How do i get a status on referencing

I have a tenant undergoing referencing and i have no idea of the status. the tenant has online banking so openrent system cant link to his account. now i might have to do referencing myself but have paid for the service. tenant getting impatient as no contact from open rent - how do i get to speak to a real person???

Go to ‘recently ordered services’, then ‘referencing’. The full details are there, including history of any contact & whom with

Hey, Is there a chance to go for a referee from any of the previous landlords rather than the last one you have lived with? The main reason is because he does not want to cooperate doing the reference.

Thanks