Background Checks by ClearCompany: Troubleshooting

This article helps you troubleshoot common background check (BGC) issues in ClearCompany. Use these steps to resolve application problems, status delays, and system errors. Each section explains the cause and the action you should take.

In this article:
Error when refreshing background check statuses
Background check result shows “N/A”
Background check package not populating
Error when resending a background check link
Login Error

Error when refreshing background check statuses

Issue

A candidate’s status does not update from Offer accepted / Background check initiated to Background check in process.

Why this happens

• The background check provider’s system may not automatically refresh the status.
• This can also occur when a new offer letter is sent, which temporarily resets the automation.

Resolution

You can manually refresh the status:

1. Open the candidate profile.
2. Go to Background checks by ClearCompany.
3. Click the refresh icon next to the order status.

Once refreshed, the status should update to Background check in process if the check is underway.

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Background check result shows “N/A”

 

What “N/A” means

The N/A result status is expected behavior.

• It indicates that no reportable information was found for that specific section of the background check.
• This is not an error and does not indicate an integration issue.
• You may see this across all clients and packages when there is nothing to report.

This helps keep results accurate and easy to review.

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Background check package not populating

Issue

The selected background check package does not appear after being chosen.

Resolution

Try the following:

1. Uncheck BGCs by ClearCompany.
2. Re-select BGCs by ClearCompany.
3. Click the desired package again.

The package should populate after reselecting.

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Error when resending a background check link

Common scenario

The original background check link expired, and an error appears when trying to send a new link.

 

How to reset and resend the link

1. From the ClearCompany dashboard, go to Tools > Background checks.

    

2. Select Order > Applicant pending.

    

3. Check the applicant’s box.

4. Click Reset expiration.

    

5. Check the box again and click Resend invite.

    

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Login Error

Error message: “Application error: please review the error message below. The following error has occurred. No exception message provided.”

 

What this means

The user's login is likely disabled.

Resolution

Ask the user to email [e-mail] for assistance.

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