Troubleshooting when Verified First Button is not Showing in Onrealm.org

If you cannot see the Screen with Verified First button on a Realm profile page, please follow the steps below in this order:

1. Install the Verified First extension
2. Update your browser
3. Check your screen resolution and size 
4. Enable background checks
5. Make sure you have the permissions to conduct background checks
6. Have your admin adjust responsibilities and grant permissions
7. Contact ACS 

Once the button is working, you can begin running background checks within Realm via Verified First.

1. Install the Verified First extension

Ensure that you have the Verified First extension properly installed. If you don't have the extension installed yet, click here and select the icon for the browser you are using for installation next steps:

Once you have downloaded the Verified First extension, you will need to grant access to your browser. This can look differently in each browser, but you might need to click on the green VF icon at the top-right of your browser window:

Or you may need to click a puzzle piece icon:

Click Add or Allow to grant permission to the extension.

After granting permission to the Verified First extension, go to your Realm profile to see if the "Background Checks" section and the "Screen with Verified First" button is available. 

2. Update your browser

The Verified First button works best with your browser's latest version. If you need assistance with downloading browser updates, use the following articles:

Google Chrome

Mozilla Firefox

Apple Safari

Microsoft Edge

Note: The Verified First extension is not available on Internet Explorer.

3. Check Screen Resolution and Size

Another reason the Verified First button might not be appearing could be due to your screen resolution. The Verified First button has a minimum screen resolution of 1280 x 720 pixels. Please check your zoom and screen resolution settings.

A quick way to test this is to zoom out using Ctrl + ( Minus ) or ⌘ Cmd + ( Minus ).

If the button appears after you zoom out, you will need to have your IT team adjust your computer's default screen resolution. 

Additionally, please ensure your browser window is expanded to full screen. If your browser window is too small, it might make the button disappear.

4. Enable Background Checks

If you have the Verified First Extension installed, and you still do not see the "Screen with Verified First" button, please review the following:

Ensure that you have been enabled to run background checks. Under the Admin tab, go to Manage Realm Account, and select Additional Features.

Ensure that "Background Checks" has a green "Enabled" next to it as shown in the picture below.

If you see "Learn More," by "Background Checks" instead of "Enabled," that means background checks have not been enabled on your account yet from ACS. If you have a Verified First account and it still says "Learn More," ACS is still processing your request for approval for background checks.

5. Make sure you have permissions to conduct background checks

You will also need the permissions to run background checks. Under the Admin Tab, go to Users & Permissions, and then select Responsibilities.

You can either add a new responsibility or edit an existing responsibility.

Ensure that View Background Checks and Edit Background Checks are enabled/allowed:

6. Have your admin adjust responsibilities and grant permissions 

If you cannot access "Responsibilities," please ask your Realm Admin to add the "Background Check" responsibility to your profile. If they need help doing so, refer them to the following instructions.

In order to add the Background Check responsibility to a staff user's profile:

Under the Admin tab, go to Users & Permissions, and select Staff Users. Select the user who needs the background check responsibility. Once added, please have the user do a hard refresh in their browser in order to have the new permissions take effect.

To learn how to hard refresh your webpage, click here.

Your user should now have the appropriate permissions to view and make Background Checks within Realm:

7. Contact ACS

If you still do not see the button, contact ACS to ensure that:

• You are in good standing with them (such as having no past due payments)
• You have enrolled in Auto-Pay
• ACS has on record that you have signed the Verified First Service Agreement

Contact Verified First Client Services if you are still unable to view the button.

The information and opinions expressed are for educational purposes only and are based 
on current practice, industry related knowledge and business expertise. The information
provided shall not be construed as legal advice, express or implied. 

If you have any further questions, or need a product enabled on your account, 
please contact Verified First Client Services for assistance.

Call 844-709-2708 or email clientservices@verifiedfirst.com