Support for BackgroundDirect Small Business Background Screening
FAQs
Background Checks
When placing an order, you will see four package options—Basic, Standard, Choice, and Premium, as well as additional services, including Driver’s License, Education Verification, and Employment Verification. These additional items can be ordered as add-ons to a package, or as a la carte searches. Please see the descriptions below for detailed information about each service.
Social Security Number Trace. An aggregate database search reveals the connection between an individual’s name and SSN based on the history of use and will reveal the year and state of issuance. Comprehensive address and name history may also be provided. Note: this information does not come from the Social Security Administration and does not confirm the SSN provided belongs to the applicant.
Sex Offender Registry. Sex Offender Registry searches sex offender data sources nationwide compiled from violent and sex offender registries in all 50 states and the District of Columbia and some Tribal land registries.
National Criminal Record Search. A comprehensive, FCRA compliant criminal record search that utilizes a criminal database containing hundreds of millions of records including county, state, and federal entities as well as corrections and law enforcement records.
Single County Criminal Search. For single county as designated by zip code, county criminal records are searched for felony and misdemeanor convictions or pending cases for a maximum of (7) years from the date of request at the state jurisdictional court (county).
Multiple County Criminal Search. For multiple counties as designated by zip code, county criminal records are searched for felony and misdemeanor convictions or pending cases for a maximum of (7) years from the date of request at the state jurisdictional court (county).
Watch List. Watch List searches hundreds of national and international data sources with information about individuals and organizations linked to terrorism, the proliferation of weapons of mass destruction, drug trafficking, and other acts that threaten national security.
Drivers License (MVR). Driver history reports are obtained from the state of issuance and typically cover a three- or five-year history depending on the state searched. Information reported may include accidents, suspensions, and violations.
Employment Verification. Verifications are conducted with the primary source of the information when available or the third-party source designated by the employer to obtain the most accurate information, unless otherwise noted. Additional fees may apply.
Education Verification. Verifications are conducted with the primary source of information when available or the third-party source designated by the school to obtain the most accurate information, unless otherwise noted. Additional fees may apply.
Delivery times for our background checks vary depending on the type of services ordered. While some searches can complete within seconds, some searches like county criminal courts, employment verifications, and education verifications may take longer due to the depth of the search.
For questions regarding your background check, contact Customer Support at 1-888-503-2820.
To check the status of a background check, the progress of your case is visible under the Status and Processing Menus on your dashboard.
You may cancel the order from the Actions menu associated with the individual’s name, and you will be refunded if the screening is not yet in process. However, once a background check is launched, work begins immediately, and costs are incurred. Please contact Customer Support if you are having issues with canceling an order.
Under the FCRA, both the consumer reporting company and the information provider are responsible for correcting inaccurate or incomplete information in your background check results. To report any inaccuracies or disputes, contact 1-888-503-2820.
Some applicable laws place limitations on the information that can be reported by a background screening company. Contact Customer Support for additional details.
Depending on applicable laws, criminal background checks may include the reporting of criminal convictions and any pending criminal cases.
The state of Pennsylvania restricts access to motor vehicle reports (MVRs) for drivers in their state. In order to obtain access to records for PA drivers, there is an additional process involved for authorization, which can take up to 6 weeks to complete. If you order Drivers License for a Pennsylvania applicant, our team will reach out to you with a form that must be notarized and mailed back to us for approval from the state. This only needs to be done one time for your company and will be kept on file with the state of Pennsylvania.
Account Information
Use the Forgot Password? link on the Login Screen. If you are still having trouble, please contact Customer Support.
Select Profile from the menu and then click the Change My Password button where you will be prompted to create a new password for your account.
You have the ability to have multiple users on your account. The person who created the account will always have the role of administrator and have access to all dashboard features. Administrators can add new users to their account on the User Management page in their dashboard, as well as edit user information, and update them to inactive at any time. Added users have all the same capabilities to screen candidates, without visibility into the admin-only Billing and User Management pages. If you are experiencing an issue adding users to your account, contact Customer Support at 1-888-503-2820.
Batch ordering is not available today. If you have a need for additional services such as batch ordering, please contact us and we will do our best to assist you.
Applicants are sent an email once a day for five consecutive days to complete their information. After the five days, the link will expire, and customer support should be contacted.
While viewing the applicant’s background check results, we will display the information that was used in the background check including the individual’s name, truncated date of birth and SSN, as well as the address information provided.
Applicants are sent an email once a day for five consecutive days to complete their information. If you would like to resend the invitation, you may do so from the Actions menu associated with the individual’s name.
If you would like to update your applicant’s email address, you may do so from the Actions menu associated with the individual’s name.
Errors are usually caused by a problem with your browser’s cache. Try doing the following: If you are using Google Chrome, try using an incognito window. Clear your cache and cookies. Try a different computer or mobile device and try again. If none of these steps fix the problem, contact our Customer Support at 1-888-503-2820.
First Advantage BackgroundDirect is dedicated to companies and applicants currently residing in the United States. If you are in need of global services, please contact our support sales teams and we will do our best to assist you.
Billing
All major credit cards, debit cards and Visa/Mastercard gift cards are accepted as forms of payment.
Your receipts of purchase are always accessible to you under the Receipts tab. If you determine that you did not place a particular order, you may contact Customer Support for assistance.
Changing your payment method is simple. Under the Profile tab, you can select Edit My Card Information to update your name, credit card number and expiration date.
Pass-through fees, also known as out of pocket (OOP) fees, may apply in addition to the cost of a First Advantage background check. These fees are passed through to the customer directly from state and county offices, such as county courts, motor vehicle departments, employment verifiers, and education institutions. First Advantage does not markup these additional data access fees. See below links for lists of motor vehicle department and county court pass-through fees—please note that we do our best to keep them up to date, however, these rates are subject to change at any time.
Drivers License (MVR) Fees
County Court Fees
Pass-through fees relating to employment and education verifications are assessed by industry verification databases depending on the source, and we are unable to provide a list of these pass-through costs as they vary so widely.
If your applicant withdraws before the screening process begins, then we can work with you on a refund. Once a background check is launched, work begins immediately, and costs are incurred.
First Advantage will not charge your card until the background check process has completed, however, once a background check is launched, work begins immediately, and costs are incurred.
Legal/Compliance Information
Our platform uses Secure Sockets Layer (SSL) for encrypting all personal information online, including your candidate’s information and your payment methods.
Yes, applicable laws require the employer to make certain disclosures and obtain the written or electronic consent of the applicant prior to requesting a background check be performed.
There are multiple applicable laws applicable to background screening. Please consult with your legal advisor or lawyer for your particular circumstance or situation.
We retain background screening reports for 7 years.
Credentialing
The credentialing process is a requirement that the company puts in place to assure the security and safe handling of the sensitive consumer information is being transacted for lawful purposes by legitimate business entities.
Credentialing your business can take anywhere from a few minutes to a few days. Your level of engagement and the accuracy of the information you provide helps to make this process as quick as possible.
If your business cannot be positively credentialed, then First Advantage will grant a refund for reports purchased.
Applicant FAQ’s
Contact Customer Support at 1-888-503-2820 to check the status of your background check.
Under the FCRA, both the consumer reporting company and the information provider are responsible for correcting inaccurate or incomplete information in your background check results. To report any inaccuracies or disputes, contact 1-888-503-2820.
For more help or additional questions please contact Customer Support at 1-888-503-2820.
