Introduction This guide is intended to be used, where a candidate/new employee going through post offer checks is completing their application form with Experian to provide references. Specifically, if they have started the application before and are having difficulty getting back in.  Instruction When the candidate saves their progress on the application form they will be asked to enter a password, along with their date of birth and post code. If the candidate has already filled in their date of birth and post code on the application form, these fields will be prepopulated when saving. Once the candidate comes back to access their application form with their email address and password, they will need to ‘Send the Code’ to themselves which will be sent to their email address. The candidate will then receive the code via email and they will need to input this into the box provided after this has been sent, they will have 5 minutes before the code expires. When the correct code has been entered, the candidate can access the application form. If the candidate enters an incorrect code (or the code has expired), a validation message will appear. The candidate can resend the code 4 times (total of 5 attempts). Once the limit had been reached, the candidate will have to wait 5 minutes before trying again. If the applicant has forgotten their password, they can use the ‘forgotten password’ functionality where they will need to enter their email address, date of birth and post code in order to reset this. The candidate is prompted to enter these details whenever they go to save their application form, screenshots below: If the candidate has already completed the About You & Address History section when they first come to save the form, these fields will be transferred over. Once the candidate has selected to proceed, they will have the option to Send Code. When the candidate has sent themselves thsi view email, a new box will appear for the candidate to enter the code. The candidate will then access their email to obtain the code, enter this into the box and select Submit. The candidate will have 4 attempts to resend themselves the one-time passcode, and on their final attempt they will be provided with a warning message to confirm if they fail once more their account will be locked for 5 minutes. If the candidate has failed the maximum number of attempts to enter their passcode and try to access their saved application form again, the following error message will appear: The candidate would then have to wait a minimum of 5 minutes before they can try this process again.  If this does not help, the candidate/new employee can contact Experian Customer Support Team on 0333 00 00 237 (Option 2)