Troubleshooting Common Candidate Issues
If you encounter problems while completing your Smile Checks background check, use this guide to quickly identify and resolve the most common issues.
Didn’t Receive the Invitation Email
If you have not received the email invitation from Smile Checks:
- Check your spam/junk folder – Sometimes automated emails are filtered incorrectly.
- Search your inbox for the subject line or for “Smile Checks.”
- Whitelist the sender – Add the Smile Checks email address to your contacts.
- Ask HR to resend – If you still don’t see it, request your HR contact to send you a new invitation.
Link Expired
Each invitation link is valid for a limited time. If you click your link and it no longer works:
- Contact your HR representative and request a fresh invitation.
- Complete the form as soon as possible to avoid delays—candidates are expected to finish within 10 days of receiving the link.
Document Upload Problems
If you encounter issues uploading required files:
- File too large – Reduce the file size by compressing or scanning at a lower resolution.
- Wrong format – Only supported formats (e.g., PDF, JPG, PNG) are accepted. Convert your document if necessary.
- Upload timeout – Ensure you have a stable internet connection. Try uploading again using a different browser or device if the problem continues.
Account Login Issues
If you are asked to log in to a government or professional account (e.g., social security online account) and cannot proceed:
- Forgot your password? Use the agency’s official “Forgot Password” option to reset it before retrying.
- Account locked or inactive? Contact the agency’s support directly to reactivate or unlock your account.
- Once your login works, return to the Smile Checks form and complete the linking process.
Status Stuck on Processing
If your check status seems to be “stuck” and is still processing:
- This often means that Smile Checks is still waiting for data verification from external sources, or that additional documents are needed. If you are asked for reference contacts, ensure that your reference contacts are contactable and they are aware of the need to accomplish their feedback form to complete your background check.
- Check your email to see if Smile Checks requested additional documents.
- If nothing new is required from you, your HR representative will receive updates once processing is complete.
- For urgent cases, contact your HR representative to confirm the current status.
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