Xref Support to help with questions about the platform

General

How will the Xref process work for me?

Your potential employer is using Xref to collect written references from your former employer. To get started, you will need to click the link in the email sent to you by Xref.

Once logged in, you will need to confirm:

Your details
The name, email and phone number of your references, and the dates you worked with them.

Please let your references know that they will also receive an email from Xref.

Who should I put as my reference provider?

Your prospective employer will decide how many references you will need to provide. They should also provide guidance on who they should come from (for example, they may request a professional reference from a role within the past two years). This instruction will be detailed in the first email sent to you by Xref.

What happens once the reference has been completed?

Both you and your prospective employer will receive an email notification that the reference has been submitted. The employer will then be in touch with you regarding the next steps in the hiring process.

Can you contact my reference by phone?

Xref does not collect phone references. Your prospective employer requires written references for their records. Xref provides your prospective employer with the technology to quickly and securely request and receive these references.

How do I stop reminder emails being sent to me or my reference?

Please contact our friendly customer support team below, we will happily switch off any automated emails for you or your reference.

My reference is sick or on holiday and will not be able to complete my request until a later date, what do I do?

The great thing about Xref is that your references have the freedom to complete their feedback in their own time when it is most convenient. However, we do suggest that you keep your prospective employer updated with an estimated time and date of completion as they may be eager to progress your application.

Technical help

Why can't I access the login link?

There may be a number of reasons why a link cannot be accessed. If you can't access the login link, please try the following:

Check that you have an internet connection
Web Browser - update your browser or use an alternative. Google Chrome, Safari, Firefox and Internet Explorer (10 and above) are all compatible browsers
Cookies - Delete your cache and cookies. This will be in your browser settings
Try accessing the link on a different device

If you are still having trouble, please contact our Customer Success team by submitting a case below using the same email address used to log into Xref.

I entered the wrong information in step one - how do I amend this?

Once the information in step one is submitted it cannot be edited. However, the reference provider has the opportunity to edit any of the information you entered such as job titles, dates, and company name. You can let them know if you have made a mistake so they can correct this.

My reference provider has not received an email from Xref, where is it?

Please ensure that the email has not gone into their junk folder. If it is not there, please contact Customer Success below and we can resend from an alternative email provider.

My reference has been listed as 'Unobtainable', can they still provide a reference for me?

Yes, the link will remain active for them and they can complete the reference at any time via any of the links we have emailed to them.

My link is invalid/expired, what do I do?

Please try clearing your cache data/cookies and browsing history, if this does not resolve the issue, try accessing Xref via a different device (Xref is compatible with all devices).

How do I track the progress of my reference?

Follow any of the login links Xref has emailed to you. Once logged in you will see the progress of each of your references. Xref will send you a confirmation email once the reference is complete.

How do I update/replace my reference?

To update/replace a reference within Xref, simply follow any of the login links Xref has emailed to you. Within the platform you can replace details and add new referees. Once you have entered the new information, you can review and then submit the updated details. Xref will then immediately email a reference request to the new contact.

I have withdrawn my application - how do I cancel the request?

Please contact the organisation that has requested your references, the request can be deleted from their end. Once a request has been deleted, all email notifications will be switched off.

I cannot find my email from Xref asking me to provide my reference details.

Please check your spam/junk folder to ensure your Xref invite has not been filtered into it. If you cannot find an email from us please contact our support team with your details (name and email address) and we will look into it for you.

General

How will the Xref process work for me?

You have been nominated to provide a written reference for a former employee/colleague.

The potential employer has chosen to use Xref to gather your feedback - a secure platform that ensures your opinions will arrive without misinterpretation or amendment.

To provide feedback, please click the link in the email sent to you by Xref.

From within the platform, you will be asked to:

Confirm your details
Confirm the dates the candidate worked with you
Provide feedback regarding the employment history of the candidate

Once complete, the employer and candidate will be notified.

If, after 3 days, the reference has not been completed, the candidate may choose to nominate an alternate reference.

The details listed about me are incorrect (i.e Organisation, Job Title, etc).

