  • Valid driver's license
• Place of birth
• Mother’s maiden name
• Social Security number confirmation

Checkr reviews document submissions within 24 hours. 

How you can help

To help your candidate resolve a delay, use the tips below:

• Encourage your candidate to check their report progress in the Candidate Portal. Requests to provide more information appear when the candidate first logs in.
• Send your candidate the link to provide more information from the Checkr Dashboard. Ask the candidate to follow the instructions.
• Select the link on the report, and enter the requested information on your candidate's behalf.

After the candidate provides the information, the check continues. 

If the candidate doesn’t provide the information after seven days, the check suspends. 

After 30 days, the Suspended status automatically changes to Complete or Canceled. 

The Candidates page of the Checkr Dashboard has the status options below for candidates who have already begun the background check process.

Report status	Description
Invitation sent	Checkr sent the invitation link, but the candidate hasn't responded yet and the report hasn't begun.
Pending	The report is processing. Most reports take 2-3 days to finalize, but some take longer, often for a reason below: Checkr is waiting for the candidate to submit information: Checkr required documentation from the candidate to continue the report. Checkr contacts candidates so that your background check process works smoothly. Research is in progress: Some searches take significantly longer than others, usually because the county manually processes search requests.
Complete	The report completed processing and is ready for you to review.
Clear	The report completed without finding any records, or information you need to evaluate based on your guidelines.
Consider	The complete report has information for you to consider. This information might include the examples below for your team to review: Criminal records MVR violations that don't meet your MVR rules Employment or education verifications that weren't an exact match
Dispute	The candidate contacted Checkr to dispute information in the complete report. Adjudication can't continue while a report has the Dispute status. If you started an adverse action process before the dispute, you must restart it if the candidate still doesn't qualify after the reinvestigation. Checkr sends an email to the compliance contact on your account after the investigation, which can take up to 30 days.
Suspended	The report stopped processing because of missing information or incomplete searches. Checkr contacted the candidate to submit additional documentation, after which the report will continue. After a period of time, the report status automatically changes to Complete or Canceled. If you want the report to complete in its current state, you can select "Complete now." Some searches have Suspended status indefinitely. Note Incomplete reports have a Consider status if they contain information that merits the Consider status. For example, if the MVR search has the Suspended status but the county search has Consider, the overall report status is Consider.
Canceled	After some time, the report status automatically changes to Complete and searches cancel. If you want the report to complete in its current state, you can select "Complete now."
Invitation Expired	The candidate didn’t respond to the invitation link in the allotted time. To continue with the candidate, you must send a new invitation. By default, invitation links expire after seven days. To change the number of days your candidates have to respond to an invitation, contact Checkr.

Assess

The Assess feature has the options below: 

Clear 

The report returned no records.

Eligible 

The report returned no records that would make the candidate ineligible for the position.

Review 

The report returned at least one record that needs evaluation based on your guidelines.

Escalated 

The report returned at least one record flagged based on your guidelines.

Checkr's user roles provide varying levels of access for team members involved in each stage of the background check process.

Assign roles to users

For security purposes, Checkr can't edit user permissions. To edit or add user roles for your account, contact your team's admin. By default, the first user on an account is always an admin.

To manage user permissions, log in to the Checkr Dashboard as an admin. Open the Account settings page. Click the Users tab, and then click Edit in the Roles column.

Depending on the user's role, set one or more of the permissions below. Individual users can have multiple roles, such as adjudicator and requester. To create custom roles and permissions, contact Checkr.

Available user roles

• Billing: Billing users can access only the "Payment & billing" page of the Checkr Dashboard.
• Limited user: The limited user role can access the candidates list but can't access candidate or report details. New users on an account automatically have this role.
• Requester: The requester role can perform the tasks below. Assign this role to recruiters who order background checks.
  • Access candidate-provided documents but not completed report details.
  • Access report statuses on the Candidates page but not the results of completed reports.
  • Access, send, monitor, and cancel background check invitations.
  • Add a search to an existing package.
• Adjudicator: The adjudicator role can perform the tasks below. Assign this role to adjudication staff.
  • Access candidate report details.
  • Adjudicate reports.
  • Engage candidates.
  • Send pre-adverse action notices to candidates.
• Restricted admin: The restricted admin role can perform all tasks of adjudicators and requesters for candidates in their account node but can't update billing information or settings. This role applies only for accounts that have a hierarchy with at least 1 node.This role can also perform the tasks below. Assign this role to administrators for subnodes on your account.
  • Add searches.
  • Assign non-admin user roles.
  • Change developer settings.
  • Find invoices.
  • Invite users to the account.
  • Save packages.
• Admin: The admin role has access to all functionality in the Checkr Dashboard, with no node restrictions. This role can perform all tasks, including the ones below. Limit this role to core members of your team.
  • Add searches.
  • Assign roles to any account user.
  • Save packages.
  • Update account settings, including billing information.

Individual users can have multiple roles, such as adjudicator and requester. To create custom roles and permissions, contact Checkr.

Assign work locations to users

Use work locations to manage access to candidate information for your team by geographic location. Users subscribed to a specific location can access and manage candidates only in those locations.

To manage the locations assigned to a specific user, use the steps below:

1. Click the menu icon at the far right of the user's name.
2. Select "Edit geos."
3. Choose the locations to subscribe that user to.