What happens when a referee's contact details are wrong?
Here's an overview of what happens when a reference request can't reach a referee because of an incorrect email address or phone number, and how the candidate can correct it.
Candidates sometimes mistype an email address or autofill their own phone number by mistake. When a reference request can't be delivered because the email bounced or the phone number is invalid, Refapp now asks the candidate to correct the contact details.
You no longer need to find the error and resend the request yourself.
1. Refapp tries all channels
If the request reaches the referee through at least one channel, nothing changes. For example, if the email bounced but the SMS was delivered, you won't receive a failure email and the candidate won't be contacted.
2. The candidate is asked to correct the details
If all channels fail, the candidate receives an email and an SMS with a link. The page shows which contact detail failed and why, and the candidate can enter a new email address or phone number.
3. The request is sent to the referee again
Once the candidate saves the new details, the reference request is automatically sent to the referee again. You don't need to resend it manually.
4. You can follow the status in Refapp
While you wait, the referee card shows "Waiting for the candidate to correct the contact details since …".
What happens if the candidate doesn't correct the details?
If the candidate hasn't corrected the details within 24 hours, or if the new contact details also fail, the referee is marked as unreachable.
You'll then receive one email about it. The notification also appears under the bell in Refapp and in your daily summary.
From there, you can update the referee's contact details yourself, request another reference from the candidate or add a referee manually.
When is the candidate not asked?
In some cases, the notification still goes directly to you, as before:
- The referee was added by a recruiter, not by the candidate.
- The message was blocked, for example by a spam filter, rather than failing because of an incorrect address or number. Read more in How do I act if I suspect that an email has been blocked by spam filters?
- The referee is part of an Employment history verification (EHV) or CQC reference check.
Frequently asked questions
Will I receive an email every time a message to a referee fails?
No. You only receive an email if the referee can't be reached through any channel and the candidate hasn't corrected the details within 24 hours, or if the new details also fail.
Do I need to log in to Refapp for the request to be resent?
No. The candidate corrects the details and the request is resent automatically, so this works even if you mainly work from your ATS.
Can I share information about this with our candidates?
Yes. You can share the article How do I correct my referee's contact details? with your candidates.