General FAQs
I received an invitation email to complete my online background check application. What should I do next?
To get started, open the invitation email and click the “Open Invitation” link. This will take you to the candidate portal, where you can access and complete your background check application.
What should I do if it is my first time logging into the Candidate Data Portal?
If it is your first time logging in, go to the Candidate Data Portal page and choose the “create account” option. This will allow you to set up a new account by entering the required information and establishing your login credentials so you can access the system in the future.
How do I access my account if I have already created one using my email and password?
If you have already created an account, simply enter the email address and password you used during registration on the login page. Once entered correctly, you will be able to access your account and continue using the portal.
What steps should I take if I forgot my password?
If you forgot your password, click on the “I forgot my password” option on the login page. You will then be prompted to enter the email address associated with your account. After submitting your email, you will receive a password reset link. Use that link to create a new password and regain access to your account.
What should I do if I’ve logged in and my personal dashboard is empty or says “check back soon”?
If your dashboard is empty or displays a “check back soon” message, it’s likely that you accessed the portal through an incorrect link. Make sure you are using the original email that was sent to you, as it contains the correct entry point for your account. If you cannot find the email or are still having trouble, contact your employer to request the correct link for accessing your dashboard.
Will I receive a copy of my background check once it is completed?
Yes, once your background check is completed, you will have access to your results through your account. You may also receive a copy of the report by email if requested. In some cases, depending on your state of residence, the report may be mailed to you due to state reporting restrictions.
How long will the background process take?
Background checks are usually completed within 2–3 days, though the exact timeframe may vary depending on the specific services being conducted.
My confirmation page shows a state where I have never lived. Am I still required to make this payment?
The state displayed may be generated based on locations where your Social Security Number has been used, which can include previous addresses or related activity. It may also appear due to variations or associations linked to your SSN within that state.
The payment is still required. However, we strongly recommend reviewing your credit report and related records to ensure there are no signs of identity misuse or errors.
What should I do if I have a question about or want to dispute something on my background check?
You can log in to your account to review your background check report. If you have questions or wish to dispute any information, select the “Dispute Profile” option, which will guide you through the dispute process.
Alternatively, you can contact the Consumer Compliance Department at 866-875-7398 and leave a message. An Applicant Advocate will return your call within 24 business hours.
What is the significance of the date and time stamp at the top of the background check report?
The date/time stamp at the top of the report reflects the date and time that your background check report was completed.
Why are criminal cases from 15 years ago still showing up on my background check?
As long as a criminal case is still considered public record and legally reportable under county, state and federal guidelines, the information will appear on your background check. Only criminal history information that is legally reportable for employment purposes will be provided to your prospective employer.
Why is my dismissed criminal case still showing up on my background check?
As long as the criminal case is still considered public record and legally reportable under county, state and federal guidelines, the information will appear on your background check. For information on having your case(s) expunged from your record, contact the county court where your case was heard.
Why are violations still showing on my motor vehicle report?
Every state has different time frames for when violations will be dropped from your motor vehicle report.
Can an Applicant Advocate discuss the results of background check with someone other than the subject of the report?
Due to the strict confidentiality of the information contained in the background check report, Applicant Advocates must speak directly with the subject of the report. For security purposes, each time a discussion is held, the Applicant Advocate must verify the identity of the caller. An Applicant Advocate will only speak with someone other than the subject of the report at the request of the subject of the report.
Can an Applicant Advocate remove or edit information on my background check?
An Applicant Advocate is available to assist with questions and concerns regarding your background check report. If you would like to dispute information contained in your report, the Applicant Advocate will take detailed notes and pass the information to InfoMart’s re-investigation divisions. Once the re-investigation has been completed, an Applicant Advocate will contact you to discuss the findings.
What item(s) on my background check has caused me to not get a job?
InfoMart only performs the background check and does not make any hiring decisions on behalf of our clients. InfoMart cannot provide an explanation as to why you were denied employment.
What does “Not Performed” under drug testing mean?
If the drug testing section of your background check shows “Not Performed”, that means we have no record of your providing a specimen for testing. You may wish to contact your prospective employer and inquire about their drug testing protocol.
Why has someone else’s name appeared on my National Social Security Search?
The National Social Security Search is not affiliated with the Social Security Administration, or any of the three major credit bureaus. This search is an investigative tool used to determine previous addresses and names based on the Social Security number. The National Social Security Search queries a series of several hundred databases (i.e. utility bills, magazine subscriptions, credit, etc.) that store information based on a Social Security number. Because this search covers variety of data sources, there is always a possibility that other names and addresses may appear on the report.