Understanding the Needs Attention status
If a background check gets returned with the status Needs Attention then some piece of information submitted for that background check is not valid or is incorrect.
Navigate to your contacts page to review all background checks that are in a status of Needs Attention.
You should first review the SSA-89 form that you have on file for the person who you submitted for the background check. Note: The SSA-89 form should be reviewed in detail with the person to ensure that their full legal name, their SSN and their DOB exactly matches the information on their social security card.
Where the information originally submitted on the form is incorrect, this should first be updated on Aspen iRecord®. You will then need to download a new SSA-89 form and have that completed according to the instructions on the form before uploading to Aspen iRecord® and then resubmitting the background check.
Where can I get the SSA-89 form I had previously used?
For your security, once uploaded, this uploaded form can’t be downloaded again. You should keep a copy of the completed SSA-89 form for your own records in the event you need to review at any point in the future.
Editing locked fields:
The legal names field of a contact are locked from editing after a background check has been submitted.
To allow legal name change to be updated on your Aspen iRecord® account, contact Aspen Grove Solutions Customer Care Team at https://customercare.aspengrove.net to discuss the information which is incorrect and now needs to be updated.
Tip: Once you have successfully updated the information, don’t forget to now resubmit the contact for a background check.