Frequently Asked Questions

Client FAQs

I am locked out of my account. How do I reset my password?

  • You can select “Forgot your password,” and follow the prompts to reset your password. If you are unable to reset your password after following the prompts, please contact our Client Services Department at 888-643-5716 or email cs@edgeinformation.com.  Our Client Services Team will then troubleshoot the issue.

I logged into my company’s account, but it says the account is on hold. What do I do?

  • If your account is on hold, you will need to call our Client Services Department at 888-643-5716, and they will be able to direct you from there.

I need to order more drug screening supplies. What do I do?

  • You can call our Drug Screening Department at 1-800-679-8326 or send an email to drugmailbox@edgeinformation.com, and they will ship the new supplies to you.

How do I make a change to my existing package or service?

  • Please call 888-643-5716 and one of Edge’s Client Service Team will be able to assist you.

My applicant is wanting to obtain a copy of their background check. How do I obtain this information?

  • The applicant can call or email our Client Services Department at 888-643-5716 or cs@edgeinformation.com to request a copy of their background check. Our Team will verify the applicant’s identity and confirm a valid email address to which we will have a copy of the background check sent.

My applicant has informed me that there was inaccurate information reported on their background check. What do I do?

  • If your applicant feels that information was incorrectly reported on their background check, they can call our Compliance Department at 800-889-4473 to discuss opening a dispute, or they are welcome to email the Department at compliance@edgeinformation.com.

Applicant/Candidate FAQs:

What is the Fair Credit Reporting Act? Why are you pulling my credit?

  • The Fair Credit Reporting Act is a US Federal Government legislation that governs how Edge operates as a Consumer Reporting agency, which conducts background screening for employers. It is not required that a credit report be pulled for you to receive notification regarding the FCRA.

I would like to obtain a copy of my background check. How do I obtain this information?

  • You can call or email out Client Services Department at 888-643-5716 to request a copy of your background check. Our Team will verify your identity and confirm a valid email address to which we will have a copy of the background check sent.

There is inaccurate information reported on my background check. What do I do?

  • If you feel that information was incorrectly reported on your background check, you need to call our Compliance Department at 800-889-4473 to discuss opening a dispute, or you are welcome to email the department at compliance@edgeinformation.com.

What are your drug screening lobby hours?

  • Our drug screening lobby is open Monday to Friday, 8am to 4pm, excluding federal holidays.

I need to be drug screened/fingerprinted. Do I need to make an appointment?

  • You can walk into our lobby anytime during regular operating hours, and we will screen/fingerprint you.