Why we’re introducing the new platform for all clients

We’re moving all clients to CertnCentric so your team can benefit from a faster, more modern platform built for the future. With ongoing feature enhancements, stronger security, and continuous innovation, CertnCentric ensures you’ll always have access to the best tools and support available.

This article answers common questions about your upgrade so you know what to expect and how to get started confidently. You can also visit our main Certn Help page to learn more about the new screening platform and the available features. 
 

The benefits of CertnCentric

How does CertnCentric compare to our previous platform?

CertnCentric gives your team a smoother, faster, and more powerful way to manage screening:

• A modern, intuitive interface that makes it easier to navigate, place orders, and review results.
• Streamlined workflows that save time by reducing steps and speeding up processing.
• Enhanced reporting and analytics tools that provide clearer insights and greater control.
• Smarter integrations and automation that connect seamlessly with your existing systems and reduce manual work.
• Ongoing improvements so you’ll always benefit from the latest innovations and security standards.

Will all the features I use still be available?

Our goal is to provide the same or better functionality than the previous platform. Some workflows may look different, but if you find a feature you rely on is missing or changed, let us know - we’ll review your request and prioritize it accordingly.

• There are a few important changes to terminology that will be of note: 
  • Units are now referred to as Groups: Customers can organise their cases into groups without requiring set-up and support from Certn support. Sub-units will no longer be available. 
  • New Packages enable customers to combine sets of checks that they use most frequently.
  • What was previously referred to as SLAs in the Certn UK platform is now referred to as Bundles. These are negotiated discounts for multiple checks

How do I Order Checks?

Checks can be ordered self-serve through CertnCentric. Learn how to place and manage your orders in this article https://portal.certn.co/hc/en-us/articles/27892028874259-Order-checks-in-CertnCentric 

Create your own Packages 

No more having to reach out to request new groups of checks, called Packages. All pricing is clearly shown and you can customise your current packages, which will be migrated over, or create new ones. See more on how to manage packages here https://help.certn.co/hc/en-us/articles/45987314508563-Managing-packages

Manage your own Account Users and User Permissions 

Our Self-Serve platform allows you to change, update and deactivate your own users. You can also assign permissions to users in your client account based on their needs through the user management function of CertnCentric. See more on how to manage users here https://help.certn.co/hc/en-us/articles/45874982173331-User-permissions 

View new report statuses 

Track your cases in real-time without contacting support. CertnCentric provides detailed, up-to-date statuses directly in the platform, including whether applicants have started or opened their background checks. See the full list of new status updates here https://help.certn.co/hc/en-us/articles/45987376983443-Case-and-check-statuses-and-results 

Cancel your own checks

No more needing to reach out to Support. Self-Serve Check Cancellation allows client Admins and Managers to cancel a submitted background check directly from the Client Cases page. 

Will we receive training or resources to help us transition to CertnCentric?

We’re committed to supporting you through the migration.  Please review the CertnCentric Interactive Demo to see the new features and functionality available to you now. Our goal is to make your transition to CertnCentric as smooth as possible.

How can we provide feedback on CertnCentric?

We welcome and value your feedback on CertnCentric. Once you move over to CertnCentric, we routinely will ask for your feedback within the platform following your onboarding. 

You can always email uk-support@certn.co at any time to share your insights or suggestions. Your input helps us continuously improve the platform to better meet your needs.

Candidate experience

How will the candidate’s experience improve?

Your candidates will notice a faster, clearer, and more accessible journey from start to finish. CertnCentric is designed with candidates in mind, so they’ll benefit from:

• A mobile-friendly design that makes it easy to complete applications on any device, anytime.
• Streamlined forms and clearer instructions that reduce confusion and drop-off rates.
• Faster load times so candidates can move through the process without delays or frustration.
• Improved accessibility features that support all users, including those with assistive technologies.
• A modern, professional look and feel that reflects well on your organization’s brand.

Together, these improvements mean your candidates have a smoother experience, which helps you create a more positive impression and keeps the screening process moving quickly.

How long do candidates have to complete their screening form?

 Auto-reminder emails are sent direct to the candidate from Centric on Day 2, Day 3, and Day 4 after the check was first ordered. Then a final reminder before expiry at day 7. However, the expiry time is customisable. Please reach out to Support.

Security

Where will my data be stored?

Your data will continue to be stored in secure, region-appropriate data centres, consistent with our existing agreements and the information provided in our privacy policy.

What security enhancements does CertnCentric include?

