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Help & Support

Most questions can be answered by reviewing our Frequently Asked Questions. If you cannot find the answer to your questions and need further assistance, feel free to contact customer service.

Profile


Login and Password Help


Access code/shared password help


Status of a background check


Ordering background checks


Account questions


Payment/accounting help


Background check questions


General questions

Profile

What is a Profile?

It’s a portal that allows you to share verified or unverified information with whomever you choose. You can add employment history, education history and references.

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How do I Verify My Profile?

Verifying your profile is simple. Simply sign in to your profile, and select verify information next to those items you wish to verify. You may choose to verify employment history, education history or references. You may also choose to run a background check. If you do not already have an account, simply visit MyBackgroundCheck.com to get started.

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Why should I Verify My Profile?

All information entered is unverified at the time of entry. At this point it is about as useful as a resume. When you verify your profile, our background Investigators verify all information entered. At that point your profile's value far exceeds any resume. That is because your degrees, employment dates and background information has been verified by professionals. You can then share this information with others.

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Who can see My Profile?

The only the individuals who will be able to see your profile are those you want to. In other words, the only people who have access to your profile are those recipients who have received a share request from you. You also have the ability to make your profile publicly viewable in full or in part. Your profile cannot be viewed or searched by default. To change your public view settings, sign in to your profile and adjust your settings via the Public Profile Preferences section located on the right side of your profile.

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How do I view a Shared Profile?

Did you receive notification that someone wants to share their background check with you? Here is how you can view their shared profile: First, you will need to click on the link provided in the email, accept the invitation, then proceed to sign in to your profile. If you do not have a profile, you can create one at this time. Once signed into your profile, select the My Activities tab on your profile page, and then select the View link in the Profiles Shared With Me section located on the right side of the page.

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How do I share my profile with someone else?

If you would like to share your profile with someone, sign in to your profile and select Share Profile. From there type in the email address of the individual you wish to share your profile with. Then select the items you wish to share with them. The person whom you will share your profile with will only be able to view what you have chosen to share with them.

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Login and Password Help

How do I sign in?

Do you need help signing in? Simply navigate to MyBackgroundCheck.com. From here you will click the “Sign in” link, enter your username and password and click the “Sign In” button. That’s it!

If you do not have a profile, click the "Sign up" link on the home page to create one.

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I cannot remember my password.

If you cannot remember your password, please utilize the Need help signing in options located on the signin page. From there you will have two options:

  1. You can enter your email address and your password will be emailed to you.
  2. You can enter your user name, answer the secret question, and your password will be emailed to you.

If either of the provided options do not work for you, please contact our customer service department by selecting the “contact us” link located at the bottom of the page.

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An account was automatically created for me, and now I am experiencing difficulties signing in.

No worries just use the following method for your sign in. Use the first 3 letters of your first name + first 2 letters of your last name + last 5 numbers in your social security number. And for your password, use the last 5 numbers in your social security number + first 3 letters of your first name + first 2 letters of your last name. Still having trouble? Please contact our customer service department by selecting the contact us link located at the bottom of the page.

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I received an error message that said “Account already exists.”

When you were trying to create an account, did you keep getting the following message: “An account already exists with the information that you provided”? There could be a few reasons for this. Your email address is already in our system, the sign in name you are trying to create might already exist, or an account had previously been created for you. Either way, we can help! Use the following steps to find your account information:

  1. See if the account has already been created for you — utilize the Need help signing in feature located Here.
  2. Use the first 3 letters of your first name + first 2 letters of your last name + last 5 digits in your social security number. And for your password, use the last 5 digits in your social security number + first 3 letters of your first name + first 2 letters of your last name.

If that did not help, please contact our customer service department by selecting the Contact Us link located at the bottom of the page and one of our Customer Service Representatives will be happy to help you.

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I am trying to sign in using an Access Code and Shared Password and it’s not working.

Simple mistake, the reason it is not working for you is the Access Code and Shared Password are used to view certificates from within an account.

