FAQS

How can we help you?

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 were employed by 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 2 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.

Technical Help

I am having trouble accessing 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 Customer Success 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 is not able to 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

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 has expired, what do I do?

Please contact Customer Success below.

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?

If you have withdrawn your job application, you will need to inform the prospective employer or recruiter you are dealing with directly, they can then delete the Xref request and yourself and your reference will no longer receive automated emails.

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.

Technical Help

I am having trouble accessing the link

There may be a number of reasons why a link cannot be accessed. If you cannot 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 (Version 11) 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 submit a case to Customer Success below using the same email address used to log in to 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 reaccess the original link and complete the process.

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' followed by 'Create New User' (again, in the top right corner) . Then 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.

Questionnaires

How do I set up a new reference template?

You can upload a new 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.

How do I change an existing reference template?

If you want to make any changes to a 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.

Managing Your Xref Requests

How do I cancel or delete a reference?

If an Xref is ‘Pending’, you have the option to delete or cancel the request.

You can only 'Delete' an Xref (and have the credit returned to your account) if the candidate has not already entered the details of their reference provider. 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.

Once a request has been canceled, it will move to the ‘Archived’ section.

Can I replace the candidate’s reference provider?

Yes, the Xref platform is SSL secure and ISO certified.

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.

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.

How can I track the progress of a reference?

All Xref's 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.

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

Yes, please let Customer Success know and we can unlock the request for you so the candidate has the ability to add another reference.

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 referee or submit details of an alternative referee.

Even when an Xref is ‘Unobtainable’ the referee’s login link will remain active and, if the referee chooses to, they can complete the reference as normal.

You can view all status definitions from the ‘Xref Requests’ page, by hovering over the 'References’ information icon.

Do candidates and references receive reminder emails?

Automated reminder emails are sent to both candidates and references.

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.

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.

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 candidate, please contact Customer Success.

General

What is Xref?

Xref is an online, automated reference checking platform.

References can be completed at any time and on any device, eliminating the the back and forth phone calls. Usually, feedback is submitted within 24-36 hours.

Candidates and employers are given complete transparency over the process, with progress updates available within the platform.

Upon completion, employers can view and securely store a record of the reference and access detailed reporting and analytics.

How does Xref work?

The Xref reference checking process can be broken down into four steps.

  1. The employer selects the reference template they want to use and the number of references they would like the candidate to provide and sends a request to the candidate.
  2. The candidate logs into the Xref platform, confirms their details and provides the details of their reference providers.
  3. The previous employer (reference) receives an email inviting them to provide feedback on the candidate online.
  4. The employer receives a notification once the reference has been completed along with a link to view the full report.
What questions does Xref ask?

The questions asked are determined by the employer but are checked by Xref for breaches in privacy and discrimination, and to help generate insightful responses.

Do references receive reminder emails?

References will receive a reminder email after 24, 36 and 48 hours if the questionnaire has not been completed.

What reference report formats are available?

Reference reports can be viewed within the Xref platform or exported as a PDF.

Can employers create custom reference templates?

Yes, our Customer Success team can review and optimize your existing questionnaire or work with you to build a new one from scratch. You can have unlimited reference check templates.

Setup and Support

How long does it take to get setup?

You can be setup within 24 hours after payment.

What support does Xref provide?

We offer 24-hour online support from Monday - Friday for candidates, references, and employers.

Compliance and Privacy

Where is your data stored?

All data is stored on Amazon Web Services (AWS), the world leading cloud-based storage provider.

Is Xref data secure?

Yes, the Xref platform is SSL secure and ISO certified.

Is Xref compliant with data protection laws?

Yes, we take our responsibilities under data protection legislation very seriously. Xref is GDPR compliant and complies with international privacy laws. Please check our Privacy Policy for more information.

Is Xref GDPR compliant?

Yes, our processes for collecting and storing data is fully GDPR compliant.

Didn't get your answer?

Contact Customer Success
Request a demo