Q: I’m having technical problems, who can help me?

A: You can use the ‘live’ chat box option to confirm your issue or you can separately email support@referoo.com.au where the team will respond promptly to your query.

Q: I have a different name to my legal name – which one do I register on Referoo?

A: You must confirm your Legal name for the checks to be completed as your official documents need to match.

Q: Can I upload a British National Overseas (BNO) Passport?

A: You can upload this to confirm your identity, however, to prove your Right to Work status you will need to upload a Share Code.

Q: My passport is out of date – can I still use this to confirm my Right to Work?

A: You can provide your out of date UK or Irish Passport within 12 months of the expiry date.

Q: If I do not have a proof of address document, what can I do?

A: To proceed successfully with the documents required on Referoo, you must include an original proof of address document ie. you cannot take a copy from any online documentation. If you have started the process, click the ‘do not confirm’ option to cancel the request, this will cancel the check. Let your recruiter know and they will arrange for an in-person ID check to be carried out instead.

Q: What other documentation can I provide to confirm my identity if I do not have a valid UK or Irish passport, or it is 12 months out of date?

A: You will need to upload either ONE or TWO of the following photo ID documents: Driver’s License, Identity Card, Travel Visa, or Residence Permit. (Note the ID you upload must have a photo of you as this will be compared to your uploaded selfie).

Q: Why are my uploads being rejected?

A: There could be three reasons:

· You must use an ‘original’ document as copies will be detected.

· You need to ensure there is enough lighting for document detection.

· Your details inputted into Referoo must match the documents being uploaded.

Q: I tried to upload my selfie three times but have been unsuccessful – what do I do?

A: You will need to let your recruiter know and request a new Referoo request to be sent.

Q: I tried to upload by passport three times but have been unsuccessful – what do I do?

A: You will need to let your recruiter know and request a new Referoo request to be sent.

Q: I entered an incorrect Share Code and now I cannot update it?

A: You will need to let your recruiter know and request a new Referoo request to be sent.

Q: I have recently got married and all my ID documents are in my maiden name – what can I do?

A: You will not be able to upload any documentation that does not match the name to the Referoo request – please advise your recruiter if you will be able to obtain an updated ID document prior to your start date, alternatively please liaise with them on arranging an in-person identity check.

​Q: I have an international passport – what do I need to provide?

A: You will need to upload TWO forms of ID including a proof of address document. The first mandatory document is your passport and then you will be prompted to either upload your Driving Licence or ONE of the following: Residence Permit, ID Card, Travel Visa, PASS Cards, Utility Bill, Bank Statement, Tax Document or Insurance document. (Ensure any uploads are taken from an original document or your check will fail).