Troubleshooting & FAQ

Common questions we hear from Candio users, with fixes and links into the relevant docs.

Check your spam/junk folder first — magic-link emails occasionally land there. If the email arrived but the link says expired, request a new one. Links are single-use and expire after ~15 minutes.

If you were invited by an admin but no email ever showed up: Candio doesn’t send an automatic invite email when an admin adds you. The admin just adds your email under Settings → Users; you sign in yourself at the workspace URL. Ask them for the URL and sign in via magic link.

Your email isn’t a member of the workspace. An admin has to add you under Settings → Users with the exact email address you’ll sign in with. Emails are case-insensitive but the local part + domain must match letter-for-letter.

I can’t use Google / Microsoft SSO

Check that the email address on your Google or Microsoft account is exactly the one registered under Settings → Users. SSO can’t auto-create a workspace user — it only matches existing ones.

If SSO fails with a provider-side error (e.g. “Google couldn’t verify your account”), your IT team may be blocking third-party OAuth apps. Ask them to whitelist Candio, or use magic link in the meantime.

A candidate says they didn’t receive the confirmation email

Check the automation is on. Open the job → Edit wizard → Step 3 Automation. Look under When someone applies for the Send confirmation email toggle. If off, all future applicants are silent on apply.
Check the candidate’s email in HubSpot / the application timeline — typos in the form are the most common cause.
Check spam / promotions. Candio emails go out under your domain, but delivery depends on your sender reputation.
Check the Activity timeline on the application. Every email attempt is logged; if the send failed (bounce, rejected, etc.) it shows there.

The AI assessment never came back

Open the AI page in the sidebar. If your credit balance is 0, automatic AI pauses and manual actions show “Monthly credit limit reached”.
If credits are available, click Regenerate on the Candidate Assessment card. Temporary AI provider blips cause the occasional failure; retry almost always works.
If it still fails after 2 retries, contact support.

See AI credits for how credits are consumed and how to check your balance.

My Indeed feed isn’t showing jobs

Indeed manually reviews every new feed before it starts ingesting listings. Review times vary (hours to a few days). If you’ve been in “Submitted” for longer than that, open a ticket with Indeed Employer Support — not Candio; this is an Indeed-side queue.

Before submitting, confirm:

All offices hosting Open jobs have full location data (city, state, country, postal code).
Your Company Name, Logo URL, and Company Address are filled in under Preferences.
At least one job is published and Open.

I can’t find the candidate pipeline

The primary pipeline lives in the Candio app under Jobs. Click any job to see the Applications, Scorecards, Pipeline, and Activity tabs.

Every application also syncs to your HubSpot portal as a Contact + custom object record. If you’re a HubSpot power user and prefer HubSpot views, you can find candidates there too — see Review candidates.

An interviewer didn’t receive the scorecard request

Open the candidate’s Scorecards panel. Find the pending request for this interviewer.
Copy link — a direct URL you can DM them while you diagnose email delivery.
Click Resend to re-send the email.
Check the interviewer’s email address is correct; if not, Cancel the request and create a new one with the right email.

Interviewers do not need a Candio account. The tokenized link in the email is the full auth; any browser can open it.

I added a department, but existing jobs still don’t use it

Departments are assigned when a job is created. Adding a department to the Preferences list doesn’t retroactively change any job. To apply the new department to an existing job, open the job → Edit wizard → Step 1.02 → pick the new team.

Our AI credits reset at an unexpected time

AI credits reset on your billing anniversary, not the calendar month. If you signed up on the 14th, credits reset on the 14th every month. Your Billing page shows the exact next renewal date.

The wizard is stuck or won’t let me continue

Most often:

Step 1 — you haven’t typed a job title. Type one and Continue activates.
Step 2 — you added a knockout question with no text. Fill it in or click the ✕ to remove it.
Step 4 — no issues (rounds and scorecards are both optional to continue).
Step 5 — no issues (the Publish job button is always active on Step 5).

If the button is green but clicking does nothing, check the browser console for errors and refresh the page. Your draft is saved — refreshing never loses work.

I can’t publish — Active Jobs limit reached

You’re at your plan’s Open/Draft job cap. Close or Mark Filled an existing Open role to free a slot, or upgrade from Settings → Billing. Drafts count against the limit too; delete stale drafts from the Jobs list if there are any.

How do I contact support?

Email support@candio.io with your workspace URL and a screenshot of the issue. For urgent issues (pipeline down, can’t sign in) mention “urgent” in the subject line. Enterprise plans include a dedicated Slack-connect channel.