FAQ and troubleshooting

Accounts

How do I get an account? Ask your administrator. There is no public sign-up.

I forgot my password. Ask your administrator to reset it.

A screen in this guide is missing from my sidebar. Your account does not have access to it. Ask your administrator.

Uploading

Which files can I upload? PDF files, up to 5 MB each, up to 10 at a time.

Can I upload Word documents? Not at present. Save the document as a PDF first.

My upload failed. See the table in Uploading CVs. The most common causes are a password-protected PDF and a scanned image with no readable text.

The profile has mistakes. Open the candidate and select Edit Profile. See Candidate profiles.

What does "Needs Review" mean? One or more details could not be confirmed automatically, usually because they were missing from the CV. Open the profile to see which.

Searching

I searched for a name and found nobody. Each word you type must start a part of the name. Typing the middle of a name does not match. Try the first few letters of the first name or surname.

Can I search by email? Yes. Use the Candidate Email filter with the full address or any part of it.

Matching

Why did a strong candidate score low? Check the job description first. A long must-have list lowers every score, because few people cover all of it. Then read the candidate's missing must-haves: the gap is always listed.

A candidate has the skill, but it is listed as missing. The CV may describe it in words that could not be linked to the requirement. Check the CV. If the skill is there, make your own judgement, and consider rewording the requirement in the job description.

The screen says "Scoring is out of date". The job description changed after candidates were scored. Select Re-run.

The screen says "Candidate profiles updated". A candidate was edited after they were scored. Select Re-run Matching.

Do I lose my shortlist if I run the match again? No. Candidates you shortlisted or rejected keep that status. Only the scores are updated.

Why do I only see some of the candidates? The list is cut at your shortlist target. Select Show all to see everyone who was scored.

Should I choose Whole CV Bank or Job CVs Only? Job CVs Only ranks the people who applied for this role. Whole CV Bank also looks at everyone else your company has on file.

Reports and forwardable CVs

The report is empty. A report lists the candidates you shortlisted. Shortlist at least one candidate for the job.

How do I save a report as a PDF? Select PDF, then choose "Save as PDF" in your browser's print dialog.

Does the forwardable CV include contact details? No. Email, phone, online profile links and references are always left out.

Privacy

Can other companies see our candidates? No. Each company has a private workspace.

What happens when I delete a candidate? The profile, its match results and the original CV file are removed. This cannot be undone.

Still stuck?

See Getting help for who to ask and what to include.