Contact support, follow up, and escalate

Choose the right recipient

• Customers: describe account access, order progress, package availability, integration or billing questions and include an account email plus a reference if available.
• Candidates: identify who requested screening and whether you need invitation help, a report copy or an accuracy review. Use the issuer's verified secure process for disputes.
• Employment or housing decision questions belong to the employer or housing provider. Support can help clarify screening information but does not make or reverse that decision.
• For another company's report, use the issuer named on the report or notice.

Send a sanitized request

1. 1Use a clear subject such as invitation access, pending search, invoice review or report-copy request.
2. 2Include your safe reply contact, requesting organization/account, reference, when the problem began and the task you were trying to complete.
3. 3Describe the exact error in non-sensitive text. Include your browser/device for an access issue; provide an amount/date/invoice reference for billing, not full payment-card details.
4. 4State the desired outcome and any deadline with date, time and time zone. Explain the impact without claiming an emergency channel exists.
5. 5Ask for a secure evidence channel if attachments are needed. Do not send screenshots containing applicant details, report records, SSNs or financial information in ordinary email.

Follow up in the same thread

• Reply to your original thread with the reference and original contact date so context is not split across duplicate requests.
• Summarize what changed and which step remains blocked; distinguish acknowledgement from actual resolution.
• If you have not received a reference, use the original subject/date rather than inventing a ticket number.
• Ask whether another team or the issuer must review the issue and how to contact that recipient safely.

Escalate a blocked or time-sensitive issue

1. 1Explain the unresolved task, prior contact dates and the consequence of missing your deadline.
2. 2Ask support to identify the appropriate reviewer and confirm the next step. Routing and response timing depend on the issue; escalation does not guarantee priority or completion.
3. 3Tell the requesting organization if the applicant cannot finish or if a source remains pending. Do not treat support silence as authorization to make an adverse decision.
4. 4Use your organization's legal/compliance or safety procedures for matters outside screening support; the published phone number is not a verified emergency line.

Related guidance