FAQ – for candidates completing their Background Check online
Q: I got a Server Error while completing my background check, what do I do?
A: Please reply back to your “Welcome Email” you received from us with the link you accessed, letting us know you had an issue and someone from our team will get back to you shortly.
Q: None of the Digital Verification answer options apply to me, where do I go from here?
A: Please select the “none of the above” answer choice
Q: My postal code was not accepted; how can I move to the next page?
A: Please reply back to your “Welcome Email” you received from us with the link you accessed, letting us know about the issue and someone from our team will move you to the next step.
Q: My previous addresses were not accepted; how can I move to the next page?
A: Please only enter your current address and leave the previous addresses field empty.
Q: I would like to know if you have received my information and when my employer will receive
my completed background check?
A: If you successfully completed the online application then please contact your hiring manager and he/she will confirm when your background check is completed. If you would like to confirm that you completed all the steps, try clicking the link from the original Welcome Email, if the link no longer works then this means you successfully completed all the steps.
Q: I did not get an email for my background check; can you resend it?
A: Please contact your hiring Manager and they will let us know where to re-send the email.
Q: I cannot move to the next page without a ‘Date of Entry to Canada’, but I was born in Canada,
what do I do?
A: If you were born in Canada then please ensure you have left the “Country of Birth” field blank, this will allow you to move to the next page without having to enter a date in the “Date of Entry to Canada” field.
Q: I cannot upload my photo IDs, can you assist?
A: Please reply back to your “Welcome Email” you received from us with the link you accessed, and attach the photo IDs, we will upload them to your file on your behalf, this is the last step.
Q: I’m currently not a customer of Profile, but I need to process a background check
immediately; how can I do this?
A: Please fill out our “Contact Us” section on our website and we will get in touch with you shortly.
Q: How does Profile protect my privacy and information?
A: We regard the security and privacy of your information as the highest importance. Data being in transmission to and from our server is fully and securely encrypted. Data is only stored on our physical server, located in Canada, in a 24/7 monitored data center meeting the highest security standards and policies. We utilize security best practices like policy review, penetration testing and code review to ensure your data continues to be protected.