If you need to access your user name and password to sign into your account, please utilize the Need help signing in options located on the sign in page.

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Access code/shared password help

I received an email with an Access Code and Shared Password, what should I do with this information?

You have received this email because someone wants to share their background check certificate with you. You will need to sign in into your Mybackgroundcheck.com account. If you do not have an account, you will need to create one. Once you are signed in, select “My Activities" and "View Certificates," and then use your access code and password in the View Certificates section.

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How can I find my shared Password and Access Code?

You can retrieve your Shared Password and Access Code any of the following three ways:

  1. After you completed your order, you should have been provided your Shared Password and Access Code on the Receipt.
  2. You should have also received an email after your order was completed, and your information is provided with in the email.
  3. After your searches are completed, you can sign in to your account, select "My Activity" and then “View Certificates” and under the section titled “My Certificates.” You will see the access code, title of certificate and password.

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Status of a background check

How long does an average Background check take to be completed?

The times vary based on what searches are conducted, the particular courthouse where records are being searched, along with other factors. Generally it takes 3-5 business days, possibly longer for verifications such as employment and education searches. If you feel that your background check should be completed, please click on the Contact Us link, located at the bottom of the page, and one of our customer service representatives will be glad to help you.

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Why does it take 3-5 business days to get my results?

In most cases, our researchers at MyBackgroundCheck.com conduct hands-on county searches. This means that individuals access county court records across the nation. The extra time for this service helps to ensure that only the most accurate background check information is reported.

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Ordering background checks

How do I order a background check with an order code?

Did your organization give you an order code and you are not sure what to do with it? Let us help, simply go to MyBackgroundCheck.com, type your order code into the Have an Order Code box on the right side of the page, and select go. If you do not have an account, select the Create an Account link. If you have an account, then sign in and follow the onscreen instructions.

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Can I order a background check on someone else?

For security purposes, you cannot order a background check on someone else. However, you can send a request to an individual inviting them to provide information to you. If you are a company or organization that has multiple individuals who need to have their background checks done, we can set your company up and provide you with an order code that the individuals can use to order their background checks. Select the Contact Us link located at the bottom of the page, and one of our Client Services Representatives will be contacting you shortly.

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What should I do if I ordered the wrong Background check package?

Don’t worry, we are here to help. Once payment is made, you will need to contact our Customer Service Department by selecting the Contact Us link located at the bottom of the page.

If payment hasn’t been made, you can re-enter in your order code at MyBackgroundCheck.com

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What if I do not have computer access?

You may access the website from any computer. Use a friend's computer or one at your local library and navigate to MyBackgroundCheck.com

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Why won't my Credit Card work?

MyBackgroundcheck.com accepts Visa, MasterCard, and American Express. If you are having trouble submitting a payment, you might be failing the credit card verification service. This requires that the address that you have specified on your account is an exact match to your billing address on the credit card. Be sure the address entered is the same as the address on any credit invoice received for that credit card and change your address in your account (accessible with the “edit/update info” link located on the my account page) if needed. If you are still experiencing trouble processing your payment, please Contact Us.

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Does your company allow payments made over the phone?

For security purposes we do not accept payments over the phone. However, you can pay either via website or by faxing us the Credit Card Authorization.

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Where can I find a Credit Card Authorization Form?

The Credit Card Authorization Form is available using the following link;

https://www.mybackgroundcheck.com/order/documents/Credit_Card_Authorization.pdf

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What number should I fax my Credit Card Authorization Form to?

Please fax your Credit Card Authorization Form to the following number: 1-800-503-2371

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What if we want to order background checks for our business? Can we use your company?

Yes. By ordering your own background checks on applicants, you have a myriad of federal and state laws you need to comply with. Visit our MyBackgroundCheck.com for Small Business site for more information.

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Why has my personal information changed?

