Troubleshooting and FAQs
When something has not worked.
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A candidate did not receive the invitation
Work through this in order. Most cases are one of four things, and the candidate can usually fix it without you.
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A candidate's results have not appeared
The four reasons a result is missing, in the order they are likely, and how to tell them apart.
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A candidate had a problem during a test
What we can and cannot undo, what to tell the candidate, and when to ask us to reset something.
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Can candidates cheat?
The honest answer, what the integrity checks do and do not catch, and how to design a process that does not depend on catching anyone.
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Supported browsers and devices
What candidates need, what to tell someone on a locked-down work laptop, and what you need yourself.
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Making sure our emails arrive
What to give an IT team so invitations stop being quarantined, and how to work around it when they still are.
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Sign-in problems
Why there is nothing to reset, the four things that actually go wrong, and how to get back in.
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Contact support
How to reach us, what to include so the first reply is a useful one, and what we cannot do.