How can we help you?
All the information you need for screening on XtdForce in one place.
We want you to have the information you need to get started on our XtdForce platform and begin processing orders right away. Check out the Getting Started video at left for a high-level overview and click the button below to download our Getting Started Guide!
FAQs
Reviewing Results
Delivery times for our background checks vary depending on the type of searches run. While some searches can complete within seconds, some searches like County Criminal Court Searches may take longer due to the depth of the search. Most results will begin to populate within 24 hours to 3 days on average.
Keep in mind: To gain access to the detailed results of your background check, we must first credential your account. The account credentialing process typically a short time – depending on the clarity and completeness of the information you provide during registration
You may verify the status of your order by Searching for your individual on the People tab. Once you locate your individual, you may view the status of your order by clicking the down arrow on the right side of the screen to expand their record.
To gain access to the detailed results of your background check, we must first credential your account. The account credentialing process typically takes a short time – depending on the clarity and completeness of the information you provide during registration. If you would like to begin this process or have questions you may contact us at 866-237-2135 or via email to XTDForceCustomerCare@fadv.com
You may refer them to the Candidate Center https://fadv.com/candidates/ for more information
Account & Billing
To log into, use the same user ID and password you set during the account registration process. If you’ve forgotten your password, please enter your email address on the Forgot Password link. You’ll receive an email with instructions to reset your logon. If you are still having trouble, please contact our Customer Care at 866-237-2135 or via email to XTDForceCustomerCare@fadv.com and we will get you taken care of quickly.
You may change your logon credentials, by accessing your user profile within the Administration Page.
Billing inquiries may be sent to billing.support@fadv.com or you may call us at 855-514-4294.
We want to ensure your payment goes through before you or your candidate spend time providing their information.
Using XtdForce FAQ
Ordering multiple backgrounds is simple and easy. Once you save your method pf payment you need only enter your candidates name and email, select your package and checkout. The process will allow you to stay in the ordering flow to complete your transactions.
You may verify the status of your order by Searching for your individual on the People tab. Once you locate your individual, you may view the status of your order by clicking the down arrow on the right side of the screen to expand their record.
Email recipients will receive a total of 3 reminder emails every 24 hours, or until the individual begins the process. Once the individual begins, they will receive a reminder 72, 48 hours, and 24 hours before the invite expires. Once the profile is completed, all remaining reminders will stop.
While viewing the candidate background check results, we will show you the most important information that was used in the background check including the individuals name, truncated date of birth and SSN, as well as the addresses provided.
Errors are usually caused by a problem with your browser’s cache. Try doing the following:
- If you are using Google Chrome, try using an incognito window.
- Clear your cache and cookies
- Try a different computer or mobile device and try again.
- If none of these steps fix the problem, contact our Customer Care teams at 866-237-2135 or via email to XTDForceCustomerCare@fadv.com for assistance.
Drug Screening
Drug Screens are ordered as a part of the screening package you select to place for your individual.
Next, the individual will receive an email invitation where they will provide consent, select a testing location, and schedule a date and time to provide their specimen.
The specimen is sent to the testing laboratory, the laboratory sends the results to the Medical Review Officer, and the results are reviewed, verified, and posted.
Missing a deadline for testing will result in a “Rule Violation” and a Needs Review status. A no show will result in a non-Compliant status. These are final statuses, and do not allow for Drug Screens to be reordered.
Turnaround times depend on when the individual provides their specimen. Once a specimen is provided the test results are typically returned within 3 to 5 business days.
If any further testing is required, results may take up to 10 business days to return.
Rule Violations is when an individual misses their testing deadline. Testing deadlines are set by your program owner. These are final statuses, and do not allow for Drug Screens to be reordered.
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