Troubleshooting
Resolve the most common problems by symptom — stuck payment, missing results, broken links, and more.
Troubleshooting
If something is not behaving as expected, start here. Each symptom links to the page that explains the fix in full. If you cannot resolve it, see Support.
Find your symptom
| Symptom | Where to look |
|---|---|
| Assessment is stuck on Awaiting payment | Checkout → Troubleshooting |
| A candidate says the link does not work | Invite candidates → Resending |
| My assessment is not showing up in the list | Manage → The list view |
| A candidate's results are missing | Track → When results are ready |
| The bulk bar disappeared | Queue → Bulk actions |
| A flag looks wrong | Replay → The synced timeline |
| The gateway declined the payment | Checkout → Troubleshooting |
| Approval is waiting on someone and I am blocked | Approval → Who can approve |
| I do not know which languages to offer | Create → Configuration |
| A candidate is stuck on camera or microphone | Candidate troubleshooting |
Common causes, at a glance
"Awaiting payment" never clears
Payment confirmation can occasionally lag a few moments. If it persists for more than a few minutes, contact support with the assessment name and the company. The badge becomes Active once the payment is confirmed.
Assessment missing from the list
Drafts, awaiting-payment, and payment-expired assessments are intentionally kept out of the main grid and live in the Drafts dialog. Admins should also check the All / My scope toggle — an assessment you own may be hidden under All.
Results missing
Results appear only after analysis completes. Open the candidate's detail page to trigger analysis if it has not started, then wait for it to finish polling.
A signal seems wrong
Signals are leads, not verdicts. The synced timeline shows the video and the code at the exact flagged moment, so you can judge the context yourself before acting.
When to contact support
If a symptom is not listed here, or the fix above does not resolve it, open the in-app Help menu. Include your account email, the assessment name, the candidate email, when it happened (with timezone), what you expected, and what you already tried — see Support for the full checklist.