Sorry if you’re experiencing longer than usual wait times to speak to us on the ‘phone. We have scaled our capacity a lot for September, and introduced new services, including online chat, a new Help Centre, and 1-2-1 callback services for all new customers. However, partly due to COVID-19, many of our schools were not able to complete their End of Year process until early September, which created more work than normal for our Helpdesk as we helped them to get ready for September. We expect the call wait times to begin to subside this week, so thank you for your patience during this period.


If the staff member you're trying to merge to a master record has a qualification check record, the merge staff process will fail.

Replication Steps:

Staff > Select a member of staff > View > Click on the Background Check tab > In the Qualification Checks panel, edit the second record > Select staff members from the drop downs > Click Save > Go back to the staff page > Select the staff member you just added a qualification check record to and another staff member > Click Actions > Merge Staff > Select the second staff member that you didn't add the qualification check record on for to be the Master Record > Click Merge > The process will fail