Horizon Payroll FAQs

Screening FAQs

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I forgot my password. How do I access my account?

It's very simple! Click on our “Forgot password?” link under the login box on the homepage. After submitting your e-mail address, an e-mail with a link will be sent to you. This will allow you to enter a new password and will give you access to your National Crime Search (NCS) account.

Which search package should I use?

NCS offers many search packages and options. Try to match the package to the position for which you’re hiring. Don’t spend more money than necessary, but make sure you order a package that includes the information needed to make a good hiring decision. For example, if the applicant will be driving for the company, order a package that includes a Motor Vehicle Report (MVR). It’s also good to include a County Criminal History search in your search package. For additional information, you may view our Package Comparison Chart or contact NCS for more information.

How long does it take for me to receive my search results?

Many search results are available instantly or within minutes; however, many of our services require hands-on research by one of our court researchers. Even though most county criminal searches are returned within a few days, some jurisdictions may take up to 3 – 4 business days. Please refer to the search details by clicking on the specific link for more information.

How long does it take to receive non-instant search information?

There are three common non-instant searches. County Criminal History searches may take up to 3 – 4 business days. Motor Vehicle Reports typically take less than one business day except for a few states that take longer. Pennsylvania, for example, takes 10 business days. Employment Credit Reports are typically available in less than an hour. Please refer to the search details by clicking on the specific search link for more information.

Are Social Security Numbers used when searching for criminal records?

No. Typically, criminal record information is located by a Name - Date of Birth (D.O.B.) match. Social Security Numbers (SSN’s) are often required for some of our packages to help validate the SSN and to provide a list of known names or addresses to help better identify the applicant; however, criminal records are typically filed by Name and D.O.B. Because of the sensitive nature of SSN’s, jurisdictions don’t want to make SSN’s public record.

Is there a monthly fee or a minimum charge?

No. NCS does not charge a monthly fee. You only pay for the searches you run and there are no minimums.

What are my billing options?

You may pay for your NCS services via credit card or ACH / electronic check. NCS bills on a monthly basis. You may also be billed through one of our NCS Partners. Please contact them for more details.

How do you validate my credit card information?

Once you have completed the credit card form below and submitted the information, NCS will issue an AUTH request to validate your credit card. During that validation process, a random AUTH amount will be sent to the processor, not to exceed $200. This is an authorization only, not a charge, and will be voided automatically if the card is valid and the process can be completed. NCS has been informed that for some credit card companies, this authorization may remain on your online statement for more than 48 hours before it is removed.

Also, in some rare instances, the credit card company may refuse the authorization with a “Do Not Honor” message. This will cause your billing information to fail and not be saved properly. In this instance, please contact the bank issuing the credit card and notify them of your intentions of an upcoming charge from National Crime Search. They should be able to flag NCS as an approved vendor. Once you have done this, please return to your account billing information screen and re-run your credit card.

Should I rely strictly on a database search when making an employment decision?

No. NCS provides full service employment screening services. Our instant searches are outstanding screening tools, but they are only part of what we’re able to provide. In addition to the multi-state database searches, you should also consider a County Criminal History Search. As an employer, you should also familiarize yourself with Fair Credit Reporting Act (FCRA) requirements.

How often is your information updated?

Our databases are updated frequently. You can view our “Coverage Area” page for details once you create an account and log in to the site.

How long will my completed reports be available on the NCS site?

Your completed reports will be available online for at least six months, but we will occasionally be required to archive them. To be safe, you may want to save the PDF version of your reports.

Do I have to receive a signed authorization form before running a search?

Yes. As an employer, you must follow FCRA rules and you should always have the applicant sign an authorization before running any background search.

How long should I keep my signed authorization forms?

We recommend that you keep the forms on file for at least five years.

What do I do if I choose not to hire an applicant based on their search results?

Familiarize yourself with the FCRA requirements. A Pre-Adverse Action Letter and/or an Adverse Action Letter may be required. The NCS site will help you generate this information, but you are ultimately responsible for following the FCRA rules and regulations.

How do I get more information about the FCRA?

More information regarding the FCRA is available on our Forms & Downloads page and on our Links & Resources page.

