Why isnt my profile ready, and why havent I gotten any information about completing my background check?

Hi there, I got this message from the third party background check agency, "We apologize as we are also not seeing your file to do a check in behalf of Rover. Kindly contact Rover as the link to do the background check actually comes from them. All we do is complete the check from Rover. You may contact them at 1-[Edit: Rover’s contact options have changed. Visit the Rover Help Center at https://support.rover.com/ to find the phone number, help articles, or chat with the team] or click the link https://support.rover.com/hc/en-us for further assistance in getting background check link. Let us know if you need any help".

Can someone help me with this issue?

Thanks