To troubleshoot red "Not Found" license alerts in Passport, review the Verification Notes, update the provider's license data, and change the status to In Progress to document your investigation. Do not mark these alerts as Resolved. Common reasons for "Not Found" include invalid license numbers, mismatched license types, or insufficient data. Use Passport's filters to locate and address unresolved alerts. If updates are made, the system will re-verify the license automatically. For further assistance, review the verifier's notes or contact client support.
Steps to Resolve "Not Found" License Alerts
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Review the Alert Details:
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Check the verification notes for insight into why the license was not found (e.g., invalid license number, type mismatch).
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Update License Data:
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Verify and correct the provider’s license number, type, or issuer in Passport.
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Navigate to the alert, edit the license information under "Client Provided Profile Data," and click Save.
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Change the Status to In Progress:
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Use the "In Progress" status to document your investigation.
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Avoid marking these alerts as "Resolved."
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Automatic Reverification:
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Once updated, the system will automatically reverify the license.
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Tips for Common Issues
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Invalid License Numbers: Double-check for typos or outdated numbers in your HR system.
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License Type Mismatch: Ensure the correct license type is selected. For example, "Licensed Clinical Social Worker" may differ from "Social Worker" in some states.
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Unknown Reason: If a license cannot be found even after corrections, consult the provider directly to confirm their credential.
Below are examples of the notes you may see in a "Not Found" license alert.
License number invalid
License number [number client gave] did not return a result on the [state board] website. A search done using [client name] on the [state board] website returned a result for [license type] [license number.] Since there is no relation between [client provided license #] and [board reported license #], we cannot confirm that these are the same license holders.
Explanation: Verifiers have marked the credential as Not Found due to the fact that the license number provided by our client does not match the license number we found on the source for an individual by the same name. We have built-in logic that will allow for some variation in the originally entered number and still return a found result. For example, RN1234 will still be found if the number is 1234. However, if the number is completely different such as Client Provided RN1234 and the source showed a license number 72923, we cannot return that license as found.
To Address: We encourage our clients to use these notes to review if a license number was entered in error and either edit the license data either in passport and/or the source of truth for credential data at your organization such as an HRIS to correct. Once we receive the update, we will re-verify the license and, if found, we will update the system accordingly.
License type mismatch
License type [passport] was not found on the [state board] website. The [state board] reported license type is [board listed license]. This license type mismatch caused a Not Found.
Explanation: the license type provided by the client does not match the primary source. We find this to be especially common in credentials that have a wide variation in names and levels such as Social Work. As each state's licenses may have a slightly different meaning for what's allowed within their practice. It is imperative that the exact license type is provided for each provider. For example, if the license type entered is "Licensed Clinical Social Worker" but the type on the board is "Social Worker," that often indicates a different level of education, practice hours, and authority.
To address: We encourage our clients to review if this is the correct license type and edit the license data either in passport and/or the source of truth for credential data at your organization such as an HRIS. Once we receive the update, we will re-verify the license and, if found, we will update the system accordingly. It will be important that you also determine the license type still meets the criteria for the provider to perform their responsibilities as well.
Not found/ Not clear why
License number [passport] resulted in not found on the [state board] website. A search was also performed using [client name] and the result was not found. A search was also performed using [client SSN] and the result was not found. A search was also performed using [passport license # minus prefix], taking the prefix from the original license number, and the result was not found.
Explanation: the license data is unable to be located on the primary source including additional attempts using name or variations of a license number. The verification team is unable to provide any additional context regarding how to locate this item.
To Address: We recommend you speak directly to the provider or follow your HR or Compliance plan to ensure the provider is properly credentialed to perform their responsibilities.
Reviewing Historical "Not Founds"
With this new functionality, we recommend that you review any previously revolved alerts that remain in a license severity of "Not Found".
To do this, begin by logging into Passport > "Monitor" > Filter Severity to "License - Not Found"
This will display all alerts that remain with a "Not Found" result. Click "View" to see additional notes from the verifiers in each alert. Once a license is found, the license will change from "Not Found" to it's new status based on the verification.
If you have any questions or feedback regarding the notes provided by the verification team, please reach out to support@providertrust.com or call at 615-938-7878 ext 1.