You have the ability to amend any of the details presented to you at this stage of the reference process, simply click on any of the text fields that require editing, delete the current information and enter the correct details.

Technical help

I am having trouble accessing the link

There may be a number of reasons why a link cannot be accessed. If you can't access the login link, please try the following:

Check that you have an internet connection
Web Browser - update your browser or use an alternative. Google Chrome, Safari, Firefox and Internet Explorer (10 and above) are all compatible browsers
Cookies - Delete your cache and cookies. This will be in your browser settings
Try accessing the link on a different device

If you are still having trouble, please contact our Customer Success team by submitting a case below using the same email address used to log into Xref.

It will not let me submit my reference

Please make sure you have answered all the questions asked. If there is a drop down and text question, you will need to rate and comment to submit. Finally, make sure you have ‘Reviewed’ and then 'Submitted' your reference by clicking through to the submit page.

I accidentally declined, how do I restart the process?

Please go back to the email from Xref and you will be able to re-access the original link and complete the process.

I’ve been told I will receive an email from Xref to provide a reference but nothing has come through yet.

Please check your junk/spam folder to ensure your Xref invite has not been filtered into it. If you cannot find an email from us please contact our support team with the name of the candidate you are providing a reference for as well as your name and email address, this will allow us to look into the matter for you.

Providing feedback

This is against company policy, what should I do?

The prospective employer requires written references for their records. If you are unable to engage in the process please click on the ‘decline’ link in the email or from within the platform and the candidate will be asked for details of an alternative reference.

Can I find out more information about the company/role the candidate has applied for?

Xref is not part of the prospective employer’s decision making process and any information shared would have to be at the discretion of the employer or the candidate. If you need more information, please speak with the candidate directly.

Can you contact me by phone?

The prospective employer has chosen to gather written feedback on the candidate for their records. The advantage for you is that you can complete the reference in your own time and with the peace of mind that your thoughts and opinions will arrive securely, and without amendment or misinterpretation. Should you not wish to engage in the Xref process please click on the decline link in the email and the candidate will be asked for an alternative referee.

Users

How do I create a new user?

Account administrators are able to set up new users and deactivate anyone who is no longer using the account.

Once logged in, the account admin will need to click on the settings/gear icon in the top right- hand corner and select 'Manage Users' then 'Create New User' (again, in the top right corner).
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Simply follow the prompts to submit the new user’s details. If you would like to find out who within your account has administrative access please contact your Customer Success Manager.

For Enterprise users:

‍Account owners and administrators are able to set up new users and deactivate anyone who is no longer using the account.  Once logged in, the account owner or admin will need to click on the company name in the top right-hand corner and select ‘Organisation Settings’, then ‘Users’, then ‘Invite User’.

Simply follow the prompts to submit the new user’s details. If you would like to find out who within your organisation has administrative access, please contact your Customer Success Manager.

How can I edit the email address I have entered for my candidate?

If the candidate has not received an email due to an incorrect email address, please delete the previous request for references and create a new request with the correct/updated email address.
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You can do this when you log into the Xref platform. You will receive an automatic reimbursement upon deleting the initial Xref request.

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My candidate is yet to receive an email from Xref

Please ensure that your candidate has checked their spam/junk folders for any correspondence from us. If nothing is discovered please ensure that you have used a valid email address for their request. If the email address is valid, please contact our friendly Customer Success team and we will look into the matter for you.

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Surveys and Questionnaires

How do I set up a new survey template?

You can upload a new reference questionnaire by logging into Xref and going to the ‘Questionnaires’ page. You will be able to review the different questionnaires (templates) you currently have set up and upload any new ones you would like to have included.

For Enterprise users

You can create new Reference, Pulse and Exit surveys by logging into Xref and going to the Surveys page. You will be able to review the different surveys (templates) you currently have set up and create any new ones you would like to have included.

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How do I change an existing survey template?