CertnCentric provides enhanced security protocols, continuous monitoring, and modern authentication standards for stronger protection.

Is the platform compliant with Privacy laws?

Yes - CertnCentric is designed to meet global privacy standards, including providing better control for candidates over their personal information, dynamic consent forms, just-in-time privacy notices, and enhanced information security safeguards.

What is the data retention period for checks in CertnCentric? 

3 years is the standard retention for all checks in CertnCentric, however retention periods defined by specific checks (e.g. DBS) override client-level retention periods where those periods are less than the period mandated by the check provider. 

Data & access

What data will move to the new platform?

All of your historical application data, packages, apply links, pricing, customer account information, and invoices will be moved to the new platform. 

Note: In the new platform, certain terminology has been updated; however, we will ensure that the migrated data is mapped as closely as possible to your previous setup in the previous platform.

Can I still use the previous platform after the upgrade?

Yes - you’ll still be able to access the previous platform for in-progress applications. However, all new checks will need to be ordered in CertnCentric. We also advise all clients being migrated to download all reports and certificates for current cases on the system.

How can I access previously completed reports?

Completed applications and reports will be visible in the “Historical Cases” section of your new account. You’ll also still be able to log into the previous platform if you need to reference older cases, or if you need to take action on any in-flight cases.

Will there be any changes to login or authentication?

The login process will remain the same, with the added option of enabling Multi-Factor Authentication (MFA) for extra security.

1. Log into client.certn.co

2. Use your existing email address but you must set a new password when you first log in

Will user accounts automatically transfer?

Yes - all active user accounts will transfer to the new platform.

Do I need to re-set up roles, permissions, or integrations?

Roles and permissions will transfer automatically, however there are additional roles available in the new platform that admins can leverage for tailoring permissions and access levels according to organizational needs. Some integrations may require validation or light reconfiguration.

Upgrade timing & requirements

When will I need to upgrade?

Each client has a specific transition timeline based on their current usage. You’ll need to complete your upgrade before your designated sunset date. We encourage upgrading as soon as possible so you can enjoy the new features right away and avoid any disruption.

Note: The sunset date for each client depends on their check and feature usage.What steps are involved in the upgrade?

We’ve designed the process to be simple:

• You’ll receive an email invitation to access the new platform.
• Use the “Forgot password” option to securely set your new password.
• Log in and explore your account.
• Place your first order whenever you’re ready.

Why will I need to reset my password?

For security reasons, we can’t migrate your existing password. Passwords are encrypted in a way that makes them unreadable - even to us. Resetting your password ensures your account remains secure and that only you know your new login details. View the article Access CertnCentric for help logging in. 

How long does the upgrade take?

Your historical data will already be migrated before your first login, so you’ll be able to get started without delays.

Will there be any downtime during the transition?

We aim for a seamless transition with no downtime. If any temporary restrictions are required, we’ll notify you in advance.

Can I upgrade before my scheduled cut-off date?

Yes - clients are welcome to move over earlier. We encourage upgrading as soon as you’re ready to take advantage of the improvements.

Checks & reports

Why are new applications disabled in the previous platform?

As the transition date approaches, new applications will be disabled in the old platform to ensure all new orders begin in CertnCentric.

What happens to in-progress checks during migration?

Checks already in progress will continue without interruption, and results will be accessible in the previous platform until the platform is sunsetted. We also advise all clients being migrated to download all reports and certificates for cases on the old system.

Will the same checks be available in CertnCentric?

Yes - any checks you’ve used in the last two years will still be available. Some may have different names, settings, and fulfillment vendors, but you’ll continue to have access to the most reliable and competitive checks we offer.

What checks are available in CertnCentric? 

You can view all the checks available, and pricing, by clicking  on the New Order button and choosing “Build Your Own”. You can select individual checks from the menu, or build your own packages.

Will check turnaround times change?

Turnaround times are expected to improve thanks to platform and process optimizations.

Can I customise the wording within the email sent to the applicant? 

Not yet, but we are working on it!

Can I set up regular re-screening? 

Yes! You can set up rescreen cadence when ordering the check, or choose a case that was already run and retroactively schedule a rescreen. This is available on the Order Details page and the Applicant’s Profile, and we offer flexible interval options: weekly, monthly, quarterly, semi-annually, or annually.

How do I upload manually verified ID documents to CertnCentric? 

This feature is not currently available, but we are working on it! In the meantime, please reach out to Support to upload your documents.

Where can I access documents from completed checks such as proof of Right To Work or criminal certificates? 

