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 1-888-453-7889 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