FREQUENTLY ASKED QUESTIONS
Why do I see an order for Quick Screen and one for History when I only want one order?
When your package order is completed and submitted, the Quick Screen and History all become a part of that report. Quick Screen and History items shown in your reports list may indicate a complete background check has not yet been submitted.
The name, date of birth and social security number are wrong on this order. How can I correct this?
Once the order is committed, we are unable to correct or change the identifiers on an order. If the order is not complete, you can contact Client Support to cancel the remaining items on the report and enter a corrected one.
How do I get all sources listed under the Multijurisdictional search to print with my order?
Go to Reports > Checked Individuals List > then Viewing Options. Under “When viewing reports” check Show sources searched?
What does “Under Review” mean in the status?
The status of “Under Review” means different things depending on the type of research. For verifications, it is the final review before completion, but in criminal research it may require additional research before completion.
How do I complete the address in Step 2 when the applicant only has a current address in another country?
Since the state is a required field, enter XX in the state field.
How do I contact the client service department?
Do you have training information available?
Go to the “Docs & Forms” tile on your home page and select “Web Demo” to view recorded webinar training and you can also find and review the “Quick Start Guide”.
How do I “rush” an order?
Fill out the “Rush Authorization Form” located under Docs & Forms or you can send an email/chat stating your request for a rush and fee approval. The “Rush” fee is $25 per order (not per item) and is non-refundable. Rushes are not available for International orders. Rush orders are flagged in the system and moved to the top of the queue for processing.
How do I look up my detailed invoices or billing?
Go to “Admin” from the top menu then select “My Invoices” from the drop down. Additional options are available on the page for downloading billing data in Excel format.
I have a question about my package?
How do I print the documentation (PDF attachments) with my report?
Go to Reports > Checked Individuals List > select the Viewing Options tab. Under “When viewing reports”, select “Append attachments to report?” This will only work on a single report so you will need to do this for each order.
What if I need access to multiple accounts?
If you were given access to other accounts, follow these instructions to add orders or view reports: Go to Admin > Administration Home > Switch User. Click on your user ID at the other account numbers to access those accounts. To add access to other accounts, please contact GroupOne Client Support.
Where can I see archived reports or how can I hide them from showing?
Go to Reports > Checked Individuals List. At the top, select the “Filter/Search” tab, check Statuses, check “Save as Default” and click on “Apply Filter Changes”.
Does order get archived after 30 days?
This system does not auto-archive. A user may choose and archive completed reports at any time. They can archive from the Reports List, at the bottom of the list, select Archive under “Action for Selected Reports” then execute or from the “Actions” panel on the right when viewing a single request (HTML).
How to check when an order was cancelled?
Go to Reports > Checked Individuals List. Locate the order, open and view cancelled date(s) under Order Information.
How to check when an order was committed?
Go to Reports > Checked Individual List. Look under the “Order Date”.
What do I do if the social security number and name do not match or is wrong?
In Quickscreen, if the name combinations do not match or the SSN has been entered incorrectly, “Close without Saving” then Refresh and start over.
What is history?
History is previously researched verifications for employment and education. Employment and Education history records are only available to clients that give us bulk terminations files. Employment and Education history can also be added to a client package for $2.50 each per SSN Trace (Quickscreen).
What is Quickscreen?
Quickscreen is the initial SSN trace that looks up previous addresses and name combinations as well as employment and education history (if applicable). The client selects the primary name and aliases here. If you perform the SSN trace and do not submit the order fully, you will see a Quickscreen report that is only a result of the initial SSN trace. Quickscreen report is $1.50.
What is Address to Criminal History?
This is the system’s feature that determines what county criminal research is ordered. You will no longer have to data input counties for the applicant. Once an order is submitted, there is a SSN trace that runs and orders the counties to be searched. The system is going to automatically add the last 7 years of jurisdictions the applicant has lived. This will check the primary name and AKA’s selected at order entry.
What is the benefit to include the AKA’s?
The more information you give us to research and investigate the applicant, the more it increases our probability for locating information. When searches are conducted, they are created by the name combinations requested. Personal information identifiers like date of birth, social security numbers and addresses are only used for additional verification.
What is Multijurisdictional Alias Criminal History item in my package?
This is a comprehensive search for county criminal results, Sex Offender Registration, misconduct registries, and State and Federal Sanction/Exclusion databases across the U.S. This serves as a primary source check for the following databases: 50 states sex offender registries, the District of Columbia, Guam, Virgin Islands, Northern Mariana Islands, Puerto Rico, and numerous Indian Tribe registries; Texas State Medicaid database; Texas DADS database; Texas DPS database; SAM.gov and all of federal databases we have always covered; Federal OIG Exclusions; Federal OIG Exclusions; Includes all state databases except of OSBI (OK), Kansas, New York, Missouri, ICORI (MA), New Mexico, Colorado, North Carolina, and Virginia.
How do I change my password?
Go to Admin > Administration Home > Change your Password