Frequently Asked Questions

My candidate cannot log in.

Is their email address the same as the one registered?

If they get an authentication failed message - this indicates that their email or password have been entered incorrectly

Ensure they are trying to log in via onboarding.orta.co.uk and not through the Orta app.

Why can’t my candidate cannot upload their documents?

Are the files being uploaded 3MB or less?

Scanned documents will not be uploaded. Files must be a PDF, JPG or PNG.

Ask the candidate to refresh the page to ensure that the candidate has not already uploaded the files.

Why can my candidate not submit their application?

A section of the application has not been fully completed.

Problems with submitting DBS checks

Please ensure no special characters or symbols are included in the address lines.

Anyone with Mrs listed as their title must complete the previous names section.

Address history must cover a minimum of 5 years with no gaps.

If the applicant has used middle names in previous submissions they must also be included again. Applications should match exactly to the document you are using to verify the identity of the individual.

Have the additional applicant details questions been answered?

IDVT checks

Who should I send these checks to?

These checks are a biometric check for people working with UK documentation. The candidate will need either a photographic driving licence or passport to complete this check. This check cannot be completed with paper documentation or scanned copies of documents.

The Identity Verification's platform uses advanced algorithms to compare the applicant's photo or video liveness to their ID document to verify their identity. By following these requirements, the applicant can help ensure that their verification process goes smoothly.

When submitting a photo or video selfie for verification, there are several requirements that must be met:

The photo or video must be taken in a well-lit area. Natural lighting is preferable, but if that's not possible, ensure the room is well-lit.
The applicant's face must be fully visible and centered in the frame. Ensure the face is not obscured by hair, hats, or glasses.
The applicant should remove any accessories, such as hats or glasses, that could obscure their face.
The applicant should not be wearing any face masks or face coverings that cover their nose and mouth.
The applicant should not be wearing heavy makeup or face paint that could alter their appearance.
The applicant should keep a neutral expression and avoid smiling, frowning, or making any other facial expressions.
The applicant should hold still for a few seconds after taking the photo or video to ensure that the image is clear and in focus.

What do the responses mean?

Once the admin user has sent the request for the candidate to complete the right to work check on their onboarding dashboard, a green tick will appear next to the right to work heading.

An awaiting imput status indicates that the candidate has accessed the check but has not completed it.

An abandoned status indicates the candidate started the check and failed to complete it therefore the system will abandon the check after a certain period of time passes.

Review indicates the system has identified an issue that requires your attention. To check this click request new report PDF and then download to assess the information. This result will appear if candidate information provided in onboarding does not match that on the document used or if the system cannot prove biometric similarity.

Can I delete candidates that have left?

On the drop down bar, go to the actions section, select archive user and enter the reason why. This will remove the candidate from your staff list but will keep the user's application and advise you if they try to reapply again in the future. You can reactivate the candidate at any time.

My candidate hasn’t received an email to create a password

Ensure the email address is correct and advise the candidate the email will be from no-reply <orta.co.uk> and will most likely go into the junk folder. You can resend a link by using the drop down menu, go to the actions section and resend onboarding link.