Sometimes a background check will show a status of Cancelled. When this happens, Pinpoint will, where possible, tell you why, so you know whether any action is needed.
Most often this relates to identity verification (for example, an applicant opting out of, or being unable to complete, an ID step).
Finding the Cancellation Reason
Open the candidate's background check to view the check details.
If a reason is available, a yellow warning message will appear near the top of the drawer, with a short explanation of why it was cancelled.
ℹ️ Note
Not every cancelled check shows a reason.
A cancellation reason is only shown when the check was cancelled automatically by the provider (Certn).
You won't see a reason when:
Someone cancelled the check manually
The provider didn't attach a reason to that particular check (it isn't available for every check type in every scenario).
The check is old and its details are no longer available from the provider.
✅ Tip
Check the Identity Verification check for a cancellation reason if one isn’t showing on the OneID check.
Possible Cancellation Reasons
Depending on the check type, you may see one of the following.
Identity verification
Unable to verify the applicant's ID, which is required to run this check.
The applicant opted out of biometric data collection, so OneID could not be completed.
The applicant opted out of Non-Biometric Identity Verification.
The applicant opted out of biometric data collection and Non-Biometric Identity Verification.
The applicant was unable to provide the required identity documents.
The check could not be ordered because the applicant could not provide the required passport information.
See the Non-Biometric Identity Verification section for alternative ID verification results.
UK Digital Right to Work
The applicant did not complete the digital UK Right to Work check, as they don't have the necessary required documents.
The applicant opted out of the digital UK Right to Work check.
The applicant's ID could not be verified to the required UK Government confidence level.
UK DBS
The applicant did not provide the required consent for an Enhanced DBS check.
The applicant's government ID does not list their sex as Male or Female, which is required to process a DBS check. Please contact Support for help or alternative options.
US Criminal Record and Identity Documents
Discrepancies were found in the US Social Security Number (SSN) Trace.
Australian Checks
State agency verification is not available for Working with Children Checks in this Australian state.
The check was cancelled before the state road authority response was received.
The applicant chose not to provide their South Australia driving history report.
The applicant did not complete their application in the allocated time, so the check was cancelled in line with National Police Checking Service (NPCS) guidelines.
Other
Fulfilment could not be completed.
The check was not completed because an address in the required country wasn't applicable to the applicant.
Next Steps
Most cancellations happen because the applicant opted out of, or couldn't complete, a required step.
You can usually:
Re-order the check once the applicant is ready to complete it, or
Use an alternative where one exists (for example, conduct a manual Right to Work check if the digital one couldn't be completed), or
Contact the applicant to resolve the underlying issue (e.g. providing the right documents or consent).
If you're unsure how to proceed with a specific check, reach out to our Support team for help!