FAQs and troubleshooting for customers – English

In this article, we answer some of the most commonly asked questions. We also provide some troubleshooting pointers.

The information on this page is relevant to all users on any plan. Simply click your question below to be taken straight to the answer.

Account questions

Why can't I login to my account?

This is usually because the account has not yet been verified. Check your inbox and spam folder for an email from us, and follow the enclosed link to set your account password. After this, you will be able to gain access.

If the email is found in spam, mark it as Not Junk / Spam to ensure you receive communications from us in the future.

If you have not received this email, we recommend you contact your network administrator. They may need to whitelist our domain for you to receive our emails.

If you still cannot gain access, please contact us.

I'm not receiving my verification or password reset email.

First, check your spam folder. If it isn't there we recommend contacting your network administrator. They may need to whitelist our domain for you to receive our emails.

If this doesn't fix the issue, please contact us.

Why isn't my email address being accepted when registering for an account?

Our system does not accept personal email addresses such as Gmail, Yahoo, etc. for account creation. We also prevent registering with educational email addresses such as .edu and .ac addresses.

We have a few reasons for blocking sign up for certain email addresses:

Our service is for the use of companies to create and deliver pre-employment skills assessments as part of their hiring process. We do not provide personal training or educational services.
Blocking personal email addresses from registering prevents candidates from signing up and trying to take tests themselves before taking your assessment. Practice questions are provided before each test in an assessment so candidates have the chance to familiarize themselves with our platform.
Education-based emails are blocked to prevent students from signing up for our service to use it as a study aid.

If your business does not have a personalized domain, or you are employed by an educational institution, you can still register by contacting us.

How can I delete my account?

First, you need to downgrade your subscription to a Free plan. Once this is done, you can contact us to have your account deleted.

How do I add users to my account?

Users are added by going to the Team management tab within your account. You can then invite or remove users depending on your user role:

User role	Can invite:	Can remove:
Account owner	Admin, Recruiter, Hiring Manager	Admin, Recruiter, Hiring Manager
Admin	Admin, Recruiter, Hiring Manager	Recruiter, Hiring Manager,
Recruiter	Recruiter, Hiring Manager	Hiring Manager
Hiring Manager	-	-

Billing questions

Can I upgrade or downgrade my plan at any time?

Yes, you have the flexibility to upgrade or downgrade your plan at any time to better align with your evolving needs. You will continue to have access to the features of your initial plan until your subscription finishes. Please note, that if you are on a pre-existing Legacy plan you can only select to upgrade/downgrade to a Free, Starter or Pro plan going forward. For information on how to upgrade, downgrade, or cancel your plan, please read our guide: Subscribe to, change, or cancel a plan.

The Starter and Pro plans no longer have credits? What does this mean?

With the rollout of our new Starter and Pro plans, TestGorilla is now unlimited! Instead of credits, you can now simplify your hiring with access to unlimited assessments and candidates.

Can I switch from the previous credit-based plans to the new unlimited plans?

Yes, you can switch from the previous credit-based plans to the new Starter or Pro plans. For information on how to upgrade, downgrade, or cancel your plan, please read our guide: Subscribe to, change, or cancel a plan.

Can I remain on my existing Pay-as-you-go/Business/Scale plan?

Yes! You can remain on any pre-existing plans. Please note that if you would like to upgrade or downgrade your account going forward you will only be able to choose between the Free, Starter and Pro plans.

I'm currently on a Pay-as-you-go/Business/Scale plan. What happens with my remaining credits if I subscribe to a new plan?

The credit system is no longer in effect with the introduction of the new Starter and Pro plans. Instead of using credits, you now have access to unlimited candidates and assessments.

How are credits used?

Candidate credits are used on a per-candidate, per-assessment basis.

1 candidate can take 1 assessment for the cost of 1 credit.
1 candidate taking 2 assessments costs 2 credits.
2 candidates taking 1 assessment costs 2 credits.
2 candidates taking 2 assessments each costs 4 credits.

Assessment credits are used when an external candidate has been invited to the assessment and has started taking it. If you need more credits than your plan included, our system will allow you to accrue overages. We will charge for these each month.

If you run out of candidate credits while an assessment is live, we've got you covered! Your candidates will never be blocked from taking their assessment. Each candidate that takes the assessment will accrue a credit to be charged to your account. As soon as your candidate balance has been paid, you'll have access to the results.

Do you offer a free trial?

In lieu of a free trial, we offer a free plan. We also provide the ability to try most premium features for free. Simply create an assessment containing a premium test or feature, and invite one of your TestGorilla account users to take it.

Note: You will not be able to invite external candidates to a premium assessment that is being tried for free.

Do you offer pay-as-you-go plans?

We no longer offer a Pay-as-you-go plan. Our previous Pay-as-you-go plan is now a legacy plan.

How can I buy more credits if I run out?

If you need more credits than your plan included, our system will allow you to accrue overages. We will charge for these each month on your billing date. You can learn more about this here.

I'm having trouble accessing my billing details.

The Plan & billing tab is accessible to all users so you can see what plan you're on and how many credits are available, but only the account owner can change billing details. Please contact the responsible person on your team. In the interests of data protection, we will only discuss account/billing details with the Account Owner.

Where can I enter my company's VAT details?

VAT details are entered at the checkout screen when you are upgrading your plan and can be updated by managing your billing information.

If you are charged VAT, you will be informed of this during checkout, as it is not included in the advertised price. If you do not see a place to enter your VAT number, this is because you are not being charged VAT.

Can you provide me with a quote or purchase order?

Yes, we can provide a quote for your desired plan. Please contact us for further details.

Do you offer discounts for non-profit organizations?

Yes, we do. Contact us with proof of your non-profit status, and we will provide you with a discount code to use during checkout.

