By default, when we need to collect additional information to process a report, we send an info request to the candidate. We’ll go into detail about that below. We also offer an alternative in which we send the info request to your account admins instead, giving them the opportunity to respond on behalf of the candidate.

Once we’ve sent an info request to your candidate, the status of their report will update to INFO REQUESTED. These reports are considered “Paused” because our compliance team can’t continue to process them until we receive the requested info. You can check on the progress of an info request by opening the report and referencing the Info Request section.

While we’re waiting for the candidate to respond, the info request will be in PENDING status. There is no action required from you, but you may choose to nudge your candidate and encourage them to provide the requested information. If they don’t respond within 14 days, the info request will expire and we will cancel the report.

Once the candidate responds by providing the requested information in their Yardstik profile, the info request will be in PROCESSING status. This indicates that our compliance team is attempting to process the report using the new information.

If all goes well and we are able to use the new information to process the report, our compliance team will update the info request to CLOSED with a sub-status of INFO PROVIDED. The report status will also update and will no longer be INFO REQUESTED.

If for any reason we still cannot process the report using the new information, our compliance team will mark the info request UNABLE TO PROCESS and send a new notification to the candidate asking them to reach out to our support team for more personalized assistance. If they do not respond within 14 days, the info request will expire and we will cancel the report.

If you see a status of CLOSED with a sub-status of INFO INSUFFICIENT, it means we have closed out the request that we were UNABLE TO PROCESS. If the candidate contacted support and got additional help, we will open a new info request to allow them to try again. You’ll see a new Info Request section appear where you can monitor the new info request.

If you see a status of CLOSED with a sub-status of NO RESPONSE, it means the candidate never responded to the info request. This will result in the report being canceled.

These are tracking elements within an info request that can help you identify the 'when' and the 'who' of the temporary information requested process.

If you have any questions, please message our support team directly using the chat icon in the bottom right-hand corner of this screen.