For the complete documentation index, see llms.txt
For the complete documentation index, see llms.txt
Zinc
Help center
Why Can't I Access or Complete the Criminal Record Check?
If you cannot access your criminal record check (DBS), there may be a few reasons as to why.
## The identity, right to work, or address checks aren't completed
The identity check and address check are required for the check to be submitted so you need to complete these first, before doing the criminal record check.
This is the main reason why the criminal record check can't be accessed.
## There is an issue with your identity or address check
The next reason it could be blocked after you've completed your identity and/or address check is that there is an issue with one or both of these checks from your submission.
Check your [notifications](https://app.zincwork.com/notifications) on Zinc or check your email to see if you have any notifications about either of these checks as you may have been asked to resubmit these checks.
If you can't see anything, you can check with our Customer Support team to see if there's anything you need to do.
## These checks are still processing
Your identity, right to work, or address checks might still be pending, which can block the process.
Once those checks are completed, you will be notified via your notifications on Zinc or your email.
After this, you can come back into Zinc and complete your criminal record check.
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If this is not a DBS criminal check and you are not able to click into this, it may be because it's in progress already and will look like the below.
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If you have any further issues, please [contact](https://help.zincwork.com/hc/hm54ky7yrc/article/0b31f61a-how-to-contact-customer-support-at-zinc-live-chat-email-and-account-manager-information) our Customer Support team for further assistance.
