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Troubleshooting
Available onEvery plan
Find your problem in the tables below. If none of these fixes it, email support@infyva.ai with the candidate or job name and what you saw. For sign-in problems with single sign-on, see Troubleshooting SSO.
Invites and links
| Problem | Likely cause | Fix |
|---|---|---|
| The candidate says the invite never arrived. | It went to spam, or the address is wrong. | Ask them to check spam. In the candidate's drawer, click Copy invite link and send it yourself, or open the interview from Interviews and click Resend invite. |
| The candidate shows Email bounced. | The address bounced, or it bounced or marked our email as spam before. The interview was closed and its credit returned. | In the candidate's drawer, enter the Correct email and click Fix email and resend. |
| The candidate sees This interview link has expired. | The link's time ran out. The default is 72 hours. | Send a new invite. The credit held for the expired link comes back on its own. |
| The candidate sees This interview link was turned off. | Someone revoked the link. | In the candidate's drawer, click Copy invite link to get the new link, or open the interview from Interviews and click Resend invite. |
| The candidate sees The time for this interview is over. | They passed the interview's time limit. Their earlier answers were saved. | Review what they completed. Send a new invite only if you want them to try again. |
| The candidate sees This interview continued on another device. | They opened the link in a second tab or device and chose to continue there. | Ask them to use one device. The other tab stops on purpose. |
| No reminder emails went out. | Reminders are sent only for interviews with a future start time. Send now invites have none. | Use Pick a time or a booking link if you want reminders. See Reminders, expiry and revoking. |
Credits and plans
| Problem | Likely cause | Fix |
|---|---|---|
| A message says you're out of credits. | Your plan's monthly credits and top-ups are used up. New interviews can't be sent until you add more. | Click Add a top-up or See plans. Credits held for unfinished interviews come back on their own. See How credits work. |
| Your trial ended. Choose a plan | The Pro trial is over, so the workspace is read-only. Reports, candidates and jobs stay readable. | Choose a plan to send new invites. See Plans and pricing. |
| A feature is greyed out with a badge such as Available on Pro. | The feature is not on your plan. | Click the badge to see the plans. See Features not on your plan. |
Reports
| Problem | Likely cause | Fix |
|---|---|---|
| The report shows Generating report for a long time. | The report job is slow or got stuck. Stuck reports are retried on their own every 5 minutes, up to 3 times. | Wait a few minutes and refresh. |
| The report shows Report failed. | It did not finish after several automatic attempts. | Click Retry. If it fails again, contact support. See Retry and re-grading. |
| The report says Insufficient evidence, needs human review. | There was too little in the answers to score fairly. | Read the answers before deciding. See Held reports. |
| A Live AI report says Interrupted, not scored. | A problem on our side stopped the interview. It wasn't scored or ranked and no credits were used. | Click Send a new invite. |
Candidates: microphone, camera and browser
| Problem | Likely cause | Fix |
|---|---|---|
| This browser cannot use a microphone. | The browser is old or not supported. | Open the link in a current version of Chrome, Edge, Safari or Firefox. |
| The microphone or camera check fails. | The browser was not allowed to use the device, or another app is using it. | Allow the microphone and camera in the browser's site settings, close other apps that use them, and reload. See Check your device. |
| We couldn't hear you. Please record your answer again. | Nothing was heard in that take, so nothing was saved. | Check the right microphone is selected and record again while the question's time remains. |
| The candidate can't use a camera at all. | No camera, or a reason they can't be on camera. | They can click Request an accommodation, and you can send an invite without a camera. See Accommodations. |
| The window check won't let the candidate continue. | The window must be full size before the interview starts. | Maximize the window, or click I can't make this window full size and give a reason. |
| Connection lost. Saving answers locally… | The candidate's internet dropped. | Keep the page open. Nothing recorded is lost, and it finishes by itself when the connection is back. See I lost connection. |
Live AI
| Problem | Likely cause | Fix |
|---|---|---|
| There is no Live AI interview option. | Live AI is not switched on for your workspace yet, or your trial ended without a plan. | Live AI is on every paid plan. If you have a plan and still don't see it, email support. |
| The candidate sees This interview is unavailable right now. | Your workspace had no credits left when the candidate joined. You get an email saying nothing was charged. | Add a top-up in Settings > Plan and credits, then send a new invite. See Minutes and billing. |
| The candidate sees Your interview opens with a time and a countdown. | They joined more than 15 minutes before the start time. | Ask them to come back closer to the start, or keep the page open: it opens on its own. |
| The candidate sees We couldn't start your interviewer. | Nova did not join the call. This is a problem on our side and doesn't count against the candidate. | They can try again. After the last try, send a new invite. See If Nova can't join. |
Integrations
| Problem | Likely cause | Fix |
|---|---|---|
| Connection test failed when connecting an ATS. | The key is wrong, or it lacks the permissions the help text lists. | Create a new key with the listed permissions and try again. |
| Add your webhook secret. on an ATS page. | ATS webhooks are refused until the connection has a secret. Scheduled syncs keep running. | Click Update credentials and add the secret you set on the ATS webhook. |
| Write-back is Off for Greenhouse or Workable. | No write-back user was entered. | Click Update credentials and add the Greenhouse user ID or Workable member ID. |
| An ATS update in the Sync log is Failed with "Reconnect the ATS with a valid key". | The ATS rejected the saved key. | Click Update credentials, enter a valid key, then click Retry on the failed row. |
| ATS updates show Retrying. | The ATS was rate limiting or unavailable. | Nothing to do. They retry on their own. Click Retry on any that end as Failed. |
| New ATS candidates take hours to appear. | No ATS webhook is set up, so mapped jobs re-sync every six hours. | Click Sync now, or add the webhook. See Integrations overview. |
| Webhook deliveries show Failed or Retrying. | Your endpoint did not answer 2xx within 10 seconds, redirected, or could not be reached. | Check Response in the Delivery log, fix the endpoint, then click Send test. See Webhooks. |
| Your receiver rejects every webhook signature. | The signature is checked against parsed and re-serialized JSON, the wrong secret, or the secret was rotated. | Verify over the raw body with the endpoint's current secret. |
| Webhook URLs must be publicly reachable | The URL points to a private or local address. | Use a public HTTPS URL. |
An API call returns 401 "The admin who created this key is no longer an owner or admin." | The key's creator left or lost the admin role. | Create a new key from a current owner or admin. See Public API. |
| The calendar card says Reconnect needed. | The calendar was connected before Infyva could add interviews to it. | Click Reconnect in Settings > My account. See Google and Outlook calendars. |