Frequently Asked Questions

Q: The payment for the verification request has been debited from my card; however, I have not yet received the report?

A: Absolutely, in fact, the amount you see is not debited; it is only pre-authorized. If the verification request expires and no report is generated, you will be automatically refunded.

Q: It's been two days since I sent an invitation to an applicant, and I still haven't received the report. How can I find out what's happening?

A: Although our processing times are among the best in the industry, the applicant must correctly fill out the form for the results to be processed. You can track the progress of your screening request for more information.

Q: I would like to remove the bank analysis from my request. Is it possible to do so without starting a new application?

A: Yes, it's possible. You need to go to the Sent Requests section and find the specific request in the pending requests tab. Simply click on the request, and then click on the Remove Bank Analysis button.

Q: In the Sent Requests section, some requests have expired, and others are suspended. What is the difference?

A: 

Suspended: If your candidate opens your request but doesn't complete it within the next 36 hours, it will become suspended. You will then have the option to resend the request to obtain a new 36-hour deadline in the 6 days timeframe.

Expired: If your candidate does not complete the questionnaire within a 6-day period, the invitation will simply expire and cannot be resent. You will need to create a new one.

Attention: Extending your invitation must be done within the 6-day timeframe.

Q: The payment for the verification request has been debited from my card; however, I have not yet received the report?

A: Absolutely, in fact, the amount you see is not debited; it is only pre-authorized. If the verification request expires and no report is generated, you will be automatically refunded.