Q: How do I get access to Smile Checks?
A: Your company's Owner or Administrator sends you an invitation by email. Click the link in the email to set up your account. You cannot self-register.
Q: My invitation link expired. What do I do?
A: Ask your Owner or Administrator to resend the invitation from Settings > Users. Invitation links expire after 7 days.
Q: What web browser should I use?
A: We recommend an up-to-date version of Google Chrome, Firefox, or Microsoft Edge for the best experience.
Q: What role do I have?
A: Go to Settings > Profile to see your current role displayed on the page.
Q: Why can't I see the Credit Orders page?
A: Credit Orders are only accessible to Owners and Administrators. If you need credits, contact your Owner or Admin.
Q: Can a Verifier see another Verifier's check requests?
A: No. Verifiers only see the check requests they personally submitted.
Q: What can a Partner do?
A: Partners can view and upload reports for check requests that have been specifically assigned to them. They cannot create check requests or access company-wide data.
Q: How long does a background check take?
A: It depends on the checks selected. Automated checks can complete within hours, while manual checks (like reference or clearance checks) may take a few days. Candidates have up to 10 days to complete their form.
Q: Can I edit a check request after it's been submitted?
A: No. Once submitted, a check request cannot be edited. If there's a critical error, cancel the request and submit a new one.
Q: The candidate says they didn't receive their link. What do I do?
A: Open the check request detail page, copy the Candidate URL, and share it directly with the candidate. Also ask them to check their spam folder for an email from do-not-reply@getsmilechecks.com.
Q: What happens after 10 days if the candidate hasn't completed their form?
A: The check request is automatically moved to Closed status. Credits for incomplete checks are refunded. You can submit a new request if needed.
Q: Can I add more checks after a request has been submitted?
A: Not directly. However, once a check is Completed or Closed, you can add a Reference Check add-on for 3 credits from the check request detail page.
Q: What happens to credits when a check is cancelled?
A: All allocated credits are automatically refunded to your Available balance immediately upon cancellation.
Q: Can credits expire?
A: No. Credits do not expire and remain in your account until used.
Q: Who can purchase credits?
A: Only Owners and Administrators can purchase credits from the Credit Orders page.
Q: I don't have enough credits to submit a request. What should I do?
A: Contact your Owner or Administrator to purchase more credits. You cannot submit a check request without sufficient available credits.
Q: Where do I find completed reports?
A: Go to the Reports section in the sidebar, or open the check request detail page and scroll to Completed Reports.
Q: I didn't receive the report email. What should I do?
A: Check your spam folder for an email from do-not-reply@getsmilechecks.com. Also confirm the report settings on the check request (Redirect Report To email). The report is always available in the portal regardless.
Q: What's the difference between Completed and Closed?
A: Completed means all selected checks finished successfully. Closed means the check ended (or timed out) with some reports missing — credits for missing checks are refunded.
Q: Can I change my email address?
A: Contact your Administrator or Smile Checks support — email changes cannot be done self-service as the email is your login identifier.
Q: How do I remove a user who has left the company?
A: Go to Settings > Users, find the user, and deactivate or remove their account. An Owner or Administrator can do this.
Q: I still have questions. How do I get help?
A: Click Help > Get Help in the sidebar to reach Smile Checks support.