The invite
I sent an invite and nothing came back
We only accept an invite whose organizer is on your confirmed domain, or on the extra address list at your settings link. An invite sent by an external recruiter, or from a personal address, is dropped on purpose: without that rule anyone who could forge a From header could open sessions against your account.
Also check the address itself for a typo, and that it was added as an attendee rather than pasted into the meeting body. We read the invite, not the text.
The candidate never got their email
Our reply to you says whether anyone was emailed. If it says nobody was, the invite had no external attendee: everyone on it was on your own domain, so there was nobody we could identify as the candidate. Forward them the code from that reply.
Otherwise it is ordinary mail delivery. Ask them to check spam.
The interview is recurring
Recurring invites are refused. One session per meeting is the whole model, and a recurring series has no single meeting to attach to. Send a one-off invite for the interview itself.
The interview moved
Nothing to do. A reschedule reaches us as an update to the same meeting, and the session, the code and the link all follow it. Nobody is re-emailed, deliberately: a mail on every calendar nudge is how a useful tool becomes noise.
One exception: a code stops working once the meeting is over. A meeting that slips well past its slot needs a fresh invite rather than the old link.
During an interview
The session page is stuck on "waiting"
The page waits for a live heartbeat from the agent, so it stays amber until the candidate has actually connected. Check, in order:
Is the downloaded app running? Was the code pasted and Connect pressed? Is a corporate VPN, proxy, or firewall blocking outbound HTTPS to InterviewWatch? Asking the candidate to switch to a personal network resolves most of these in under a minute.
The page updates itself, so there is no need to reload it.
The page says the candidate is ready but nothing is being recorded
That is correct behaviour before the interview. The agent arms at consent and records nothing until the interview itself, so an armed agent that is not recording is simply a candidate who got set up early. It starts on its own; neither of you has to do anything.
The interview code is not accepted
Codes belong to one specific meeting. Make sure the candidate is using the code from the email for this interview, copied rather than typed, with no trailing space.
A code also stops working once the meeting is over, and immediately if the meeting was cancelled. In both cases, send a new invite.
The candidate closed the app by mistake
They can run it again and paste the same code, as long as the interview is still on. The session picks up where it left off, and the gap shows on the timeline as a break in coverage rather than being papered over. Closing the app does not end the interview or send the report early; only pressing End session, or the interview finishing, does that.
The candidate is on a Mac
The agent is Windows 10 or 11 only. A candidate on a Mac cannot be monitored today, so either they use a Windows machine or you run that round without us.
Reports
The report never arrived
A report is produced when the agent actually monitored the interview. If the candidate never paired, or was not running the agent while the interview took place, the session ends without one: there is nothing to report on, and a clean score over a session nobody was watching would be evidence of nothing.
If the agent did run, open your session link. The report is on the same page, and it is mailed to your side of the invite on the meeting's own thread.
The report is not in the meeting thread
Most mail clients thread it under the original invite. Outlook also groups by subject, and our subject is not the meeting's, so it may sit on its own there. That is deliberate: a meeting subject usually contains the candidate's name, and we do not store it.
I lost the session link
Use the lost-link page with the session code and your own address. We mail the link to you, but only if your address is one of the tenant's own people on that invite, so a candidate holding the same code gets nothing.
Verify report says the signature does not match
Three possible causes: the file was altered after it was signed, it was signed by a different InterviewWatch deployment, or it is not a signed report at all (for example a re-saved or reformatted copy). Download a fresh copy and verify that.
The report warns about telemetry coverage
The agent was blind for part of the interview: the machine slept, the network dropped, or the app was closed and reopened. The warning states the percentage and the longest gap. Treat a clean result under low coverage as weaker evidence than a clean result under full coverage.
Your account
The confirmation email never arrived
Check spam and any corporate mail filtering, then sign up again with the same address: an unconfirmed signup does not block a second attempt from the same domain. Allowlisting our sending domain solves it permanently for the whole company.
Signup says the domain is taken
Someone at your company confirmed it already. Whoever did has the settings link, and adding you is not necessary anyway: anyone on a confirmed domain who is on the meeting already counts as your side of the interview.
Signup will not accept my email
Shared mailbox domains (gmail, outlook, yahoo and the like) and throwaway services cannot be claimed. The domain is what separates your interviewers from candidates, and no one company can be said to own a mailbox provider. Use your work address.
I lost my settings link
Open the confirmation link from your original signup email again; it re-sends the welcome message with the settings link in it. If that email is gone too, email us.
A colleague on another domain is not getting reports
Add their address on your settings link. Only your confirmed domain and that list count as your side of an interview; anyone else on the invite is treated as the candidate.