My Referee Isn't Receiving Reference Request Emails

Most of the time, the email has gone to your referee's spam or junk folder, or the email address was entered with a typo. Work through the steps below, and if none of them help, our Support Team can resend the request for you. Your referee is emailed as soon as you request the reference, so if you've submitted it, the email has already been sent. ## Check the Email Address You Entered 1. Open your checks (see [How to Access Your Completed Background Checks on Zinc](https://help.zincwork.com/article/cc4dc62b-how-to-access-your-completed-background-checks-on-zinc)) and select **References**. ![my-referee-isn-t-receiving-any-emails-1](https://storage.googleapis.com/public-fini-assets/zincwork_hc_images/my-referee-isn-t-receiving-any-emails-1.png) 2. Choose the reference type the request was submitted under. 3. Compare the referee's email address against the one they've given you — look out for typos, old work addresses, or missing characters. ![my-referee-isn-t-receiving-any-emails-2](https://storage.googleapis.com/public-fini-assets/zincwork_hc_images/my-referee-isn-t-receiving-any-emails-2.png) If the address is wrong, add your referee again with the correct details. See [How to Add a New Referee in Your Reference Requests](https://help.zincwork.com/article/248eee57-how-to-add-a-new-referee-in-your-reference-requests). ## Ask Your Referee to Search Their Inbox Ask your referee to search their inbox **and their spam or junk folder** for: - An email from **checks@zincwork.com** - A subject line containing **Reference Request** If they work for a larger organisation, their IT team may be filtering external emails. It can help to ask them to allow emails from **checks@zincwork.com** and **contact@zincwork.com**. If your referee's company doesn't let them click links in external emails, they can still respond — see [How Do I Provide a Reference When My Company Restricts Clicking Links?](https://help.zincwork.com/article/13435497-how-do-i-provide-a-reference-when-my-company-restricts-clicking-links) ## Ask Our Support Team To Resend the Request If the email still hasn't turned up, contact our Support Team via live chat or email at contact@zincwork.com. We'll send the request again manually — this often gets through when an organisation's email filters have blocked the original. The manual request comes from **contact@zincwork.com**, with **Reference Request** in the subject line, so let your referee know to look for that address instead. ## Add a New Referee With a Different Email Address If your referee still can't see our emails, add them again as a new referee using a different email address — for example, a personal address instead of a work one. See [How to Add a New Referee in Your Reference Requests]((https://help.zincwork.com/article/248eee57-how-to-add-a-new-referee-in-your-reference-requests)). We'll contact your referee at the new address straight away. ### If You Want the Original Request Removed If the original request has **bounced** (our email couldn't be delivered), you can't delete it yourself. You don't need to remove it to carry on — the new referee you add will be contacted as normal. If you do want it removed, ask your employer to contact our Support Team. We can only remove a bounced request with their consent. ## If You Still Can't Get a Response If you've tried everything above, you may be able to complete the reference another way. See [Can I Provide Documentation to Complete a Reference?](https://help.zincwork.com/article/6f3c9bb1-can-i-provide-documentation-to-complete-a-reference).