If you have received an email stating that your personal information has changed, it simply means that information in your account has been edited. Examples of this may include:

  • Email address
  • Current home address

If you haven’t changed any info in your account and have received an email message, please contact us immediately.

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Account questions

How do I update my account information?

Our website allows you to update your account information at any time. From your profile, select the Edit Account link.

Note: If you need to update your First, Middle, Last Name or Social Security Number, please contact our customer service department by selecting the Contact Us link at the bottom of the page, and provide us with the necessary information.

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What happens if the name connected with the Social Security number provided, does not match name that was given?

When a Social Security number is checked, and it appears that the name given doesn’t match the records, our customer service representatives will reach out and verify the correct name and correct SSN

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What should I do if I don’t have a Social Security Number?

If you do not have a Social Security Number and you are creating an account, don’t worry, as long as you have Visa #, or a Government ID# you can still create an account. When creating your account, select the option "I DO NOT have a Social Security Number".

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What is considered an acceptable form of identification for a drug test?

The acceptable form of identification is either your Driver’s License or a State issued Identification Card.

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Why has my personal information changed?

If you have received an email stating that your personal information has changed, it simply means that information in your account has been edited. Examples of this may include:

  • Email address
  • Current home address

If you haven’t changed any info in your account and have received an email message, please contact us immediately.

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Payment/accounting help

How long does it take for a refund to show on my account?

It depends on which bank is being credited, but usually it takes 3-5 business days.

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How do I cancel Monitoring?

We’re sorry you want to cancel our monitoring service, but we understand things happen. What you need to do is contact our Customer Service Department, by selecting the Contact Us link, located at the bottom of the page.

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How long does the monitoring cancellation process take?

Once you have informed us that you wish to cancel your subscription, it will be cancelled the same day.

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How can I check and/or confirm that a payment went through?

Once you have completed the order process, you will receive a receipt in the form of an email. If you did not receive this email, please check your Junk email folder’s settings. Otherwise, please give our customer service department a call 1-800-503-2364 x 139 and we will be happy to confirm your order for you.

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Background check questions

Can I use my verified profile/Background check information to share with others?

Yes. After purchasing your background check you can share your profile with as many prospective employers, landlords or any other recipients as you wish. You will do this by utilizing the Share function located on your profile page.

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How accurate is the background check information?

All information is gathered directly from the primary source. Criminal records are obtained directly from the county courts where the convictions are filed and employment verifications and other checks are conducted directly with the employers or agencies.

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What constitutes a "Hit"?

That depends on the type of search. For a criminal search it would mean that your identifying information matched a record found in a criminal database. For verifications such as employment, or reference, it would mean that the information did not match the information researched, or there were some questions left unanswered.

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What does a “Clear” or “Complete” mean?

A clear or complete result on your background check depends on the type of search that is ordered. For a Criminal search it would mean that none of your identifying information matched any records in a criminal database. For verification such as employment or reference, it would mean that all the information you provided matched the information researched.

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Why is my SSN a “Hit”?

The Social Security search is not actually a verification provided by the Social Security Administration. The results are provided by a private sector entity that uses public resources to determine the applicant’s address history. The reason your Social Security Number would return a hit is simply because there was no history. This is very common for people under 21 who have limited or no credit history, or who have not moved from home. If your SSN search returned a hit and you would like to have it cleared, contact customer service.

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What should I do if I do not agree with the results of my Background Check?

Under the Fair Credit Reporting Act (FCRA) you have the right to dispute incomplete or inaccurate information. If you identify information in your file that is incomplete or inaccurate, and report it to the consumer reporting agency, the agency must investigate unless your dispute is frivolous. Start the process by signing into your profile, select the "My Activities" link then select the order that you are concerned about. Select the “File a Dispute” button, and follow the onscreen instructions. You should receive a confirmation email indicating that your dispute was received and the process has started. It can take up to 30 days for the process to be completed.

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How do I View and Print my report(s)?