Evidence collected for completed checks can be accessed and downloaded from the case details page.

How do I white label CertnCentric to show my company logo? 

You can personalize your Certn experience by adding your company logo and selecting a primary brand colour. This helps candidates and team members recognize your organization, builds trust, and creates a consistent brand experience throughout the background check process. Please see more information on branding here https://help.certn.co/hc/en-us/articles/45874799594003-Add-your-company-logo-to-your-CertnCentric-account 

What does Case Decision mean? 

This is a new feature in CertnCentric, to help you manage your cases by showing the decision you have made with regards to hiring based on the report. This is purely for your internal use. 

Once a case has a case score of either Clear, Complete or Review, any user with access to the case will have the option to select a decision for the case on the case details page. Use the decision button near the top of the case  details page to select 1 of 3 decisions.

• None: The default state of a case’s decision. Indicates no decision has been made regarding the case.
• Meets criteria: Indicates the results returned by the checks included in the case meet the criteria set by you and your organization.
• Criteria not met: Indicates the results returned by the checks included do not meet the criteria set by you and your organization.

Once a decision, other than Decision: None, is selected the case is moved to the done tab of the associated group’s page and can be accessed as needed in the future. When someone other than the case's requester selects a decision, the requestor is notified a decision has been made on the case. Case decisions can be changed at any time. 

See more on how to best manage your cases in CertnCentric here https://help.certn.co/hc/en-us/articles/45987429337235-Manage-your-cases-as-a-client-in-CertnCentric 

Why is Identity Verification now required with UK Right to Work checks?

To meet UK compliance requirements, all Right to Work checks processed in CertnCentric must include Identity Verification. This ensures every check meets the correct standard and gives you confidence that your hiring decisions are backed by verified identity data.

Some bundles (SLAs) created before migration to CertnCentric did not include Identity Verification. These bundles are being updated to include the mandatory ID check so you can continue ordering without disruption. If you have a contracted bundle under an SLA, your updated bundle will remain at your agreed price.

If you order a Right to Work check as a standalone product, Identity Verification is automatically included and standard individual pricing will apply at checkout.

How will Digital ID Verification be conducted in CertnCentric? 

Digital Identity Verification in CertnCentric is now completed directly within the platform using Certn’s proprietary identity verification technology. Candidates can securely verify their identity by uploading a government-issued ID and completing a quick selfie check, all done remotely and in real time. Previously, identity verification was completed through an external provider. While that solution remains a strong and trusted option, Digital ID Verification is now fully integrated into CertnCentric. This provides a more streamlined experience for both customers and applicants, while maintaining the same high standards of security and compliance. CertnCentric’s Identity Verification is UK Government–certified and supports Right to Work checks.

Please see more about ID Verification in CertnCentric here https://portal.certn.co/hc/en-us/articles/27690091983891-Identity-Verification-checks-in-CertnCentric

Pricing & Billing

Will my check prices stay the same in CertnCentric?

Your contracted SLA (Bundle) pricing will carry over, but individual check level pricing may differ.

Do I need to sign a new contract or amendment?

In most cases, no. Your existing agreement remains valid. If an amendment is required, we’ll contact you directly.

Are there any fees for upgrading?

No - your upgrade and standard support are included.

How will billing be handled while we move to the new platform?

During the upgrade, you may receive two invoices per billing period, one from each platform. Once all Legacy checks are closed, billing will return to a single invoice from the new platform.

Do I have to set up a billing profile every time I create a new Group? 

No, a single billing profile can serve multiple groups. New Groups will also have access to pre-existing packages.

Integrations & APIs

What happens to my current integrations during the upgrade?

We’re upgrading clients only once their integrations are available. If your integration isn’t fully enabled yet, please contact us so we can support you.

Does CertnCentric support APIs, and how are they different?

Public APIs are currently on the roadmap but not yet available in CertnCentric. At this time we are only upgrading clients that do not require API access. If we have mistakenly upgraded you, please reach out so that we can address this issue.

To find out more a out CertnCentric API here: https://centric-api-docs.certn.co/

Which ATS Integrations are currently available in CertnCentric?

• Workday
• Lever
• Greenhouse 
• Workable (coming soon)
• SuccessFactors (coming soon)

Support

What support and resources will be available during and after upgrade?

You can reach out to the UK Support team:

Email uk-support@certn.co 

Phone 01732 748900 and select Option 3.

You also have access to:

• Certn Help articles and guides.
• Recorded demonstrations and written instructions.