Troubleshooting DBS checks

Here are some handy tips if you volunteers are difficulties adding DBS details or completing the online form.

SignMeUp won't accept a DBS on the update service

If a volunteer reports that SignMeUp will not accept their DBS as registered on the update service there couple be a couple of reasons:

• In most cases it is because the DBS is not registered on the update service and the volunteer is mistaken in thinking it is. This is likely to become more of an issue as the DBS has changed the way volunteer DBS certificates are held on the update service and from 2025 users now have to log in to the update service and reactivate their volunteer subscription, whereas before it rolled over automatically.  A volunteer can check if there certificate is registered on the update service by logging in here to see their records: https://secure.crbonline.gov.uk/crsc/subscriber
• Details on the certificate do not match the details provided in SignMeUp.  If the name, surname or date or birth differ in SignMeUp to what is on the DBS certificate then the update service will say that they hold no record of this certificate. Check the name and date of birth the volunteer has provided against what is show on the DBS certificate.  If they match then the issue is most likely to be that the certificate is actually not registered.

A volunteer has missed information from their form or information is incorrect

When a volunteer registers for a role in your organisation which you have set to require a DBS check (and they are over 16 years old), SignMeUp will ask them to complete a DBS check.  If they have an existing check they can add the details to their application form, but if they don't they will be prompted to complete the form after submitting their volunteer application.

Until they have submitted this form only they can edit it.  If they realise they have made an error, or missed information, they need to log into SignMeUp and go to 'My Events' which can be found in the top right hand corner of the webpage.  The will then be able to find the DBS check link in the event they are volunteering for.  This link is only visible while the form is being completed.  Once they have finished the form and submitted it to your organisation for checking they are no longer able to edit the form.  As an admin you can see if the form is still editable by the volunteer as the status of the check will be 'awaiting volunteer information' 

Once the volunteer has submitted the form, the only way to make changes is by an organisation admin  who has DBS permissions.  You will need to navigate to the DBS check area for the volunteer (this can be done through the DBS check button on the navigation bar, or through the volunteers application form) and then click on the eye icon next to the check (the status should now be 'awaiting admin approval' or 'awaiting document check').  At the top of the form there is an 'edit form' button.

Clicking on this will take you into the completed form.  

Use the previous button to navigate back to the section where the information is missing or incorrect and make the necessary changes.  You will need to re-submit the form after you have made the changes.  The document check and submission for processing can then be carried out as usual.

DBS check hasn't been returned yet

Whilst it is common for online checks to be completed and the information retuned to SignMeUp within a matter of days, there are occasions when it takes longer.  This is normally and not an indication that the check will return with any indicative information about the volunteer.  Checks can take up to 60days to be processed.  You can see when the check was submitted in the volunteer's DBS check area.  If the submission date was more than 60days ago please raise a ticket with the support desk so we can make enquires with APCS, the DBS processing body.

Volunteer has incorrectly stated they are 'outside the UK'

If a volunteer has stated that they are outside of the UK and this is incorrect, please raise a support ticket and this status can be changed and a DBS check can then be proccessed.