Troubleshooting

Try these steps:

Check you are using the email address associated with your organisation.
Use the Forgot password? link to reset your password.
Use the Email me a sign-in link option instead.
If you are locked out (too many incorrect attempts), wait 15 minutes and try again.

I'm seeing "That password isn't right"

Double-check your password. If you are unsure, use the password reset link. After six incorrect attempts in 15 minutes, you will be locked out temporarily.

Link issues

The link says "This link is no longer active"

This can mean:

The closing date has passed — the check is closed. Ask the employer for a new one.
The link has been withdrawn — the check was cancelled or the referee was replaced.
The link is not recognised — check you copied the full link. Whoever sent it can send a new one.
Too many attempts — wait an hour and try again.

I'm a referee and the link doesn't work

If you received a link but it does not work, the candidate may have replaced you, or the check may have closed. The candidate can send a new invitation if needed.

Referee issues

A referee says the invitation was not delivered

If the email address was correct, the referee should check their spam folder. If it still does not arrive, the candidate can replace the referee with a different email address.

A referee is marked as "undeliverable"

This means the invitation could not be delivered — the email address bounced, was blocked, or the recipient marked it as spam. The employer is notified and the candidate can replace the referee.

Report issues

I can't see the report

If the check is still in progress, wait for the referees to respond. Reports are generated once the required number of referees have replied or the closing date has passed.

The report shows "not yet run"

Some checks have not run yet. This is normal — checks run as data becomes available. If a check never ran, it means the data was not available at the time of processing.

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