2 min read
Troubleshooting and FAQ
Quick answers when something does not happen the way you expected.
Calls
| What you see | Why, and what to do |
|---|---|
| Nobody is being called | Check the calling status in the top bar. The provider must be connected and Ready to call, simulation mode must be off for real calls, it must be within calling hours, and the campaign must be active. A paused campaign may have reached its spend cap or run out of credits. |
| “Waiting for calling hours” | Calls wait until the next calling window in your organization's timezone. |
| A candidate was skipped | The campaign lists the reason: wrong stage, already called in another campaign, on the do-not-call list, or no valid phone (they got a browser interview link instead). |
| No recording on a call | The provider may still be preparing it. It is requested again automatically; you can press Fetch recording again. Simulated calls never have audio. |
| Scores seem low | Short answers score low. Look at the per-question quotes, add remarks, and keep gates in Suggest only until you trust the numbers. |
Candidates and pipelines
| What you see | Why, and what to do |
|---|---|
| A candidate is not moving | They may be waiting for a remark, a manual review, a slot, or an outcome with nothing connected. Look at the Pipeline card and Needs attention. Use Move to… if needed. |
| “Needs a slot” | No AI interview slot was available. Add slots to the role's slot group, or let the candidate pick one. |
| I cannot open a role | Publish its application form first. Your plan may also limit how many roles can be open at once. |
| A new pipeline did not change existing candidates | That is by design. Migrate them from Versions, or move them with Move to…. |
| Someone was refused when applying | They may be in a cooldown after a recent rejection for the same role. You can add them yourself with the cooldown option ticked. |
Tests and interviews
| What you see | Why, and what to do |
|---|---|
| A test or AI interview was not sent | Check Plan & usage (the AI interview or online test limit may be used up), and that the pipeline step has an assessment or the role has an interview template and slot group. |
| “Too many wrong passcodes” | The candidate must wait 15 minutes. Check they are using the latest email, or resend the invitation. |
| An AI interview is flagged “needs a check” | An integrity check found something unusual, such as far more words than the time allows. Read the transcript and decide; nothing was rejected. |
| The candidate is in the waiting room | An interviewer must Admit them, unless admission is automatic in the video interview settings. |
Still stuck?
Open the ? in the top bar and choose Contact support, or Report a problem to send a screenshot of the page. Both give you a reference number and our replies arrive in Help & support. See Getting help from HumanEQ.
Related
AI screening callsConnect the calling agent, set calling hours, run campaigns, and read what each call captured.Building a pipelineDesign the steps each role's candidates go through in the visual builder: connect steps, add conditions, test, and publish in versions.AI interviewsOpen interview slots, let candidates book and join from the browser, and review scores with the full transcript.
Still have a question?
Write to us, or use Report a problem inside the app. We usually reply within a working day.