Client FAQs

Q: How long does a background check usually take?

A: Most of our background checks are completed within 24-48 hours. Additional components such as verification searches and county criminal searches may extend the average turnaround time.

Q: How can I check the status of a background check?

A: Report status can be viewed 24/7, anytime, anywhere through our client portal. Estimated dates of completion are noted under each search and are frequently updated until the order is completed.

Q: What are some common reasons for background check delays?

A: The data used to compile a background check is highly reliant on the availability of outside sources such as local courthouses, educational institutions, and government databases just to name a few. A majority of the time, delays are caused by factors outside of our control such as:

  • Courthouse issues caused by understaffing/backlogging, closures due to natural disasters, lack of electronic access to court records
  • Applicants not responding to requests for information
  • Common names that return multiple possible hits
  • Past employers, references, or schools not responding to verification requests
Q: What information do you need from my applicants to run a background check?

A: All you need to gather is your applicants’ email address; we’ll take care of the rest. Our QuickApp feature allows us to send your applicants a background application link via email or text where they contribute all personally identifiable information needed to perform the background check.

Q: Do you offer integrations with any applicant tracking systems?

A: We partner with hundreds of widely used applicant tracking systems. Visit our integrations page to learn more:

Q: What do you need from me to open an account?

A: As a background screening company, the services that we offer are highly regulated by local and federal government agencies. Because of this, all new clients undergo a credentialing process during which we may ask you to provide the following:

  • Fully Executed Service Agreement
  • Copy of Business License or Articles of Incorporation
  • General Business Information (Number of Employees, Tax ID/EIN, Industry Type, Address/Contact Info, Permissible Purpose)
Q: How long does it take to set up an account?

A: We can get most accounts set up and ready to order within 1 business day.

Q: If my applicant has questions about their report, can they contact you directly?

A: We have a U.S.-based team of FCRA-certified customer service reps ready to assist your applicants. Support is offered during our normal business hours via live chat, email, or phone.

Q: Do you offer background checks for international applicants?

A: We offer international searches in over 250 countries. Most domestic search offerings can be performed internationally, availability and pricing vary by country. Please reach out to [email protected] to learn more.

Q: What are some of the key differences between your packages?

A: Our Basic and Basic Plus packages offer a criminal search scope limited to the applicant’s current county of residence and nationwide criminal databases. Our Standard and Professional packages offer a more comprehensive criminal search that goes back up to 7 years and includes multiple counties. The premium package in particular also includes education and employment verification.

Q: Can I create my own package or order individual searches?

A: We can build a custom package with any combination of searches to match your needs. Our searches can also be ordered individually on an a-la-carte basis.

Q: Why is an onsite/virtual inspection of my business required before i can run a credit check on my applicant?

A: An inspection of each business conducting a credit check as part of their Background Check was mandated by the credit bureaus in 2003. This requirement helps validate your commercial business’ address to ensure that reasonable security is present to protect the privacy of the consumer’s data provided to you. The inspection must be conducted at the physical location where consumer reports are received, managed and stored, and is typically conducted by an independent third party. The inspection, which takes about 10-15 minutes, is normally completed a few days after the a service agreement is signed and your account is created.

Applicant FAQs

Q: Why is my background check taking so long?

A: Turnaround times vary depending on what searches were ordered by your potential employer. A basic criminal background check can take anywhere from 24-72 hours, and a more comprehensive report that includes employment or education verifications can take longer.

You can check the status of your report by logging into the applicant portal. Please check your confirmation email for instructions on how to log into the applicant portal.

Q: Why did I receive a Pre-Adverse Letter?

A: A pre-adverse action letter indicates that your potential employer is considering rescinding your job offer, position, or promotion over adverse information found in your background check. The letter and a copy of your report were sent to give you an opportunity to review your background check for any errors or inaccuracies. If you feel any of the information is incorrect, please let us know as soon as possible so we can open up a reinvestigation.

Q: Can I go to a different location to take my drug test?

A: We have access to over 3,200 collection sites across the country. If the location you were assigned to doesn’t work, we’ll help you find an alternative.

Q: I don’t remember the exact hire and end dates for my employment history. Will that cause any problems or delays?

A: Usually, not having exact employment dates does not pose a problem. Most delays occur when the applicant does not provide accurate contact information for their previous employer. The most important information is your previous employer’s contact. We also include a notes section where you add any employment details such as company closures, acquisitions, gaps in employment, etc.

Q: Why am I now unable to access the link to my background questionnaire?

A: The background questionnaire is meant to be completed in one sitting. There is no start/stop feature. If you stay idle on one screen for too long you may get timed out and will be unable to restart the questionnaire. We recommend having your employment and education information on hard before starting the application. If you are having trouble accessing the link please reach out to [email protected] for assistance in resetting your questionnaire.