This article is for users(both clients and applicants)of CertnCentric (https://client.certn.co/). If you're unsure which platform you're using, check [this article], and to learn more about CertnCentric, click [here].
This article provides answers to frequently asked questions about the Core (Certn UK Portal) to CertnCentric migration.
Please review this migration guide, for a summary of what to expect, what's changing and how to get support. To easily get answers to your questions, ask the AI chatbot in the bottom right hand corner.
In this article:
- Why is Certn migrating clients to CertnCentric?
- Will I receive training or resources to help transition to CertnCentric?
- How does CertnCentric compare to the previous platform?
- Can I still use the previous platform after the upgrade?
- Questions about billing and pricing
- Questions about data and security
- Where can I access documents from completed checks such as proof of Right To Work or criminal certificates?
- How do I white label CertnCentric to show my company logo?
- What does Case Decision mean?
- Why is Identity Verification now required with UK Right to Work checks?
- How will Digital ID Verification be conducted in CertnCentric?
- How do UK DBS criminal record checks work on CertnCentric?
- How long do applicants have to complete their screening?
- What are the turn around times for checks on CertnCentric?
Why is Certn migrating clients to CertnCentric?
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. 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.
This article answers common questions about your upgrade so you know what to expect and how to get started confidently. You can also ask questions via the AI chatbot located in the bottom right corner of this page.
Will we receive training or resources to help us transition to CertnCentric?
Need help? Try asking the AI chatbot located at the bottom right corner of this screen.
Our goal is to make your transition to CertnCentric as smooth as possible. When you first log into the CertnCentric client portal you will be provided with a guided tour. This guided tour can be accessed at any time by selecting the icon in the top right corner next to the New Order option.
You will also be provided with a dedicated point of contact on the Customer Support team, should you need to arrange time to connect about specific issues related to your account. Their details are available through the email sent to you welcoming you to the platform. You can also reach out to uk-support@certn.co for more information.
How does CertnCentric compare to the previous platform?
There are a few important changes to terminology that will be of note:
- Units are now referred to as Groups: You can organise your cases into groups without requiring set-up and support from Certn support. Sub-units will no longer be available.
- New Packages enable you to combine sets of checks that you use most frequently.
- What was previously referred to as SLAs is now referred to as Bundles. These are previously negotiated discounts for multiple checks.
Checks can be ordered self-serve through CertnCentric. Learn how to place and manage your orders in this article here. Checks are ordered by one of three routes:
- A la carte (building a new check package every time you order).
- By ordering a Bundle (found at the top of your ordering screen).
- By creating and ordering through a package (an option when you click New order.)
The process for Employment, Education and Experience Verification checks is largely automated on CertnCentric, resulting in some slight changes to the process. You will need to set up a Verification template to customize what is requested of the applicant.
No more needing to reach out to Support. Self-serve check cancellation allows admins and managers to cancel a submitted background check directly from the Cases page.
CertnCentric also allows you to change, update and deactivate your own users. You can also assign permissions to users through the user management function of CertnCentric. See more on how to manage users here.
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.
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 still use the previous platform after the upgrade?
You have read only access to the Core (Certn UK Portal). Checks in progress on the Core (Certn UK Portal) will continue and results will be accessible in the previous platform. You will be required to download all reports and certificates for cases in the Core (Certn UK Portal).
Read this Certn Help guide for more information on downloading historical reports.
Questions about billing and pricing
Check out the Billing profiles, invoices, payments and fees Certn Help article for more information.
Will my check prices stay the same in CertnCentric?
You will have access to CertnCentric’s per-check ordering, with pricing shown directly in the portal. Where bundles were set up for your previous account, those bundles will also be available to you in CertnCentric at the applicable bundle pricing. CertnCentric also allows you to build your own packages in addition to any bundles that have been transferred over, so you can group checks based on your current requirements at any time.
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.
Questions about data and 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 applicants 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?
The standard retention for all checks in CertnCentric is three years, 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.
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.
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.
Will user accounts automatically transfer?
Yes - all active user accounts will transfer to CertnCentric.
Do I need to re-set up roles, permissions, or integrations?
Roles and permissions will transfer automatically, however there are additional roles available in CertnCentric that admins can leverage for tailoring permissions and access levels according to organizational needs. Some integrations may require validation or light reconfiguration.
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.
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.
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.
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.
How do UK DBS criminal record checks work on CertnCentric?
The process for DBS checks is as follows:
- The client orders the appropriate DBS check.
- The applicant completes identity verification, address history, personal information, and consent.
- If automated identity verification is unsuccessful, the client completes the manual identity verification task.
- Certn submits the completed application to the DBS processing provider.
- Certn updates the report when the electronic result and certificate information are available.
For more information, review the UK DBS Criminal Record Checks Certn Help article.
How long do applicants have to complete their screening?
CertnCentric cases have a default expiration period that determines how long an applicant has to submit their information and complete the required steps. For more information review the Check expiration and applicant notifications Certn Help article.
What are the turn around times for checks on CertnCentric?
Turnaround times vary depending on the type of background check being completed. Use the resources below to review estimated turnaround times for UK screening services:
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