If you cannot find the information you need in the Help Centre, the RefNow team is here to help. You can contact us using any of the support options below.
Contact Your Onboarding/Customer Support Specialist
If you are a RefNow client, your organisation will have been designated an onboarding or customer success specialist from the RefNow team, the quickest way to get help is to email them directly. They will already be familiar with your organisation’s setup and can provide guidance specific to your account as a priority. To find their email, consult the meeting invite from your last meeting or ask a team member for their contact.
Your specialist can help with complex questions that go beyond basic platform usage, such as best practices for managing reference workflows, configuring new teams or user roles, reviewing your account setup, as well as advising on additional features that may benefit your organisation.
If your request requires technical investigation or support from another team, your RefNow contact will coordinate this internally and ensure your request reaches the right people.
Submit a Support Ticket
If you are not a RefNow client, you can also submit a support ticket if you need assistance with an issue or have a specific question. Once submitted, your request will be reviewed by our support team and routed to the appropriate specialist for investigation, guidance or next steps.
To submit a support ticket you can email our support team at: [email protected]
Alternatively, you can submit a request using the support form here: Submit a Support Request
Chat With Our Chatbot
If you need quick assistance, you can start a conversation with our support bot. The support bot is available directly within the RefNow platform and the Help Centre.
You can find the chat icon in the bottom left corner of both the Help Centre and RefNow application pages. Selecting this icon will open the chat window where you can ask questions or search for relevant help articles.
The support bot can help you quickly find answers to common questions, guide you to relevant documentation, and point you toward the most useful resources in the Help Centre. If your question requires further assistance, the conversation can be escalated to a member of the RefNow support team who will be able to assist you further.
Call Our Support Team
For customers requiring urgent help, you can also contact the RefNow support team by phone if you would prefer to speak directly with a member of our team. Our phone number is: +44 (0) 20 3820 3614
Please note that our phone lines can be busy during peak times. If you are unable to get through immediately, we recommend submitting a support request or contacting your RefNow onboarding or customer success specialist instead. These channels often allow us to review your request more efficiently and ensure it is directed to the right person for investigation.
If you are unsure which option to use, submitting a support ticket or contacting your onboarding specialist is usually the fastest way to receive personalised assistance. Our team is always happy to help ensure you can use RefNow smoothly and efficiently.
Remember:
When contacting support, please include as much information as possible about your request or issue, so that we can understand the situation more quickly and reduce the time needed to investigate and resolve the problem. Where possible, please include information such as the page or feature you were using, the steps you followed before the issue occurred, the email address or candidate involved, and any relevant screenshots.
Things we can't help with:
Reference Verification: If you have received a reference from a company who uses RefNow as their Outbound third-party referencing service, and you wish the verify the validity of the reference, we unfortunately cannot help with this. RefNow is a third-party company and only provides standardised references with the information given to us by our clients, any verification of these references must be done directly with the supplying organisation not RefNow. These references are usually given with up to date information and shouldn't need additional verification, they are given in good faith, but RefNow not RefNow clients do not accept any responsibility or liability for any loss or damage caused to the addressee or any third party as a result of them relying on it.
Deleting Referees: If you are a candidate who wishes to delete a referee and does not have the ability as it has been restricted by your organisation, you should contact your hiring organisation to do this. RefNow cannot delete referees on your behalf, you should add an alternative referee with the correct details and ask your Hiring Manager to remove the old request.
Removing Personal Email Block: If you are a candidate who does not have the ability to add a referee email as it is a personal address and this has been restricted by your organisation, you should contact your hiring organisation to discuss this. RefNow cannot lift this block on your behalf, you should let your Hiring Manager know and they will remove it or provide you with alternative next steps.