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RiskRate Customer Support FAQs



Why can’t I or my Third Party log into RiskRate?

Please use a desktop or laptop computer when attempting to login; mobile devices and tablets are not supported. Use one of these supported Internet browsers: Google Chrome, Firefox, or Internet Explorer 11. Opera and Safari are not supported and could limit functionality.

I forgot my password

Select “Forgot Your Password?” and enter your email address. An email will be sent to you with instructions to set a new password. 

I clicked forgot my password but never received an email

Please ensure you are using the correct URL format to access RiskRate: https:// {your company name}  If “admin” is not included in your URL browser, you may be accessing the Third Party log in page.

What if I am uncertain about my report results from RDC?

When you receive an alert that you are uncertain about, you have 3 options: 
1. Review the RDC link, login, and review the source material. If the data shown provides enough information to determine if the result is a False Positive, provide documentation and manually upload the risk rating.
2. Research internally, or perform online searches, to determine whether the alert is indeed related.
3. Request an order for an Enhanced Due Diligence (EDD) report. In your order, specify that the analysts should focus on the alert. You can add this request in the Any Additional Information field when you request the screening. NOTE: This option is recommended for medium and high risk third parties if you are leveraging the Profile Risk tool to stratify your third party population.

Why am I only able to use Latin-based characters?

Recently, NAVEX Global made software modifications that require Latin-based characters to achieve the most accurate screening results possible. However, our customers have requested that the system also allow non-Latin characters. We are currently in the beta (early) testing stage of adding this capability.  While we expect the system to eventually accept non-Latin characters accurately, at this time all screening submissions within RiskRate require Latin-based characters.

I submitted a report yesterday and have not received the results.

Average and median time frames for Reputation Screening reports to be finalized within the RiskRate platform:
• Finalized Report Median Turn-around Time: 17 minutes
• Finalized Report Average Turn-around Time: 39 minutes

When reports exceed the median, it is most likely due to a potential name match that requires false positive review by Regulatory DataCorp (RDC). RDC is the data provider that processes your Reputation Screening requests. A False Positive review can take up to 24 hours to complete. There are occasions when the 24 hour time frame is exceeded due to a high volume of requests submitted to RDC for review. Our goal is to provide you results in the shortest time possible without compromising the quality of the report.  

What are the system requirements to use the RiskRate Enterprise Due Diligence Solution?

The latest versions of the following browsers are recommended for the best performance with the RiskRate Enterprise Due Diligence Solution platform:

Google Chrome®:  Latest version. Chrome® can be set up to auto-update, making it the ideal browser.

Internet Explorer®: v11. The current major version of Internet Explorer® is version 11. If you are unable to use a currently-supported version of Internet Explorer, we encourage you to use Google Chrome®.

Mozilla® Firefox®: Latest version.

What if I need to add a user to RiskRate?

Level 1 users may add new users to the RR Portal by following these steps:
1. Select the main menu
2. Click Admin
3. Click Users
4. Click the plus button in the top right
5. Fill out the required fields
6. Select Save

What does my report status mean?

Invitation Sent – A system email was sent to your Third Party Contact with login credentials and instructions to the interview questionnaire. Your Vendor Contact has not logged in to view the request.
Interview in Progress – The Third Party Contact has reviewed and started completing the questionnaire.
Report in Process – The questionnaire has been completed and the report is currently being processed. This is when the credit check and reputation screening occurs.
Final Report – The Report is ready for downloading. Clicking status will download the report in PDF format.

How do I view our Third Party Questionnaire?

To view the Third Party Questionaire, you need to add yourself as a Third Party and invite yourself to complete the questionnaire. 

I can’t access or can’t log in to the Questionnaire

If this is your first time accessing the Questionnaire, you need to set a password. If you have not set a password or if you have forgotten your password, please click the “Forgot Your Password?” link.

I can’t see all of the reports that I know we have in our platform. How can I make sure I am seeing every report?

Please make sure that no filters are in place within the Column Headers. You can also check the “Show All Third Parties” check-box.

What if I want to send a Questionnaire to a non-English speaking organization?

Our Customer Support team is happy to help have the Third Party-facing portion of your platform translated. There is normally a cost associated with this type of change. Please contact RiskRate Customer Support to get this started.