Candidate Did Not Receive the Reference Request Email

When Crosschq emails a reference request to a candidate and the email cannot be delivered, for example because of a typo in the address or an email account that no longer exists, Crosschq lets your team know so you can correct the email and send the request again.

When an Email Cannot Be Delivered

If the email Crosschq sent for a request does not reach the candidate, you see the following:

Where	What you see	What it means
Request list, request details and candidate profile	An Undeliverable flag	The last email sent for this request did not reach the candidate.
Action Required	An alert: We emailed [name], but the message came back undeliverable. Update their email and resend this request, or cancel it.	Someone needs to correct the candidate's email and send the request again.
Email	An email with an Update email & resend button	The same alert, with a shortcut to fix it.

The alert can take a few minutes to appear after the request is sent, because Crosschq waits for the email provider to confirm that the email could not be delivered.

An undeliverable email does not cancel or block the request. The request stays in Sent, and the candidate can still complete it, for example from the text message (SMS) or with the request link.

Updating the Email and Resending the Request

Open the request from the alert in Action Required, or click Update email & resend in the email.
Correct the candidate's email.
Confirm. The same request is sent again to the new email.

The Undeliverable flag and the alert disappear once the new email is sent. It can take a few seconds to update on screen. If the new email cannot be delivered either, the flag and the alert appear again. In that case, check the email address with the candidate.

If the email is correct but the candidate is no longer available, you can cancel the request instead.

Who Can Update the Email

The requestor, the hiring managers and anyone who can see the full candidate information on an open request can update the email. People who only receive the notification email for information get a View request link and cannot update the email.

If the new email already belongs to another candidate in your organization, the request is linked to that candidate. Nothing changes on that candidate's profile.

Who Gets Notified

Who	How	Default
Requestor	Alert in Action Required	Always on
Hiring managers	Alert in Action Required	Always on
Requestor	Email	On
Hiring managers	Email	Off
Specific users added by an admin	Email with a View request link	No one added
Requestor and hiring managers	Slack or Microsoft Teams	Off

Admins can change these options in the 360 settings, under Notifications to Team Members, in the Undeliverable row. For more information, see Managing Crosschq 360 Settings.

When the Undeliverable Flag Does Not Appear

In some cases, Crosschq does not show the flag or send the notification, even if the email provider reports a problem:

Situation	Why
The candidate already accepted the request	The candidate already received the request.
The candidate already has a Crosschq account	The candidate can also see the request when they log in to Crosschq, not only by email.
The request is closed (canceled or completed)	A closed request cannot be edited or sent again.
The email provider reports a temporary failure	The email provider tries again automatically. Only permanent failures are flagged.

Requests Sent From an ATS

If the request was created from Lever, Greenhouse, Workday, iCIMS, JazzHR, SmartRecruiters, Bullhorn or SuccessFactors, Crosschq also lets your ATS know that the request is undeliverable. Depending on the ATS, this appears as a note, a comment or a status.

Sending the request again does not update the ATS. The undeliverable message stays in your ATS until the request moves to its next status, for example Accepted. The request stays open in Crosschq the whole time.

If the Email Was Delivered but the Candidate Cannot Find It

If there is no Undeliverable flag, the email reached the candidate's inbox provider. Some providers, especially Gmail, occasionally filter Crosschq emails to the spam folder. Ask the candidate to check their spam folder.

Crosschq also sends the request by text message (SMS) when SMS is turned on, so the candidate can open the request from there.

Feel free to reach out to our Support team if you have any further questions.