Client Resources / FAQs

Customer Support

Frequently Asked Questions

  • If you remember your username but don’t know your password, please select Forgot Password at the https://clients.efetch.com/access/signin login page. A reset password link will be sent to your email address on file.
  • If you do not remember your username, please reach out to our Client Onboarding team at [email protected] for assistance.
  • Log into your client’s portal and pull up the candidate’s order. The individual services are listed on the right side of the screen in the Order Summary.
    • Each component will show the latest status. To see all status updates, please click the Work Status symbol next to the service name.
  • If you need further assistance in checking status, please submit a ticket to our Customer Support Team through your client’s portal.
    • To submit a ticket on a specific order, please click into Screening / View Orders and click the blue ID number in the second column.
    • Scroll down to access the “Contact Customer Support Now” button.
    • Select the Status Updates & ETA ticket option.
    • Select the specific service/item
    • Input your message to our Support team and we’ll get back to you shortly.
  • When logged into the client’s portal, you can read more about the Customer Support Ticketing Feature here: https://clients.efetch.com/academy/posts/493
  • Please submit a ticket from the Client’s Portal to assist with these requests. Simply click Contact Customer Support in the blue banner at the top of your portal.
    • To add a new user: select Account Management – Add a new user
      • Please provide your new user’s first and last name, email address, and direct dial phone number.
    • To add a new package or service: select Account Management – Add new Packages & Services
      • Provide the details of the package or service you need.
    • You can also send over your request to add a new user or packages and/or services via email to [email protected]
  • If your candidate encounters a blank white screen while using our Applicant Link, that typically indicates that there is a pop-up blocker, ad blocker, or a firewall preventing their access.
    • Advise your candidate to turn off any pop up or ad blockers in their web browser and try again.
    • If they are using a device with a firewall or VPN, we suggest using a different/personal device to complete the link.
    • If they are on a mobile device and the problem persists, please have the candidate try from a different device.
  • You can add services to any open order directly from your portal.
    • Navigate to the candidate’s order and scroll down on the right side to the Order Services section. Click the purple button that says Add Services to this Order. Select the service you would like to add to the request.
  • If the order has already been completed/closed, you will need to submit a new order for any additional employment verifications that need to be processed.
  • You can utilize our Re-order feature to replicate the information contained in a previous order and create a new order from that information.
    • Pull up the candidate’s original order and select Re-Order from the buttons at the top right of the screen.
    • Select to use the existing package and/or services or Select a new package and/or service. Click Duplicate Order.
  • When logged into the client’s portal, you can read more about this feature here: https://clients.efetch.com/academy/posts/541
  • The SSN trace may be questionable for a number of reasons (the candidate is young and has little to no credit/residential history, the candidate is new to the country, or there is a typo in the information provided).
  • If you would like to clear the SSN trace on the report, please utilize the Contact Customer Support Now feature when viewing the candidate’s order to open a ticket to our support team. Social Security Cards can be provided using the Attachments & Documentation – Social Security Documents ticket topic and subject.
  • Please have the candidate submit their request through our website at this link: https://crimcheck.net/resources/request-past-consumer-background-check-report/
  • If you require additional assistance or have further questions, please utilize the Contact Customer Support ticketing feature from our portal to submit any additional questions/concerns you may have. The ticketing feature offers a variety of ticket topics to best suit your needs and route your question to the correct department.
  • Also, you can connect with some of our departments via email as the best point of contact: