Encountering issues while using Smile Checks? Below are common problems requesters may face and how to resolve them. For anything not covered here, our support team is ready to help.
Common Issues and Fixes
Here are some frequent questions and quick steps you can try:
❓ Why is the check status stuck on “Invited”, or "Collating Report"?
Checks typically remain in a "Invited" or "Collating Report" state while waiting for the candidate to complete their portion or upload required documents. If the status has been stuck for more than 24–48 hours:
- Confirm the candidate has received the invitation email.
- Ask the candidate to check their spam or promotions folders.
- If the delay continues, contact support to investigate.
📩 Candidate Didn’t Receive the Email Invitation
This can happen due to several reasons:
- The email may have gone to the candidate’s spam or promotions folder.
- The candidate’s email address might have been entered incorrectly.
- The candidate’s mailbox may be full or blocked from receiving external emails.
Suggested Fixes:
- Ask the candidate to check their spam/junk folder.
- Confirm the email address entered in the check request.
- Still not working? Reach out to Smile Checks Support and we’ll assist you directly.
🛑 How to Cancel or Revise a Submitted Check
Once a check request has been submitted, it can be cancelled from the dashboard directly. However, you cannot edit it once submitted. For any issues, contact the Smile Checks Support Team for assistance in:
- Revising check components (if the check has not yet started)
- Resubmitting a corrected request
Please include the candidate’s name and Check ID in your message to speed up processing.
đź•’ How Long Do Checks Take?
Most checks complete within 1–3 business days, depending on candidate response time and document validation.
Bundled checks or checks involving manual processing (e.g., reference checks, academic checks) may take slightly longer.
Real-time status is always available in your dashboard.
📬 Can I Change the Candidate’s Email After Sending a Check?
No. To ensure audit and tracking integrity, candidate emails cannot be changed once a check is sent. If the wrong email was used:
- Cancel the original request via support.
- Submit a new request with the correct details.
đźš« How are you protecting my privacy?
Smile believes in the sanctity of one's privacy and that our users are the owners of their personal data, and should always be in full control when and to whom they share their data. Smile seeks to comply with all local laws around data privacy. In the Philippines, we comply with the Data Privacy Act of 2012 (RA 10173) and we help users exercise their right to Data Portability under Section 18 of the Philippine Data Privacy Act.
Sharing users' data with our clients is done provided on a revocation-based model: only via explicit consent of the user via our SDK. Users can, at any point, revoke access to their data through this same means, making sure they are in full control when and to whom they share their own data.
All information is deleted and irretrievable once users have revoked access.
We also maintain a Privacy Policy so you can be sure how your data is being used.
âś… What is the basis for these reports? How were they collected?
The reports generated by Smile Checks are based on a comprehensive collection of employment data derived from multiple sources. In addition to verified government sources, the platform also utilizes data from the public Internet and various other sources. This multifaceted approach enhances the reliability and accuracy of the employment data presented.
- Government Data: Smile Checks primarily pulls information from official government platforms, ensuring the data's legitimacy and compliance with legal standards.
- Public Internet Sources: The platform may also aggregate information available on the public internet, which can include professional networking sites, job boards, and other relevant online databases. This helps to supplement and enrich the employment history and verification process.
- User Consent and Credentials: Users are prompted to provide explicit consent for the platform to access their employment data, which allows for the retrieval of updated information directly from the selected sources. This process is designed to maintain transparency and user control over their data.
By leveraging a combination of government data, public internet resources, and user-provided information, Smile Checks aims to deliver a robust and accurate employment verification service.
âś… What is Smile Technology and Smile Checks?
We aggregate and unlock previously siloed employment and income data coming from HR, payroll, commerce, and marketplace platforms through a single API.
Our mission is to give workers in Asia greater access to financial services by facilitating the easy sharing of their employment and income data to businesses and financial services.
We do this by providing user-authorized access to this data by acting as a gateway or intermediary between custodians of this data and those interested in consuming the data, such as banks and other financial service institutions.
âť“ Why is Smile Checks providing this report?
We seek to give back data control and ownership of your own data to the individual! This includes their:
- identity information
- employment history
- income data
- and other relevant information
We believe that by letting individuals take back control over their own data, they can get access to better opportunities.
By allowing individuals to more easily share their data, to third parties they trust, such as banks, lenders, employers, and others, they can get better services and experiences!
By allowing individuals to share their data more easily, they can get access to better services and experiences.