Why Can’t I Clear My Candidate?
Do they have an unapproved risk raised against them? Candidates cannot receive any kind of clearance until risks have been signed off.
My Candidate Can’t Log In
Are their credentials accurate and up to date? All credentials in the application must match what the candidate is using to log in
Do they have access to the phone number associated with their application? They will need this to receive their 2FA code
My Candidate Can’t Complete Their ID/RTW Check
Are they stood in bright natural lighting? The images must be clear with no glare for YOTI to accept them. We advise using a high quality camera if available, holding the camera a foot away from the document to the image is clear and legible and holding the camera still whilst all images are taken.
My Candidate Can’t Submit Their Application
Have they completed all information, reviewed their submission and signed their consent? They must complete all these steps in order to submit.
My Candidate is Getting an ‘Unauthorised’ Error
Request they log out of their application and log in again. This error shows when the application has timed out due to inactivity.