Troubleshooting | CONFIRM Docs

Work through the checks in order. Most issues come down to a missing phone number, a paused job, a disconnected calendar, or an account that needs attention.

A candidate wasn’t called

Check	Fix
Does your organization have a calendar connected?	Screening calls wait until your organization has a calendar connected for interview booking. Go to Settings → Connect Email & Calendar and check that an account shows Default host or Calendar ready. See Connect Email & Calendar.
Is there a trial or billing banner at the top of the portal?	When a free trial ends without a subscription, applicants are still collected but calls pause. Click Upgrade to subscribe. Calls also pause if your subscription payment is past due (Admins click Contact us to update payment details) or your subscription is canceled (Admins click Resubscribe). See Spend & Billing.
Is it outside calling hours?	By default, CONFIRM calls between 8am and 6pm, Monday to Friday, in your organization’s time zone. Calls aren’t placed outside that window. To change the window, contact your CONFIRM account team.
Does the candidate have a phone number?	On the Candidates page, use the No Phone Number (or Incomplete Profiles) quick filter under More, then add the number on the candidate’s profile.
Is the job active?	Applicants to a paused job are held in Applied and queued when you reactivate it. Draft, filled, and closed jobs don’t screen. See Managing Jobs.
Is the candidate out of range?	A candidate beyond the job’s distance limit is marked Ineligible and isn’t called. The Out of Range quick filter finds them.
Was the candidate blocklisted?	Applications that match the Blocklist are rejected automatically and aren’t called.

There’s no setting to turn screening calls on per job; every active job screens automatically. If a candidate was called but didn’t answer, CONFIRM tries again up to the job’s limit on call attempts. See How Screening Works.

A candidate seems stuck

Candidates are often waiting on your team. Check the Dashboard’s Needs Attention items and the status filter on the Candidates page:

Awaiting Review: screening is finished and needs your decision.
Pending Evaluation: waiting on the candidate to complete an assessment.
No-Show or Past Interview: record the outcome or reschedule.
Awaiting Action: paused until someone on your team decides the next step.
Background Check: waiting on the candidate or the screening agency. Open the candidate to see the check’s timeline. See Ordering & Tracking Checks.

To move someone forward, use the main action on their profile. To place a candidate in a specific stage, use Override Status (a reason is required). See Status Reference.

A posting isn’t live

Open the Postings page and check the posting’s status.
Confirm the job itself is active.
New postings can take some time to appear on the board. For postings bought through CONFIRM, use the link icon on the row to view the listing; for own-account postings, use Open in the board.
If the row says Paused or Stopped, or the job was closed, filled, or deleted, the posting was taken down on purpose. Resume a paused own-account posting from its ⋯ menu. For a stopped or ended posting bought through CONFIRM, use Repost to order a new run.

See Managing Postings.

A posting I stopped is still getting applicants

Job boards can take a few hours to take an ad down, and some keep accepting applications for a while after that. The row shows Stopping… until the board confirms the ad is offline.

Applicants who arrive after you stopped a posting are added to the job and handled like anyone else. The row shows “Still receiving applicants after you stopped it — CONFIRM is getting it taken down.” CONFIRM re-sends the takedown request to the board and its team is alerted to follow up, so you don’t need to do anything. If you want those applicants out of your pipeline, reject them from the Candidates page. See Stopping a posting.

Candidates can’t book an interview

Booking needs a connected calendar:

Go to Settings → Connect Email & Calendar. Admins see Interviews book onto at the top; if it says there’s no default calendar, use Make default interview calendar on a connected account.
If an account shows Reconnect required or Calendar off, reconnect it.
Check the job’s Schedule section for availability; if no upcoming times are open, there’s nothing to offer.

See Calendar Integration.

Candidate emails aren’t going out

Check	Fix
Is there an active sender?	On Settings → Connect Email & Calendar, one account needs the Active sender chip. Admins see Candidate email sends from at the top of the page.
Does the sending account need reconnecting?	A Reconnect required chip means access broke. Click Reconnect.
Has the candidate opted out of SMS?	Opted-out candidates are excluded from automated and bulk texts; their profile shows that they’ve opted out.
Is the contact info right?	SMS needs a phone number and email needs an address. The Incomplete Profiles quick filter finds gaps.
Is the rule turned on?	Check the rule on Settings → Communications. See Communication Settings.

Microsoft says “Need admin approval”

Your company requires an IT administrator to approve CONFIRM once. On Settings → Connect Email & Calendar, click Get IT admin approval link and send it to your Microsoft 365 administrator. See Connect Email & Calendar.

I can’t order a background check

Admins, Recruiters, and Hiring Managers can place orders. Viewers can’t, and someone limited to specific jobs can only order for candidates on those jobs.
If the order dialog lists blockers, follow each link to fix it: the account must be approved, terms accepted, payment set up, and a default package chosen. See Background Checks Overview.
If Background Checks isn’t in the sidebar at all, it isn’t turned on for your organization. Contact your CONFIRM account team.

I can’t see a page or setting

What you see depends on your role:

Blocklist, Scheduling, Job Boards, Referrals, Billing & payments, Spend, and background check settings are Admin-only. Recruiters and Hiring Managers can still pay with the company card when they buy job board ads or order background checks.
Team Members and Connect Email & Calendar are for Admins and Recruiters.
Metrics and Reports, and downloading exports, need Admin, Recruiter, or Hiring Manager. If you’re limited to specific jobs, organization-wide exports aren’t available to you.
Hiring Managers don’t see the Communications or Knowledge Base settings.
Viewers see candidate profiles as View only, without actions, notes, messaging, or bulk actions.
Spend and Background Checks are also switched on per organization.
If an Admin has limited your access to specific jobs, you only see those jobs and their candidates.

If you need more access, ask an Admin to change your role or access on Settings → Team Members. See Team Members & Roles.

Still stuck? Click Support at the bottom of the portal sidebar. Message reaches the CONFIRM team. If your organization has Ask AI, it answers from this documentation, links the pages it used, and offers a person or a ticket when the docs don’t cover your question.