Troubleshooting

1. The eFetch Dashboard
2. Forgot Credentials Help
3. Log In Error
4. Clear Cache and Hard Reload
5. Google Chrome
6. Internet Explorer 11
7. Mozilla Firefox
8. Need Additional Support?
9. Snipping Tool

The eFetch Dashboard

Your eFetch dashboard will allow you to order and view your background screenings, communicate with the Crimcheck support team, pay and view invoices, manage other accounts and more. 

This site is a secure, easy-to-use, customizable web application that is compatible with Mozilla Firefox and Google Chrome web browsers

Forgot Credentials Help

If you are receiving an “invalid username and password” error message, or can’t remember your password, you can click the blue “Forgot Password?” button to reset your credentials. You will need to enter both your username and email address saved to your account.

If you don’t receive the password reset email, or can’t remember your username or email address, please reach out to our client support services team at [email protected] for help.

Log In Error

If you’re having trouble logging in and receiving an error message that says “Our system experienced an error while logging you in. Administrators have been notified. Please try again later”, then the first steps you’ll want to try is to close your browser completely and then re-open it. You’ll also want to restart your computer completely if you haven’t performed a restart in the previous 24 hours. The next thing you’ll want to try is to clear the cache and hard reload your browser. Each browser has slightly different instructions.

Clear Cache and Hard Reload

Instructions for each web browser below. Please follow the instructions exactly as indicated for the best results.

Google Chrome

1. Reopen a new page and type clients.efetch.com into the web address bar to get to the eFetch log in page.
2. Once you are at the eFetch login screen, click the F12 button. This should bring up an additional window on the right hand side of your screen.
3. Find the refresh symbol next to the web address bar and right click. Select the “Empty Cache and Hard Reload” option.
4. The screen will refresh. You can now close out of the additional white console box on the side by clicking the F12 button again.
5. You should now be able to enter your credentials and log in.

Internet Explorer 11

1. Reopen a new page and type clients.efetch.com into the web address bar to get to the eFetch log in page.
2. Once you are at the eFetch login screen, click on the gear in the top right hand side of the browser, next to the web address bar.
3. In the Gear menu, select “Safety” then select “Delete browsing history”
4. Be sure that the “Preserve Favorites website data” is not selected and that “Temporary Internet files and website files”, “Cookies and website data” and “History” are selected. Then click the “Delete” button”
5. You’ll receive a message at the bottom of the page when the cache has been cleared. You should now be able to enter your credentials and log in.

Mozilla Firefox

1. Reopen a new page and type clients.efetch.com into the web address bar to get to the eFetch log in page.
2. Click the menu button (three horizontal lines) on the top, right corner next to the web address bar.
3. Select the “Privacy & Security” option on the left and scroll down to the Cookies and Site Data section, then click the “Clear Data” button.
4. On the Clear Data screen, make sure that the “Cookie and Site Data” is not selected and the “Cached Web Content” is selected.
5. Close the modal and you’ll be able to enter your credentials and log in.

Need Additional Support?

If you’re still having trouble getting logged in to your eFetch dashboard, contact our client support services team at 1-877-992-4325 or [email protected].

The more detailed message you can provide will allow our team to more quickly resolve your issues. Screenshots are the most helpful so we can see exactly what you see.

Snipping Tool

To send screenshots, we recommend using your computer’s Snipping Tool. Snipping tool is a great tool to capture any window or objects in your screen or even your entire screen.

Snipping tool is available on Windows 7, 8, and 10.

To use the Snipping Tool

1. Find or search for the Snipping Tool in the Start menu
2. Click on the arrow next to “New” and select the type of Snippet you want to use

There are 4 types of snip