Can I add other employees to my account?

Yes. You may add additional users to your account. They will have the ability to run searches and obtain the information if you so choose.

What does Nolle Prossed or Dismissed mean?

This typically means that the prosecution elected not to prosecute the person and the charges were dropped.

What does it mean to be an adjudicated delinquent?

An adjudicated delinquent is a youth who has been found guilty by a judge of committing a delinquent act. The court can commit an adjudicated juvenile or place the juvenile on community control.

LifeLock FAQs

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How do I take advantage of the discount if I am an existing member?

As an existing LifeLock member, you must enroll through the benefits program in order to receive the special pricing. You will automatically be upgraded or downgraded to the coverage level elected through the benefits program. If you have dependents on your existing account, be sure to add them to your new benefits membership. Additionally, you can add any new dependents and they will become effective on your benefit effective date.

You do not need to cancel your existing membership. As an existing LifeLock member, your account will simply transition to a benefits membership on your benefit effective date. This will occur automatically in most circumstances. You will receive a refund from LifeLock for any remaining balance on your existing membership. The refund will be refunded directly to the credit card on file within 30 days of your benefit effective date.

I started my enrollment, but the enrollment timed out. How do I finish applying?

Once you complete step one of the enrollment, your enrollment information is saved into the system. You can finish your enrollment by clicking on "Log In." From there, you will enter your email address and the password you created in step one. Once you are logged in, the enrollment will direct you to pick up where you left off.

I forgot my password for the enrollment site. Is this the same as the password for LifeLock.com?

The password used for the enrollment site may be different than what you use to access LifeLock.com. In order to reset your enrollment site password, click on "Log In," and then "Need Help Logging In? Click Here." To reset your LifeLock.com Member Portal password, you will need to contact LifeLock Member Services at 800-607-9174.

How do I determine the LifeLock service I currently have as a retail member?

The Excelsior Enrollment Support Specialists do not have access to view your current LifeLock service or pricing. To determine what level of service and pricing you have currently, please call LifeLock Member Services at 800-607-9174.

How can I change my LifeLock service?

After you have enrolled with LifeLock Benefit Solutions, you can simply login to make changes to your membership. Please contact your group administrator to verify if changes can be made any time during the year.

How do I add or remove dependents?

After you have enrolled with LifeLock Benefit Solutions, you can simply login to make changes to your membership. Please contact your group administrator to verify if changes can be made any time during the year.

Is my adult dependent eligible for protection?

Under the LifeLock Benefit Solutions membership, your adult dependent is eligible up to age 26. Any dependent age 18 to 26 will receive the same level of protection as the primary member.

Where can I go to update my personal information such as name, address, email address and phone number?

After you are enrolled with LifeLock, you can only make changes to your personal information by contacting LifeLock directly. Certain changes can be made by accessing your LifeLock.com member portal, while other changes require you to speak to a LifeLock Member Services representative at 800-607-9174.

I use a credit card to pay for all or a portion of my LifeLock Benefit Solutions membership, but that card is no longer valid. How do I update my credit card information?

To update your payment information, simply login to your enrollment and access the "Billing Information" tab. From there you can click on "Modify Your Payment Method" and enter a new credit card. After the new card is entered, be sure to click on "Use This Card." If any amount is past due, you will be prompted to pay the past due amount.

What will I receive when my membership becomes active?

New LifeLock members will receive a series of emails from LifeLock on your benefit effective date. Additionally, you will receive welcome emails for each of your dependents. Adult dependents should login to LifeLock.com and update the email address and phone number to their own contact information. Minor dependents will simply be included on the login for the primary member.

In most circumstances, existing LifeLock members will not receive welcome information, and will continue to use the same login information that they had used in the past.

If I leave employment, can I keep my LifeLock benefit?

Yes. LifeLock does offer the ability to continue to receive LifeLock at a discounted rate by signing up through the continuation program. You will need to re-enroll for the benefit, but you will have access to the discounted rate.

I wish to terminate my LifeLock membership. Whom do I contact?

In most instances, you will need to contact your group administrator as this change affects billing.