What if the Secure Volunteer App can't find my card?

Why the Secure Volunteer Mobile App Can’t Find Your Card (and How to Fix It)

If you receive a message saying the Secure Volunteer Mobile App can’t find a matching card, don’t worry — this usually happens for one of the following reasons:

1. Your application has not yet been completed.

2. The organization you applied with has not yet approved your completed application.

3. The information entered in the mobile app does not exactly match what was used for your background check.

Follow the steps below to verify your information and successfully locate your card.

Step 1: Log In to the Applicant Portal

Go to applicant.bib.com and log in using your credentials.

Once logged in, click My Report to view the details of your background check.

At the top left corner of your report, you’ll see your registered name, the last four digits of your SSN, and your date of birth (DOB). Keep this information handy — you’ll need it to verify your app profile.

Step 2: Check Your App Settings

Open the Secure Volunteer Mobile App, then navigate to:

Settings → Account

Review the details listed here carefully.
All information — especially your first name, last name, DOB, and last four of SSN — must match exactly what appears on your background check.

Example:
If your background check shows the last name Tester but your app shows Testing, the card will not be found.

If you see any differences, correct them and then tap Save Changes at the bottom of the screen.

Step 3: Try Finding Your Card Again

Return to the app home screen and tap the Find Card icon.

Then select Don’t have a code? Find it here.

Make sure every field is entered exactly as it appears in your Applicant Portal.

⚠️ Important:
If your SSN was entered incorrectly, please contact us at applicantinquiry@bchex.io.
Once registered, the SSN field cannot be edited — your app profile will need to be deleted and recreated.

Step 4: Confirm Your Card is Found

Once your details match, your card should now appear successfully in the app!

You can return to the Home screen to view all your cards.
If you don’t see the new card right away, tap Refresh in the upper-right corner.

If you run into any trouble, please reach out to us at applicantinquiry@bchex.io.