My candidate hasn't received their login details

[CF]

In the first instance, please ensure the candidate has checked their junk/spam folders—the email may have gone there and sometimes will be automatically deleted after a certain number of days.

Please check the candidate's email has been entered correctly on the order:

1. Log in to the Verifile client portal;

2. Click on ‘Review Orders’ on the toolbar;

3. Locate your candidate by searching via name or VF number—Select All and Search;

4. Then click on the ‘Order number’, e.g., VF12345;

5. You'll then be able to see the email address for the candidate on this front page of the order.

6. Check this against your records to ensure it's correct.

If the candidate has definitely not received it, please contact our Client Services Team to request we resend the email.

You can also request an extension to the deadline for form completion if needed, so please include details of how long you'd like to extend the deadline by if needed (e.g. 'please resend the login details and extend the deadline by 7 days').

The team can be reached via Live Chat, and [email protected] or (+44) 01234 339300 (Monday - Friday between 8:30am - 5:30pm UK time).

Please note: If the order is due to be cancelled within the next day or two, we'd recommend calling the team, rather than emailing, to ensure we can immediately resend the logins and apply any required extension.

Once the deadline is reached and the order is automatically cancelled, we cannot reopen it and a new order would be required.

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