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# Troubleshooting

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](/settings/integrations).                                                                                                                             |
| 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](/billing/billing-and-usage#past-due-or-canceled-subscription). |
| 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](/jobs/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](/settings/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](/screening/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](/background-checks/ordering-and-tracking).

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](/candidates/status-reference).

## A posting isn't live

1. Open the **Postings** page and check the posting's status.
2. Confirm the job itself is active.
3. 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.
4. 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](/postings/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](/postings/managing-postings#stopping-a-posting).

## Candidates can't book an interview

Booking needs a connected calendar:

1. 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.
2. If an account shows **Reconnect required** or **Calendar off**, reconnect it.
3. Check the job's **Schedule** section for availability; if no upcoming times are open, there's nothing to offer.

See [Calendar Integration](/interviews/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](/settings/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](/settings/integrations).

## 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](/background-checks/overview#setting-up).
* 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](/settings/team-and-roles).

> **Note**
>
> 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.