Understand check and stage statuses

Read the status at the right level #

A check has an overall status and individual stages may have their own status. Completing personal details does not complete the check. A document capture can finish while its review remains pending. Always open the check to see the specific stage that needs attention.

Labels can differ between a customer view and an internal review queue. Use the explanation shown beside the current stage rather than interpreting a colour as an approval decision.

Applicant action versus review #

A request awaiting the applicant needs their participation. A correction or retake asks for a specific piece of information again. A stage in review means it is being assessed; uploading another file without a request can create unnecessary confusion.

ClearDBS’s identity workflow supports human review. A face comparison or document analysis result is supporting evidence, not a certified automated identity decision. Only the authorised workflow can record the required review outcome.

Submitted is not issued #

Submitting information for review is not the same as submission to DBS. A payment, a completed declaration or an internal stage transition does not itself prove that a live DBS request was accepted. Follow the product’s current availability and processing information.

A completed synthetic demo check is an illustration. It is not an official certificate, nor evidence of ClearDBS Responsible Organisation status.

Respond to a correction #

1. Open the exact check reference.
2. Read the stage message and requested correction.
3. Change only the requested information where possible.
4. Save or resubmit using the stage’s own control.
5. Confirm that the screen acknowledges the update.

If a status appears unchanged, reload the record once and inspect the latest activity. Avoid repeated submissions. Use Support with the reference and visible message, without sending identity documents through chat.

Detailed walkthrough #

1. Separate stage progress from outcome

Use the stage rail to identify incomplete work within this application. The number of completed stages measures workflow progress; it does not tell you whether DBS has issued a result. Read the summary for the current overall position.

2. Find who needs to act next

Read the status alongside any next-action information in Application summary. Work may be waiting on the applicant, organisation or ClearDBS. Contact the responsible party about the stated issue instead of repeating a stage simply because the check remains in progress.

3. Reconcile the list and the record

Match the check reference before comparing its list status with the detail screen. If information appears outdated, reopen the same record and check again. Include the reference and the status you see when requesting support, without copying personal evidence.

Practise this section #

Open Help & tutorials, select this guide and choose Start practice walkthrough. Read each highlighted component before continuing. Use Back to revisit an explanation and Retry if a sample has not loaded. The walkthrough uses fictional records; do not enter real applicant information.

Use Exit tutorial to leave and keep your place, then Resume walkthrough in this guide to continue. When returning from practice to a real workspace, review the actual record and your permissions before making a change. Tutorial completion does not perform the underlying task.

Before using this guide #

Open a check and its stage rail, then compare the summary with the corresponding card or table row. Always match the reference first.

Worked example #

A completed document stage with another outstanding stage is not a completed check. Read the next action to find who should act rather than asking for the documents again.

Guided component walkthrough #

Each component has one short guided step. Read the explanation, then choose Next; Back revisits the previous component. The cursor only demonstrates useful navigation or an explicit action. Replay action repeats that demonstration, and Skip animation keeps the explanation. Use this written guide for feature details.

Main walkthrough

Stage progress

• Stage progress: The rail counts the stages that are finished. That count is about the workflow, not about a DBS outcome.
• Current stage versus available stages: The stage rail shows where the application sits and the sections you can open. Read the current label first, then inspect an available stage without assuming that all future stages are unlocked.
• Separate stage progress from outcome: Use the stage rail to identify incomplete work within this application. The number of completed stages measures workflow progress; it does not tell you whether DBS has issued a result. Read the summary for the current overall position.

Status on the summary

• Status on the summary: Status says where the application is waiting and who it is waiting on, in the same words used across the workspace.
• Status and responsibility: A summary status explains the current workflow position. Pair it with the next action before deciding whether the applicant, your organisation or ClearDBS should act.
• Find who needs to act next: Read the status alongside any next-action information in Application summary. Work may be waiting on the applicant, organisation or ClearDBS. Contact the responsible party about the stated issue instead of repeating a stage simply because the check remains in progress.

Status in the list

• Status in the list: The Status column repeats that vocabulary for every check, so the table and the check itself never disagree.
• Reconcile the list and the record: Match the check reference before comparing its list status with the detail screen. If information appears outdated, reopen the same record and check again. Include the reference and the status you see when requesting support, without copying personal evidence.

Individual walkthrough

Stage progress

• Stage progress: The rail counts the stages that are finished. That count is about the workflow, not about a DBS outcome.
• Current stage versus available stages: The stage rail shows where the application sits and the sections you can open. Read the current label first, then inspect an available stage without assuming that all future stages are unlocked.
• Separate stage progress from outcome: Use the stage rail to identify incomplete work within this application. The number of completed stages measures workflow progress; it does not tell you whether DBS has issued a result. Read the summary for the current overall position.

Status on the summary

• Status on the summary: Status says where the application is waiting and who it is waiting on, in the same words used across the workspace.
• Status and responsibility: A summary status explains the current workflow position. Pair it with the next action before deciding whether the applicant, your organisation or ClearDBS should act.
• Find who needs to act next: Read the status alongside any next-action information in Application summary. Work may be waiting on the applicant, organisation or ClearDBS. Contact the responsible party about the stated issue instead of repeating a stage simply because the check remains in progress.

Status in your list

• Status in your list: The Needs you, In progress and Completed tabs sort your checks by the same status the check itself reports.
• Reconcile the list and the record: Match the check reference before comparing its list status with the detail screen. If information appears outdated, reopen the same record and check again. Include the reference and the status you see when requesting support, without copying personal evidence.

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