How to reach us
Email support@testcandidates.com.
That is the whole of it. There is no contact form on this help centre and no chat widget, deliberately: an unwatched chat window is worse than none, and a form just turns your message into an email with fewer details in it.
You can also reach it from the app, under the account menu, Help and support.
What to include
The difference between a one-reply answer and four days of clarification is usually four lines. Please tell us:
- Your company name, as it appears on your account.
- The assessment name, if it is about one.
- The candidate's email address, if it is about one person.
- What you expected and what happened, in that order.
- Roughly when it happened.
- An invoice number, for anything about billing.
A screenshot helps more than a description of a screen.
Before you write
Several things are faster to fix yourself, and these are the ones we are asked about most:
| The question | The article |
|---|---|
| A candidate has not had their invitation | Here |
| A result has not appeared | Here |
| A score says Locked | Here |
| A candidate's link has expired | They can fix it at https://www.testcandidates.com/candidate-sign-in |
| I cannot sign in | Here |
| What am I charged for | Here |
Things worth writing to us about
- A question you believe is wrong or unfair. Tell us the test and what you saw. These are reviewed and fixed, and it is the most useful thing you can send us.
- Invitations failing across many domains. That is our problem, not yours.
- A candidate who lost a test to something outside their control. See a candidate had a problem during a test.
- Single sign-on, closing an account, changing currency, or a refund. None of those are self-serve.
- An ATS you would use a connector for. It genuinely affects what gets built.
What we cannot do
- Tell you who to hire. We will not interpret a score into a decision for you.
- Give you legal advice about assessment and employment law in your jurisdiction.
- Undo time on a timed test retrospectively.
- Give you another company's data, or yours to someone who cannot show they are entitled to it.
When a candidate needs support
Candidates should not be sent here. They have their own help centre at https://candidates.testcandidates.com, and for anything about your hiring process the right contact is you, not us. Putting a monitored address on your candidate page is the best thing you can do for them.