This FAQ is designed to help candidates resolve common questions and issues while completing their background check with Smile Checks.
I haven’t completed my Smile Checks form. Can I still continue later?
Yes. Simply return to the link in your invitation email, log back in, and you will be able to continue where you left off.
I don’t have my social security account credentials or clearance document yet. Can I still submit the form?
Yes. You may skip these sections temporarily. However, you should inform your HR representative right away so they are aware and can guide you on the next steps.
References
Can I change or update my references after submitting the form?
No. Once the form has been submitted, reference details cannot be updated directly. If you need to make changes, contact your HR representative so they can coordinate with Smile Checks.
My references are not responding. What should I do?
You may provide alternative references if your original ones are unresponsive. Inform your HR representative so they can arrange the update.
Why can’t I use Gmail or Yahoo for my HR or professional references?
Your HR may have required work or official email addresses for references to ensure authenticity. Personal email providers like Gmail or Yahoo are sometimes restricted for this reason.
Your Clearance Document & Social Security Account
My clearance document was flagged as invalid. What should I do?
If your clearance document was flagged as invalid, you will need to request a revalidation or correction directly at the nearest criminal check office. Once resolved, provide the updated details or upload the corrected document in the candidate form.
I’m a new graduate and don’t have a social security number yet. What happens?
If you don’t yet have a social security account, you may register for one after being officially employed. In the meantime, let your HR know so they can take this into consideration.
I don't have an online social security account yet, but I already have a social security number. How do I activate my online account?
During your initial social security application, you can create an online account if you provide a user ID to the institution, and activate it via the link sent to your registered email by them. However, if this link has expired, you will need to wait for a contribution or date of coverage before registering for the online account.
If you are a long-time social security contributor, activating your online account can be done via a simple process by going to their website and clicking on "Member". Follow the instructions and fill out the form, and once your account is activated, you can come back to the Smile Checks candidate form and continue your submission.
I can't log into my social security account. What do I do?
For assistance with your social security login, you may visit the nearest social security branch for support or you may also reach the social security agency directly.
To reset your login, please visit the website directly and select the "Forgot Password" option. This option is effective if your registered mobile number with the social security agency is still active. If your registered mobile number is no longer available, we recommend visiting the nearest branch for further assistance.
Technical Issues
I didn’t receive my invitation email. What should I do?
First, check your spam or junk folder. If it’s not there, add noreply@smilechecks.com to your safe sender list and ask your HR representative to resend the invitation.
The link in my email has expired. What do I do?
Expired links can be refreshed. Contact your HR representative and request a new invitation email.
I’m having trouble uploading documents (file too large, wrong format, or timeout).
Make sure your file is in PDF, JPG, or PNG format and under the size limit (usually 5MB). If the issue persists, try again using a stronger internet connection or a different device.
I encountered a technical error on the form. What should I do?
Take a screenshot of the error and send it to your HR representative. They will coordinate with Smile Checks support to resolve it quickly.
Reports & Results
Can I get a copy of my background check report?
No. Background check results are shared only with the HR or employer who requested the check. You will need to coordinate with your HR contact if you wish to discuss the results.
Why am I still receiving reminders even after I submitted the form?
Reminders are automated until the background check is marked as complete. If you have already submitted your form, no further action is required from you.
Status & Progress
My status is stuck on “Pending.” What does this mean?
A “Pending” status usually means Smile Checks is still waiting for certain documents, references, or external verifications to be completed. You don’t need to take additional action unless your HR contacts you for clarification.
👉 If your concern is not listed here, please reach out to your HR representative directly.