If the invitation or authorization link will not open, stop forwarding that same URL around. A used, expired, or replaced link stays dead. The employer who paid for the order should send a new link.
Try these first (applicant)
These match the live troubleshooting article How can I troubleshoot issues during the candidate submission process:
Open the link from the original email on a computer if a phone is failing.
Try Chrome, Firefox, or Safari.
Clear cookies and cache, then open the invitation again.
Do not sit on a half-finished form for a long time (stale session / timeout is a documented cause).
If the form will not continue, confirm required fields are filled.
We do not list error codes here. If you see a specific message, send a screenshot to the employer or to [email protected].
Used, replaced, or never-arrived links
We start the report only after the applicant submits the completed application. See How long does it take for a report to complete?.
On the employer dashboard, email activity can show Email Bounced, Email Delivered, Email Opened, or Email Clicked (started, not submitted). See What do the various background check statuses mean.
You can open the order from the Applicants tab or from Background Reports / Actions. Both paths work.
If the email bounced, or the applicant never got it, or they are using an old forwarded URL:
The employer (not the applicant) opens the order.
Use Resend or update email and Update & Send Email. That disables the old link and sends a new one. Steps: I typed the wrong email address for my applicant.
Tell the applicant to use only the newest email.
Do not ask the applicant to forward a dead link to a coworker or to support. Forwarding does not revive it.
Employer: wrong person or unused order
If the link went to the wrong person, or you want to reuse an unused paid order, reassign within 120 days or ask support for a refund. There is no shorter published “link expires in N days” window. See How can I manage unused application links and the cancel/refund policy on 9437975.
Still stuck
Employer: email [email protected] or call 1-800-942-1366 with the applicant email on the order. Applicant: ask the employer to resend, then contact support if the new link still fails.