Why is my screening request still waiting?
Check which step is unfinished before following up.
On this page
Check the applicant and rental before reviewing the existing request.
Step 1: Open the existing request
Open Applicants, select the person and choose Screening report. Read the full status and the payer shown.
Step 2: Check unfinished applicant steps
Awaiting payment means the fee is still due. Waiting on the applicant to verify their identity means the applicant has identity and consent steps to finish.
Step 3: Check processing status
Processing or Manual review means results are not ready. Follow the existing request rather than ordering another report.
Step 4: Follow up on the same request
Ask the applicant to finish any outstanding step through their secure request. If they cannot continue, use the troubleshooting guide or contact support with the request reference.
What the applicant needs to do
The applicant must complete their own consent and identity steps. Do not ask for passwords, identity answers or identity documents in an ordinary message.
Can I send a reminder?
Use the applicant’s Messages tab to write a follow-up. The application’s Send reminder or Resend invite action is not confirmation that a screening verification email was resent.
How long should it take?
There is no fixed completion time while an applicant has unfinished steps. Once those are complete, follow the status of that request. Do not order another report just because processing is taking longer.
Other statuses
Reserved means the order is saved but provider acceptance is not confirmed. Unknown needs the screening team to reconcile the existing order. For Failed, use Review screening request when offered.
Check the result
- You know which step is holding up the existing request.
FAQs
Does starting verification complete it?
No. The applicant must finish the required steps before the request can move forward.
Does Completed mean the application is approved?
No. It means the screening request completed. The application decision is separate.
What if the invitation is missing?
Check the recipient email and spam folder. Follow the missing-invitation guide before making a new request.