Help an applicant finish screening
Find the blocked step and use the existing request’s recovery instructions.
On this page
Check the applicant and rental before reviewing the existing request.
Step 1: Check where they are stuck
Ask for the error wording and whether it appears at sign-in, consent, identity, payment or submission. Compare it with the screening request’s status.
Step 2: Return to the existing request
Check the invited email and spam folder. The applicant should use the original request and its secure recovery instructions, rather than start under another identity.
Step 3: Ask for help
If the error continues, contact support with the request reference, error wording, device and approximate time. The applicant should contact the provider directly when their secure flow instructs them to do so.
Identity verification could not finish
The applicant must complete identity checks personally. Follow the instructions shown for that specific request. Do not guess the reason from the error or try to bypass the check.
Limited credit history or missing identity information
Use the accepted identity options and document instructions shown by the screening provider. Do not assume every provider accepts the same identifiers or returns the same checks for a limited credit history.
Check the result
- The applicant has the correct recovery instructions for the blocked step.
FAQs
Can I verify the applicant’s identity for them?
No. Do not collect their password, identity answers or payment credentials. They must use the secure verification process.
Can they use an ITIN or continue without an SSN?
Check the accepted options in the current provider flow. Contact support if the required option is not offered.
Will another request fix the problem?
Recover the existing request first. A duplicate may create another fee without resolving the blocked step.
Does unfinished screening mean the applicant failed?
No. An unfinished or technical step is not a screening result.
Will screening affect their credit score?
Review the disclosure shown for the current screening product. Do not assume another provider’s credit-check policy applies.