FAQs
Here, you'll find answers to the most common questions. Whether you're troubleshooting an issue, looking for tips on how to use our features, or just curious about how something works, this is the place to start.
We've organised our FAQs into categories to help you find what you need quickly and easily.
If you don’t see your question listed, don’t worry! You can always reach out to our support team for further assistance.
Explore the FAQs below and get the answers you're looking for!
Candidate Support
Why hasn't the candidate received their email to access the candidate portal?
Ask the candidate to check their Junk/Spam folders. Operators can also check the Bounced Request widget on the overview page to ensure a non-delivery report has not been recorded.
What should be done if a candidate is required to provide other names in the Disclosure application within the Third Party Portal but has not changed their name??
If the candidate's title is Mrs. or Ms., it is mandatory to provide their other names history. If the name has not changed, they will need to add their current name in this section.
The candidate has lost or cannot find the email to access the candidate link. What do I do?
When a background check is at the 'Waiting for candidate' status, an operator can resend the candidate link by clicking on 'Actions' and selecting 'Resend Candidate Link'.
The candidate has clicked on the link in their email but it is showing a 'Page not found' error. What is causing this?
Check the status of the background check. If the background check is no longer at 'Waiting for candidate' or 'Awaiting Datacheck Input' status, they will not be able to access the link.
What are the next steps if a candidate has not agreed to the GDPR messaging?
The background check will go into a 'Restricted' state. Users with the Restricted permission will be able to view this in the Background Checks tab. This will require operator intervention to liaise with the candidate. Once ready, the background check can be 'Unrestricted' using the Actions button on the Background Check.
The candidate has locked the Candidate Portal when using the Candidate Authentication feature. How can this be unlocked?
Locking the candidate portal will generate an action on the background check, and the information will appear in the Locked Candidates widget. Users can unlock the portal for the candidate either via the widget or from the candidate's background check, and then complete the action on the background check.
Referee Support
Why hasn't the referee received their email to access the referee portal?
The referee should check their Junk/Spam folders. Operators should also check the Bounced Request widget to ensure a non-delivery report has not been recorded.
The referee has clicked on the link in their email but it is showing a 'Page not found' error. What is causing this?
Check the status of the reference claim. If the claim is no longer at 'Pending' status, they will not be able to access the link.
Client Managed Users Support
The Client Managed user cannot see a tag/action that is on a BC for the brand they have access to. What do I do?
Tags and Actions need to be configured to 'Include in Overview' for them to appear in the BC Overview for a Client Managed user.
What happens once a Client Managed user requests a Background Check?
The request will appear in the bulk import section for an operator to complete the configuration and initiate the Background Check. Additionally, operators can identify all requested Background Checks without navigating to the bulk import page by using the Waiting for Operator filter in the Background Checks tab.
How can I add questions for a referee?
Go to Configuration > Brands > Edit your brand > Workflows > Edit your workflow > Messaging and Portal Configuration > Choose the type of referencing you want to add questions for (Academic/Employment/Personal) > Choose the type of question (optional/mandatory questions, rating areas, choice fields).
Disclosure Check FAQs
Multiple Basic E&W Disclosure checks have started to show 'Disclosure Error' status for the same workflow(s), but I have reviewed the document and cannot identify an error on the check. What should I do?
If you have an email address linked to a DBS account for viewing E-certs and this is entered in the E-certs email address field on the Disclosure Configuration page of a workflow, please ensure that the email address is linked to an active DBS account. These accounts can become dormant if they have not been accessed for a period of time.
The Enhanced Disclosure check has been at Countersigned for longer than the 4-6 week average turnaround time. What could be the delay?
You can track the progress of the application here. If the application is held at the police stage, this could impact the turnaround time. Please review the DBS Enhanced checks - Changes to Stage 4 60+ days Escalation Process here.
Where can I track the progress of a DBS check?
You can use the following websites:
Why is my DBS E&W still pending?
DBS E&W checks will remain in a 'Pending' status until complete. You can click 'View' next to the check for updates. If you have not received a result within 14 days, your candidate can contact DBS for an update at 03000 200 190.
I can't find a suitable position with Section X. What should I do?
Please refer to this article for further information: Access Screening - Section X Positions.
General FAQs
I have added a new member in Workspace and given them access to Access Screening. Why can't the user see any background checks or candidates?
In addition to adding the member in Workspace and giving access to Screening, a Screening System Administrator will also need to manage brand access and additional user permissions in the Users and Permissions section of Screening.
How can I see transactions to reconcile my Access Screening invoice?
Operators with the 'Report Viewer' user permission can download a Transactions report by clicking into Reporting. Under Financial Reports, click 'Transactions', select the date range (invoices are from the 1st to the last day of the month), and 'Download CSV'.
When are charges incurred?
Charges are dependent on your configuration. Generally, charges will be incurred upon initiation or when the BC is configured in the workflow or at the point the action is performed. The exception is third-party checks, which are charged at the point the check is performed.
How do I create a digital form?
Digital forms in Screening are done via DocuSign. You can provide us with the form you want us to configure and we can convert this for you and upload it to Screening (the cost of this is dependent on how many forms you need us to convert and the complexity of these forms). Alternatively, if you have a DocuSign account, you can convert your own forms and upload them into straight into Screening.
If a form only requires a signature, does it need to be converted in DocuSign?
No, if the form only requires a signature and does not need additional information filling out by the candidate, it does not need to be converted in DocuSign. This can be added via Configuration > E-signature > Document > Actions.
What is the Regular Expression Tag type used for?
This can be used for tags where the information you input needs to follow a certain pattern, e.g. National Insurance Number (AB 12 34 56 C).
How do I change who is assigned as the operator of a background check?
Go to Management tab > Supervisor Dashboard > Click on the user's name who is assigned to the background check you would like to change the operator of > Select the brand and then background check > Assign new user.
What type of wording should we use in the GDPR area?
Please get in touch with your Data Protection Officer within your business to give you wording for the GDPR messaging.
How can we add additional widgets on the overview page?
Please refer to the hidden widgets area on your Overview page, click the + button, and these will be added to your page.
Does archiving a background check remove the candidate's data?
No, this will remove the background check from the search feature, but their background check data will still be accessible via the Archived list in the Management tab. To remove the background check fully, you need to purge the check.