My question hasn't been answered here, what do I do?

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 your organisation has 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

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. 

You can email our support team at: support@refnow.com

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

You can also contact the RefNow support team by phone if you would prefer to speak directly with a member of our team.

Call us on: +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.