Online Disclosures Support
Frequently Asked Questions
By clicking on one of the roles below, you will be provided with the answers to the most frequently asked questions on GBG’s online service helpline.
Q. How do I get detailed instructions on how to complete the online application form?
A. Full guidance notes on the applicant process can be found here.
Q. I haven’t received the registration email
A. Double check that it has been sent to the correct email address (it may also be worth checking your spam email boxes).
Please Contact GBG to arrange for the email to be resent if required.
Q. How do I know what stage my application is at and how can I track it?
A. Please visit the DBS website (link below) with your reference number. If you are an online user, the reference number is your ‘E Number’. This can be found by logging in to the online system 3-5 days after verification.
Q. The online system is displaying the message; ‘the 13th character of your driving licence number must match the first letter for your first middle name. If you do not have a middle name it must be 9′. What should I do?
A. Please ensure that you have entered your middle name in the middle name field rather than in the forname field.
Q. How long can I expect my application to take with the local police force?.
A. The following link gives a breakdown of how long this process should take –
Q. Which offences will never be filtered from my DBS certificate?
A. Please visit the following link for the DBS’s list of offences that will never be filtered from a criminal record check.
Q. The system says “no verifiers found”, what do I do next?
You should contact the organisation that asked you to complete the check in order to arrange a verification meeting.
Question still not answered?
If your question has not been answered, please email the GBG OnlineDisclosures support team at email@example.com or phone 0845 251 5000* (Monday-Friday 8.30am-5.30pm). *Calls cost 3p per minute plus your telephone company’s network access charge
Q. How do I get detailed instructions on the Verifier and Disclosure Manager roles?
A. Full guidance notes on the Verifier and Disclosure Manager process can be found by clicking on the relevant role title.
Q. What permissions do I have?
Q. How do we register an applicant on the online system?
- click the organisation tab,
- right click on your organisation and select ‘create applicant’,
- enter the applicants name and email address on the right hand side of the screen and click ‘save’,
- an email will be sent to the applicant with instructions on how to activate their account.
Q. I am trying to add an applicant but it is telling me ‘email already in use’?
A. This means an activation email has already been sent to that email address. Please check with the applicant to see if they have received an email.
Q. The applicant hasn’t received the starter email?
A. Check that you have sent it to the correct email address and ask the applicant to check their spam folder. Please Contact GBG if you require the email to be resent.
Q. Can I pay by cheque?
A. If you are making your applications via GBG’s paper service then you are able to pay by cheque. If you are using the online system, then you will either receive an invoice or can use the ‘pay-as-you-go’ online service.
Q. I am trying to log in but if I get an error saying ‘could not log in with specified credentials’. What does this mean?
A. Please double check that you have correctly entered your ‘Org PIN’ and email address. If both of those have been entered correctly you may have entered your password incorrectly. Please be aware that the password is case sensitive.
If you have forgotten your password please use the ‘change/recover password’ option which can be found on the login screen.
Q. My application has been rejected and I have received a notification, what do I need to do?
A. An email will have been sent to the verifier explaining why the application has been rejected. If the applicant has made an error in their personal details, a verifier or disclosure manager must reject the application back to the applicant for ‘personal details incorrect’ to enable them to make the changes.
If an unsuitable level of check has been requested, the verifier must go back in to the application and select an appropriate level of check.
Q. How do I reject an application?
- find the applicant in the ‘Applications’ tab,
- double click to open the application,
- once the form is opened, click the reject button and select the reason as to why you are rejecting the application,
- enter a note to explain the reason for the rejection
Q. I want to verify an application form using the ID documents but can’t find the form on the ‘Applications’ tab?
A. The most likely reason for this is that the application has not yet been submitted for verification by the applicant. You will need to ask the applicant to complete all required details and submit their application.
Question still not answered?
If your question has not been answered, please email the GBG OnlineDisclosures support team at firstname.lastname@example.org or phone 0845 251 5000* (Monday-Friday 8.30am-5.30pm). *Calls cost 3p per minute plus your telephone company’s network access charge.