I paid using a different email account or phone number?

If you made payment using a different email address or different phone number from the one you used to create your Worker Checks account, don’t worry — this is common and easily fixed by our team.

💡 Why This Happens #

Our system automatically associates your purchase and “check token” with the email address and phone number used at checkout.
If you log in or create your account with another phone number, the system won’t recognise your payment or display your action to commence check in your portal.

⚠️ Sometimes it’s not your fault.
One-click payment methods like Apple Pay or Google Pay may use an old or alternate email or phone number linked to your digital wallet — different from the one on your Worker Checks account.
This can cause your payment to be assigned to a different profile.

🧭 How to Fix the Issue #

1. Start a live chat using the chat feature.
2. Type “Talk to human” to reach our support team.
3. Provide the following details:
   • The email address & phone number used for payment
   • The email address & phone number linked to your Worker Checks account
   • (If relevant) The payment method used – e.g., Apple Pay, Google Pay, PayPal, etc.
4. Our team will verify your details and re-link check to the correct account.

Alternatively, you can email us at [email protected].

🔒 Security Note #

This process is manual by design for your protection.
We’ll confirm both email addresses belong to you before transferring or linking any data.

🧾 What We’ll Do #

• Re-associate your check token and payment with your correct Worker Checks account
• Send a new confirmation or invitation email to your registered account
• Ensure your check and results appear in your secure Worker Checks portal

Once completed, you can continue your verification process as normal.

Still Need Help? #

We’re happy to assist you in understanding your results and next steps.