If you want to make any changes to a reference questionnaire (template) that is already set up, simply navigate to the ‘Questionnaires’ tab and click on ‘New Questionnaires’. Here you can upload a document that details the name of the questionnaire and the questions you would like to edit, remove or add.

There is no limit to how many questionnaires you can have on your account. For best practice tips or advice on questionnaires, please contact your Customer Success Manager.

For Enterprise users:

‍ If you want to make any changes to a Reference, Pulse or Exit survey that is already set up, simply navigate to the survey tab. If the survey is yet to be used you will be able to edit it by clicking the 3 dots and select ‘Edit Survey’. Once it has been used please select ‘Duplicate and Edit’.

There is no limit to how many surveys you can have on your account. For best practice tips or advice on surveys, please contact your Customer Success Manager.

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Managing your Xref requests

How do I cancel or delete a reference?

If an Xref request is ‘Pending’, you have the option to delete or cancel the request.
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You can only 'Delete' an Xref (and be reimbursed) if the candidate has not already entered the details of their reference provider and it is within 21 days of the request date. If they have entered their details, the only option will be to ‘Cancel’ the request. This will ensure no more automated reminder emails are sent out.
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Once a request has been canceled, it will move to the ‘Archived’ section.

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Can I replace the candidate’s reference provider?

Only candidates have the ability to replace their unresponsive or declined reference provider by following any of the login links Xref has emailed to them.
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Once they have entered their details, the new reference will immediately receive an email from Xref. You can track all of these changes in the Lifecycle section. To see the Lifecycle, simply click on the candidate’s name in the ‘Xref Requests’ page.

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How can I track the progress of a reference?

All Xref references have a Lifecycle that logs all activity associated with a reference request. This includes updates on your own activity, as well as that of candidate and reference provider. It also tracks and records all automated reminder emails that are sent.
To see the Lifecycle, simply click on the candidate’s name on the ‘Xref Requests’ page. You can view all status icon definitions from the ‘Xref Requests’ page, by hovering over the 'References’ information icon.

For Enterprise users

To see the Lifecycle, select the candidate name on the requests page under the references tab. On the bottom right hand corner of the pop up screen, click ‘Xref Lifecycle’.

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Can a candidate add additional references to a request that has already been completed?

If a reference isn’t suitable for any reason, you can ask from within the platform for your candidate to submit new referee details. It only takes a few clicks!

What does ‘Unobtainable’ mean?

'Unobtainable' means that all reminder emails have been sent to the reference but they have not completed the check. The candidate is encouraged to either follow up with their chosen reference or submit details of an alternative person.
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Even when an Xref is ‘Unobtainable’ the referee’s login link will remain active and, if the reference chooses to, they can complete the check as normal.

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Do candidates and references receive reminder emails?

Yes, for reference checks, automated reminder emails are sent to both candidates and references.
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Once your request is made, the candidate is immediately emailed and asked to provide details of their previous employers via Xref. If candidates do not action this initial request they will receive reminder emails after 24, 36 and 48 hours.
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You, as the employer, will receive notifications alongside these emails so that you are aware of any delays in the process.
It is important to prepare your candidates and bring them up to speed with the Xref process before making a request, so they can immediately action the email and ensure references are returned quickly.

For Pulse and Exit Surveys, reminders are also sent to survey recipients 24, 48 and 72 hours after an organisation makes the request.

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I can’t find a candidate in the system, what do I do?

Please ensure you adjust the date parameters accordingly and also check if the request is in the 'Archived' section. If you are still unable to find the person you are searching for, please contact Customer Success.

2024 Highlights: HR and Recruitment Trends That Defined the Year

Find the answers you need

General

Technical help

General

Technical help

Providing feedback

Users

Surveys and Questionnaires

Managing your Xref requests

Didn't find the answer you were looking for?

Recruit, retain and remember talent with Xref

2024 Highlights: HR and Recruitment Trends That Defined the Year

Find the answers you need

General

Technical help

General

Technical help

Providing feedback

Users

Surveys and Questionnaires

Managing your Xref requests

Didn't find the answer you were looking for?

Recruit, retain and remember talent with Xref

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