Link issues
Link expired
Links expire after a set time for security. Contact the organisation that requested the check and ask them to resend a fresh link.
Link goes to error page
The link may be incomplete. Check your email for the full link (sometimes email clients break long links across multiple lines). Try copying the entire link and pasting it into your browser.
Link says "already used"
You can only use each link once. If you need to resubmit, contact the organisation that requested the check.
Form issues
Form won't submit
Check these things:
- Have you filled in all required fields? (usually marked with asterisk *)
- Are date formats correct? (DD/MM/YYYY)
- Have you uploaded both ID and selfie photos?
- Try clicking submit again (sometimes it takes a moment to process)
Can't upload photos
Try these fixes:
- Check file size (photos should be under 10MB each)
- Check file type (JPG, JPEG, or PNG)
- Try taking new photos at lower resolution
- Try a different browser
Form keeps resetting
Prevent this by:
- Don't refresh the page while filling it in
- Complete it in one session (don't leave it open for hours)
- Make sure your internet connection is stable
Photo issues
ID photo rejected
Common reasons:
- ❌ Text not readable (too blurry, too dark, glare)
- ❌ Document edges cut off
- ❌ Photo at an angle
- ❌ Expiry date can't be read
- ❌ Licence/passport number not visible
Selfie rejected
- ❌ Face not clearly visible (too far away, bad lighting, sunglasses/hat)
- ❌ ID not readable in the photo
- ❌ ID covering face
- ❌ Wrong person holding the ID
💡 Quick photo tips
- Use good natural light (near a window, not direct sunlight)
- Place document on a flat, dark surface
- Make sure all four corners of the document are visible
- Keep camera steady and parallel to the document
- Check the photo before uploading - can you read all the text clearly?
Technical issues
Page won't load
Try these steps:
- Check your internet connection
- Try refreshing the page
- Try a different browser (Chrome or Safari work best)
- Clear your browser cache
- Try a different device
Buttons don't work
Try these fixes:
- Make sure JavaScript is enabled in your browser
- Try a different browser
- Try on a different device
- Disable browser extensions that might interfere
Page looks broken
Don't use Internet Explorer (it's outdated). Update your browser to the latest version or try Chrome or Safari.
Can I do this on my phone?
Yes. Most people complete checks on mobile. Use Chrome or Safari mobile browsers.
ID issues
ID expired
Driver licences must be current. Passports can be expired if within last 2 years. If your documents are older than this, contact us to discuss alternatives.
Don't have driver licence or passport
Contact us at support@employmentscreeninggroup.com or +61 1300 681 541. We can work with alternative ID in some cases (combination of documents like birth certificate + Medicare card + utility bill).
Name doesn't match
If your name on the check request doesn't match your current ID (name change due to marriage, etc.), contact us. We'll need supporting documents like marriage certificate or change of name certificate.
Still stuck?
If you've tried these solutions and are still having trouble, contact us. Our team can help you solve the problem.
Email: support@employmentscreeninggroup.com
Phone: +61 1300 681 541
Monday to Friday, 9am-5pm AEST
When contacting us, include:
- Your name
- Organisation that requested the check
- Description of the problem
- What you've already tried
- Screenshots if relevant (but don't send photos of your ID by email for security)