Troubleshoot a screening invitation or unfinished request
Check the request, recipient and identity step before sending or paying for another screening.
On this page
Have the request reference, applicant email and exact error. Do not send an SSN, password or identity document to support in an ordinary message.
Check the request
Landlords should open the applicant’s screening record and read its status and recipient. Renters should open the original request with the email used for the invitation.
Find the invitation
Check spam and the account email. Use a resend action only when offered for the existing request, then follow the newest link and read its expiry or error.
Complete the blocked step
For an identity or consent error, follow the instructions in the secure provider flow. For a closed request or wrong email, ask the landlord or support to review the existing record before starting another paid request.
Check the result
- The existing request is located and the remaining recipient, consent or identity issue is identified.
FAQs
Does sending an invitation mean the applicant received or completed it?
No. Review the recorded send outcome and request status. A provider accepting a message does not prove it reached the inbox or that the applicant approved screening.
Should I order another report if verification fails?
Resolve the existing request first. Identity eligibility, a failed link and an unpaid request have different remedies, and a duplicate order may create another charge.