How to Reset Candidate Details After an Identity Check Mismatch in the DBS Process

When a candidate's identity check fails because their personal details don't match their ID document, you can now reset and re-request those details directly — without going through our Support Team. ## When This Applies The reset option appears on the ID check card on the candidate's report when Entrust returns a name or date of birth mismatch — for example, "The date of birth provided doesn't match the one listed in the document." You'll see the specific field that failed, what the candidate submitted, and what Entrust read from their document. This reset is only available before the criminal check has been submitted to the DBS. It does not apply to document strength failures (expired document, poor scan quality) — those are handled separately. ## How the Reset Works **First mismatch — automatic** On the first failure, the system automatically resets the candidate's details and sends them a reset email. You don't need to take any action. Both the **Confirm your details** and **Identity check** items on the candidate's checklist will show a **Resubmission needed** status, along with the mismatch detail as a read-only record on the ID check card. **Second and third mismatches — recruiter-triggered** If the candidate submits again and there's another mismatch, you'll need to trigger the reset manually: 1. Go to the ID check card with an **Action required** status on the candidate's report . 2. Review the mismatch detail — the field that failed, what the candidate submitted, and what Entrust extracted. This is read-only; no selection is required. 3. Click **Request resubmission** under **Your next step**. The candidate receives an automated email, and the reset is logged on the check card. **Reset limit** You have up to three resets per candidate check. The remaining count is shown at the point of action. After three resets, the action is no longer available and the case will need to go through manual verification. ## What Happens If the Reset Limit Is Reached If a candidate reaches three resets without a successful match, both their **Identity check** and **Right to Work check** move to **Action required, manual verification needed**. You'll receive an email prompting you to review the candidate's identity documents manually. See [When Recruiters Must Manually Verify Identity for UK DBS Checks](https://help.zincwork.com/hc/hm54ky7yrc/article/b3c54a7b-when-recruiters-must-manually-verify-identity-for-uk-dbs-checks) for the manual verification process. ## What the Reset Clears The reset clears the candidate's **name history** and **date of birth** in full — not just the specific field that was flagged. Address history is not affected and does not need to be re-entered. ## What Happens to Other Checks Any checks that depend on the candidate's details and haven't yet been submitted will show a **Waiting for updated details** status while the candidate hasn't resubmitted. Already-completed checks are not affected. Once the candidate resubmits, dependent checks resume their normal flow. ## What the Candidate Sees The candidate receives an email explaining that their details need to be re-entered. When they return to the request page, they'll see a screen telling them specifically what was mismatched and what they need to correct. They're then taken back through the **Date of birth** and **Name history** steps in full — their address history is saved and doesn't need re-entering. The specific piece of information that didn't match is highlighted, along with what they previously entered, so they know exactly what to correct.