Viewing and printing your reports is simple, just click on the My Activities tab on your profile, then select the order you wish to view or print. If you wish to print, select the “Investigative Report” type, and then click “Print Investigative Report.” If you only wish to view the report, there are three views that you can select: Summary Report, Detailed Report and Investigative Report. Just select which view you would like to use.

General questions

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What should I do if my identity was previously stolen and I now need to get a background check?

It is very scary to have your identity stolen, and we understand. So if you have experienced having your identity stolen, and you now need to get a background check, you should peruse the following document: Remedying the Effects of Identity Theft. This document will help guide you in the right direction. Should you get your background check back with some discrepancies, do not hesitate to our contact customer service department and someone will be happy to help you through the dispute process.

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How do employers know this background check information is legitimate?

The background checks performed by MyBackgroundCheck.com are employment-grade background checks that meet the high standards expected by thousands of employers and corporations across the country. Many of these are Fortune 100 and 500 companies. The information is secure and accurate because the user is not given the ability to alter or modify the background check information.

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How does this process work?

  1. Employers, property managers, volunteer organizations, etc. point users to MyBackgroundCheck.com to obtain their own background check, credit report, etc.
  2. The user supplies the potential employer, property manager or volunteer organization with their report by using the share function available through MyBackgroundCheck.com. This allows the user to access and verify their own background check information online before they share it.
  3. The employer, property manager or volunteer organization views the background check information online and can make an INSTANT and FREE decision based on the report coupled with their own hiring guidelines.

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Is this legal?

There is nothing illegal about a person supplying employers with their own prepared background check information. It is much the same as giving them a letter of reference. Although a small number of states may prohibit employers from requiring their applicants or employees to pay for their own background check, we at MyBackgroundCheck.com fundamentally believe in allowing everyone to choose who gets access to their background report. MyBackgroundCheck.com complies with all applicable laws.

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What is the benefit to Individuals?

Individuals can literally get hired faster by eliminating the wait associated with having employers run background checks. They also demonstrate proactivity toward getting the job by saving the employer time and money. Your background check information can be sent to and viewed by as many prospective employers or landlords as you wish. It can be emailed, faxed, copied or mailed. We encourage you to include it with all of your applications and resumes.

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What is the benefit to the employers, property managers or landlords?

The two biggest issues organizations face with regard to doing background checks are time and cost. MyBackgroundCheck.com eliminates both of these concerns by giving organizations the same background check information they currently pay and wait for INSTANTLY and at NO CHARGE. The user pays for the background check and does all of the work in ordering it and supplying access. The share function within MyBackgroundCheck.com allows users to be proactive by easily sharing their information with prospective employers, property managers, landlords or anyone else who might require it.

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Why was my email undeliverable?

There are a many reasons why your email may have been blocked: mistyped information, recipient no longer has email account, inappropriate material or some file types are blocked for security purposes (.exe, .bat, .chm, etc.). In some instances the email server sending your messages appears to be listed on a spam blacklist (and you many not even know about it). This may make it difficult for your messages to be delivered or received. Viruses can be distributed; it is possible that your machine may have been infected, which can allow your computer to be used to send spam email. If this is the case, your email address or IP may be blacklisted. Our spam blocking system synchronizes with such blacklists and hence will block anyone listed. Sometimes the cause cannot be determined, but we still want to assist with the routing of your email to and from us. No matter the reason, we want to help. We realize that it can be frustrating due to the many possibilities, so let us assist you. Please select the Contact Us link, and provide us the necessary information for us to investigate the reason and seek to find a solution.

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What should I do if a previous order has expired and I need to use it again?

You can un-expire any of your previous orders for $14.95. This will allow you the ability to view and share the results. Note: the information provided on your previous orders will only be accurate up to the date of original purchase. If you would like to un-expire your order, follow these simple steps; Select the Order Number that you wish to un-expire and click Un-Expire All Orders. Please allow 72 hours for your orders to be viewable.

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Why can't I add any new searches to a case that has been closed for more than seven (7) days?

