Common Issues & Solutions
Comprehensive troubleshooting guide
Quick solutions to the most frequently encountered problems. If you can't find a solution here, contact our support team.
WorkLab (ATS) Issues
Assessment link shows "Assessment Not Available"
Why this happens:
The assessment link only works AFTER you click the "Share" button on Step 3 (Review & Deploy).
Solution:
- 1. Go back to the Recruitment Tool
- 2. Navigate to Step 3: Review & Deploy
- 3. Click the green "Share" button
- 4. Wait for the "Assessment Published!" confirmation
- 5. Now the link will work
"Build All" button not generating quiz questions
Try this:
- • Refresh the page and try again
- • Check that you completed Step 1 (Job Details) fully
- • Wait for the generation to complete (can take 30-60 seconds)
- • If issue persists, use the "Regenerate Quiz" button on the specific quiz component
Can't find my saved jobs
Solution:
- • Click "Job Library" in the sidebar (or Recruitment Tool → Job Library toggle)
- • Use the search bar to find jobs by title or company
- • Check the 6 filter dropdowns (Company, Location, Experience, Job Type, Work Mode, Status)
- • Try the "Refresh" button to reload the list
Analytics showing "No candidates"
Reasons:
- • Assessment hasn't been published yet (click "Share" first)
- • No candidates have started the assessment yet
- • Candidates may still be in progress (check "Interactions" tab for real-time activity)
LearnLab (LMS) Issues
"Assessment Source" button not responding
Solution:
Refresh the page. The button requires a fresh session to activate properly.
Step 2/3 locked after selecting source
Why:
You need to click the "Continue to Details" button at the bottom of the page, not just the step button in the progress bar.
Analytics showing old data
Solution:
- 1. Click the "Clear Cache" button at the top of Analytics page
- 2. Wait 2 seconds
- 3. Click "Refresh"
- 4. Data is cached for 30 minutes, so clearing cache forces a fresh load
Quiz not appearing in Library
Reason:
You need to click "Save to Library" after generating the quiz. Unsaved quizzes are lost on page refresh.
Settings Issues
"Email field is disabled — I can't change my login email"
Why:
Email is the primary account identifier and cannot be changed for security reasons.
Solution:
- • Use "Preferred Contact Email" to add an alternative notification email
- • If you absolutely need to change login email, contact Upstack AI support
Calendar integration shows 'Connected' but events aren't syncing
Try this:
- 1. Click the "Refresh connections" button under Calendar Integrations
- 2. If still not working, disconnect and reconnect your calendar (re-authorize OAuth)
- 3. Check that you granted full calendar access during OAuth authorization
"I don't see the Companies tab"
Reason:
You're in In-house mode
Solution:
- 1. Go to Settings → General → Account Type
- 2. Select "I create jobs for many companies" (Agency/Recruiter mode)
- 3. Click "Update Settings"
- 4. The Companies tab will now appear in Settings
Subscription button isn't working
Check:
- • Ensure JavaScript is enabled
- • Allow pop-ups for upstack.ai (Stripe checkout opens in new window)
- • Try refreshing the page
- • If still stuck, contact support for billing assistance
General Issues
Can't find Education Tool features
Solution:
The Education Tool is currently available at learnlab.upstack.ai. Click the "Education" button in the top-right header to access it.
Page is loading slowly
Possible causes:
- • Large job library (1000+ jobs) - use filters to narrow results
- • AI generation in progress - wait for completion
- • Network issues - check your internet connection
- • Browser cache - try clearing browser cache and refreshing
"Session expired" message
Why:
Your login session has timed out after period of inactivity.
Solution:
Simply log in again at upstack.ai/login. Your work is auto-saved.
Still having issues?
If you couldn't find a solution here, our support team is here to help.
Contact Support →