Support for candidates at every step of verification
Whether you were invited by an employer or started your own self-check, this page explains the most common support needs and how to resolve them quickly.
What we can help with
Candidate support covers invitations, account access, document upload issues, payment questions, request status, identity steps, and disputes or corrections.
The fastest way to resolve a problem is usually to use the portal action associated with the request so the support team can see the correct workflow context.
Invitation and access issues
If a link has expired, your email address was entered incorrectly, or you cannot access the right request, support can help confirm the correct next step.
Document and evidence help
We can guide you on document clarity, supported evidence, and what to do if a file was rejected or an item needs to be resubmitted.
Payment and refund questions
Candidate-paid workflows may include checkout, receipt, and refund questions that need to be assessed against workflow state and payment history.
Corrections and disputes
If you think a result is wrong or incomplete, you can request review through the dispute and correction pathways provided in the platform.
Before contacting support
- Check your candidate portal for the latest status and any missing-action prompts.
- Have your request reference, email address, and a short description of the issue ready.
- If the issue relates to a document, note which item was affected and whether you already re-uploaded it.
Support channels
- Portal actions for workflow-specific corrections and submissions.
- Email support for account, payment, and general workflow questions.
- Escalation for disputes, privacy concerns, or issues that may affect report accuracy.
Need direct help now?
Use our contact page if you are blocked, if a request appears stuck, or if you need help understanding the next action in your verification journey.