We understand that ensuring a smooth assessment process for your candidates is crucial for effective franchisee recruitment. Occasionally, candidates or clients may encounter issues with candidate access to assessments. In such cases, we recommend following this checklist of steps to troubleshoot and resolve the problem.
Candidate has not received their email
Ensure they have checked their junk/spam email inbox.
Verify their email address is correct against their contact. If any candidate information needs updating, make the necessary changes and resend the assessment invitation via the candidate’s Application.
You can use the new “Share” functionality to copy the link to the assessment directly and send it to the candidate to ensure delivery. Navigate to the candidate’s application, then click the “Share” button underneath the assessment. Then copy the link from the “Share link to assessment” pop-up and share it with the candidate. Ensure to include any necessary attachments in your communications with them, if they haven’t already received it.
Some email clients and email providers incorrectly quarantine emails, particularly Microsoft email systems (Office 365, Outlook.com, etc). This is an industry-wide issue affecting many platforms, as email providers continually update their systems to combat spam and the rapidly growing problem of email phishing attempts. If you suspect that none of your emails are reaching your candidate, try asking them for a different email address.
Candidate has not received the One-Time Password
Ensure that you have accurately captured the candidate's phone number. Incorrect or outdated contact information can lead to access issues. If any candidate information needs updating, make the necessary changes and resend the assessment invitation via the candidate’s Application. This step ensures that candidates receive the communication on their updated contact details.
Resend the assessment invitation
If any candidate information needs updating, make the necessary changes and resend the assessment invitation via the candidate’s Application. This step ensures that candidates receive the communication on their updated contact details. Further details and steps on how to do this can be found on the Learning Center article on "Resend or reissue an assessment".
Candidate sees white or blank screen
If the candidate receives their OTP but encounters issues logging in or sees a blank screen, consider the following:
Update the Device or Browser: Advise the candidate to update their device or browser to the latest version. This helps ensure compatibility with FranchiseLab's platform.
Try a different Device or Browser: If the problem persists, encourage the candidate to try accessing the assessment using a different device or browser.
Check for network issues
Sometimes, access issues may arise due to network problems, particularly in areas with spotty connections. Ask the candidate to try accessing the assessment from a location with a stable internet connection.
Contact FranchiseLab Support
If the candidate's access issues persist despite trying the above steps, we are here to assist. Please reach out to FranchiseLab support for further troubleshooting.
When contacting support, kindly provide the following details to help us expedite the resolution:
Description of the Issue: Specify whether the candidate is not receiving the One-Time Password (OTP), facing login problems, or experiencing a blank screen.
Device & Browser Information: Share the candidate's device (e.g., smartphone, tablet, computer) and browser (e.g., Chrome, Firefox, Safari) details, along with their respective versions.
Our team is committed to ensuring a seamless experience for you and your candidates. Feel free to contact us at support@franchiselab.com with any questions or concerns. We're here to support you every step of the way.