To ensure that our comprehensive investigative reports contain the most accurate and up-to-date information on the date the background check report is completed, MyBackgroundCheck.com is now limiting the timeframe within which our clients can add a new search to an already completed and closed background check report.

MyBackgroundCheck.com will no longer re-open cases that have been closed for more than seven (7) days in order to add any new searches. If you require a new search to be run on an applicant/consumer after the seven-day period, MyBackgroundCheck.com will open a new case and a separate and new report will be issued for those added searches.

MyBackgroundCheck.com, as a consumer reporting agency, strictly adheres to federal and state reporting laws and strives to ensure compliance with these laws, including providing our end-user clients with accurate and up-to-date information at the time the reports are completed and closed.

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How do I create a viewer account?

Do you want to create a Viewer Account so you can view your applicants/students/tenants background checks? No worries, the process is very simple. The first thing you will need to do is select the Create a Viewer Account link. Fill out all required fields, and then select Create Account and you are done. You have just created a Viewer Account.

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What constitutes a "Hit"?

That depends on the type of search. For a criminal search it would mean that your identifying information matched a record found in a criminal database. For verifications such as employment, or reference, it would mean that the information did not match the information researched, or there were some questions were left unanswered.

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What does a “Clear” or “Complete” mean?

A clear or complete result on your background check depends on the type of search that is ordered. For a Criminal search it would mean that none of your identifying information matched any records in a criminal database. For verification such as employment or reference, it would mean that all the information you provided matched the information researched.

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Why is my SSN a “Hit”?

The Social Security search is not actually a verification provided by the Social Security Administration. The results are provided by a private sector entity that uses public resources to determine the applicant’s address history. The reason your Social Security Number would return a hit is simply because there was no history. This is very common for people under 21 who have limited or no credit history, or who have not moved from home. If your SSN search returned a hit and you would like to have it cleared, contact customer service.

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What should I do if I do not agree with the results of my Background Check?

Under the Fair Credit Reporting Act (FCRA) you have the right to dispute incomplete or inaccurate information. If you identify information in your file that is incomplete or inaccurate, and report it to the consumer reporting agency, the agency must investigate unless your dispute is frivolous. Start the process by signing into your account, select the order number that you are concerned about. Select the “File a Dispute” button, and continue through the rest of the process. You should receive a confirmation email indicating that your dispute was received and the process has started. It can take up to 30 days for the process to be completed.

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How do I view and print my report(s)?

Viewing and printing your reports is simple, just click on the My Activities tab on your profile, then select the order you wish to view or print. If you wish to print, select the “Investigative Report” type, and then click “Print Investigative Report.” If you only wish to view the report, there are three views that you can select: Summary Report, Detailed Report and Investigative Report. Just select which view you would like to use.

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How do I view and print a shared report?

Did you receive notification that someone wants to share their background check with you? Great! Here is how you can view and print their report. First, you will need to click on the link provided in the email, accept the invitation, then proceed to sign in to your account. Select the “Shared List” tab on your My Account page, and then select the magnifying glass next to the report you wish to view. And there you go! It really is that simple.

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Completing your credit report

You will be re-directed to the EQUIFAX web-site in order to finish your CREDIT REPORT. You may wish to print the following instructions.

TO COMPLETE YOUR CREDIT REPORT: You will need to do the following:

  1. Follow the instructions on the Equifax web-site to create an Equifax account.
  2. After creating the account, click on the green "Go to Member Center" button.
  3. Click on the most recent purchase “SCORE Power.”
  4. Select "Print Credit Report" and print results.
  5. Submit printed Credit Report results with your MBC Certificate to anyone who needs to review the background check information.

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What Internet browsers does MyBackgroundCheck.com currently support?

MyBackgroundCheck.com supports the following Internet browsers:

  • Internet Explorer 7
  • Internet Explorer 8
  • Firefox

If you are not using one of the supported Internet browsers, please try again using one of the Internet browsers listed above.

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