Help

Troubleshooting

Symptom-by-symptom fixes for the most common issues.

Work through the checks in order — most issues come down to a missing phone number, a paused job, or a disconnected integration.

A candidate wasn’t called

CheckFix
Does the candidate have a phone number?On the Candidates page, turn on the No Phone Number quick filter (or Incomplete Profiles) to find candidates missing contact info, then add the number on their profile.
Is the job Active?Paused, Draft, Filled, and Closed jobs don’t screen. Click the status pill on the Jobs page to reactivate, or finish setup on a draft.
Is AI screening enabled for the job?The job needs Enable AI Screening Calls turned on (the Jobs page shows an “Auto” badge when it is). Check the job’s settings if applications are arriving but no calls go out.

If all three check out and the candidate still shows Awaiting Screening, you can start the call manually from the candidate’s profile.

A candidate is stuck in a stage

Candidates often aren’t stuck — they’re waiting on you. Check the Dashboard’s review cards:

  • Awaiting review — the screening finished and needs your Advance/Reject decision. Use the Awaiting Review option in the status filter.
  • Pending Evaluation — waiting on the candidate to complete an evaluation, not on you.
  • No Show — needs a reschedule-or-reject decision.
  • Past Interview — the interview happened; record the outcome.

To move someone forward use Advance on their profile, or Override Status (with a required reason) to place a candidate in any stage directly.

A posting isn’t live

  1. Open the Postings page and check the card’s status — it may be Paused (use Resume) or Ended.
  2. Confirm the underlying job is Active; postings for closed or filled jobs don’t take applications.
  3. New postings can take some time to appear on the board after you create them. Use the card’s open-on-board action to check the live listing directly.

See Managing Postings.

No interview slots are offered to candidates

Scheduling depends on a connected calendar:

  1. Go to Settings → Integrations and confirm your Google Workspace or Microsoft 365 account is connected (reconnect if a row shows Reconnect required).
  2. Open the job’s Schedule section and check the calendar event owner and availability rules — if the rules allow no upcoming windows, there are no slots to offer.

See Calendar Integration.

Messages aren’t delivering

CheckFix
Has the candidate opted out of SMS?Opted-out candidates are excluded from automated and bulk SMS automatically; their profile shows an SMS Opted Out notice with the composer disabled.
Does the candidate have the right contact info?SMS needs a phone number, email needs an address. The Incomplete Profiles quick filter finds candidates missing either.

Sent and received messages appear in the Inbox — if a thread shows your message went out, delivery from there is in the carrier’s or mail provider’s hands.

I can’t see a settings page (or Billing)

What you see is determined by your role:

  • Billing, Blocklist, and Employee Roster are Admin-only.
  • Metrics and Reports require Admin or Recruiter.
  • Viewers get read-only access to candidates, jobs, and the dashboard — most Settings tabs are hidden.

If you need access, ask an organization Admin to change your role under Settings → Users. See Team & Roles.

Still stuck? Use the Support button at the bottom of the portal sidebar — it opens a thread with our team.