How can I cancel my plan?

We’re sorry to see you go! As with other billing items, only the account owner can cancel your plan. To cancel, simply downgrade to the free plan.

Your plan will continue to be active for the duration of the billing cycle and you will still have access to all data and features during that time.

Assessment & test questions

What is the difference between a test and an assessment?

A test is a collection of questions used to assess the skills of the test taker in a particular subject, while an assessment is a collection of individual tests and custom questions.

To elaborate further, questions are pulled from the TestGorilla question bank to be used in a test, which gets added to an assessment. An assessment can contain a maximum of 5 tests, and 10 or 20 custom questions (depending on your plan).

Are tests available in different languages?

Yes. We are thrilled to announce that we now offer the full candidate experience in:

English
Dutch
Spanish (Latin American)
French
German
Italian
Portuguese
Japanese
Norwegian
Swedish
Danish
Polish

While our full test library is still only available in English, 40+ of our tests are now offered in each of the other languages, as are test instructions and candidate invitations.

More languages are coming soon, so watch this space for that information!

Can I choose the test questions that will be asked to the candidates?

For the purpose of preserving test integrity, this is not a feature we offer. Most of our tests have question banks of at least 100 questions, chosen through a proprietary algorithm designed to help ensure questions are used at an equal rate. Once a question has been used too many times, it is then retired and replaced by a new question. Because of this, we do not allow these question banks to be viewed in full by any individuals.

What new tests have been released recently?

We're always developing new tests for our test library. You can check out our latest releases in the list shown below.

Can I set a deadline for the completion of my assessment?

Yes! If you are on a Starter and Pro plan, you can set an assessment deadline starting 24 hours into the future from the initial assessment creation time, which will automatically close upon the elapsed time. This information will then be included in the invitation email to the assessment. If an assessment deadline expires while a candidate is taking the assessment, they will still be able to complete it.

Can I test my assessment myself?

Yes, you can and it is encouraged! Registered account users can be invited to take the assessment without using any of your assessment or candidate credits; this will enable you to experience the assessment in the same way your candidates will. You will see the assessment exactly as they will see it. You can then use your own results as a baseline for your candidates.

What new tests are coming soon?

We're continuously expanding to allow you to create the perfect assessment. Most of this expansion takes place in role-specific skill tests. These tests evaluate your candidates' ability to hit the ground running in the role you're hiring for. But we also continue to develop tests in other categories, such as software skills, programming skills, situational judgment, personality & culture, and language proficiency.

The following tests are currently in development:

Do you offer proctored assessments?

We offer various proctoring measures to give you some peace of mind. However, we do not offer one-on-one proctoring.

How can I delete an assessment?

Assessments can not be deleted. However, they can be archived.

If your assessment was created but you didn't invite any candidates, you can simply repurpose it. You can change its name and content to suit your current needs.

Note: If you have invited candidates to an assessment, it can not be edited.

How do I edit an assessment?

Assessments can only be edited before candidates are invited. This is to ensure that all candidates receive the same assessment, under the same conditions. If you need to make a change, clone the assessment and archive the existing one. You can then make any necessary changes before inviting candidates again.

Note: Cloning an assessment and inviting new candidates to it will use an assessment credit.

How do I change the time limits on the tests?

You can allow an increase in time while creating your assessment, in Step 4: Review & configure. You can choose to allow up to 90% additional time for each test within your assessment. This only affects tests from our test library, and not your custom questions; you can set your own time limits for those questions.

Caution: Adding additional time means you cannot make use of our scoring benchmark. As your candidates are taking the tests with a different time limit, they can not be accurately compared to candidates who have taken the test with the standard time limit. You will only be able to compare your candidates based on their % correct scores.

Analyzing results questions

How can I download my candidates' results?

To download your individual candidates' detailed scores, go to the specific candidate's results screen. At the top of the screen, press the Download results icon (a cloud with a downward pointing arrow). Depending on your plan, you will have different options for the available formats of the download:

Excel and CSV formats will provide you with a spreadsheet detailing the candidate's scores, your rating, and notes, as well as information from the anti-cheating monitor.
PDF format, available to customers on the Starter and Pro plan, provides you with a report more similar to what you can view from the dashboard. It includes all of the above information, as well as more detailed results for personality tests and links to the candidates' answers to custom questions.

You can also download the full assessment results and statistics from the assessment overview. This guide provides detailed instructions on how to do this.

How can I see the questions and answers to the tests?

To protect the integrity of our tests, we do not disclose the questions or their answers under any circumstances. However, you can make use of detailed scoring to see how your candidate performed.

I am not seeing the results from my culture add survey. Why is this?

This is likely because you have not set your answers for the survey. We do not have default answers for this, as each job posting will have different requirements. Either you or a colleague can set the answers for the survey, these answers can then be reused for future surveys if needed.

Why are my candidate scores so low?

The default benchmark setting is All Candidates. This means they are being compared to all other candidates who have taken the same tests. With this benchmark selected, the score shown is a percentile rank. If a candidate has 40% displayed, this means they performed better than 40% of candidates who took the same test. While this may seem low, bear in mind that they are potentially being compared to thousands of others.

To see the percentage of correct answers your candidate achieved, select the % correct benchmark.

What is benchmark scoring?

Benchmark scoring allows you to make fair comparisons between candidates. Your candidates' tests are scored as a percentile rank, demonstrating how they performed relative to other candidates. This allows you to fairly compare your candidates against each other, or others with similar qualifications, seniority level, or experience!

Candidate related questions

Can a candidate use a mobile device to take their assessment?

While the candidate can take their assessment on a mobile device, we do not recommend it. This is because the small screen size can make answering questions very difficult. We highly recommend using a laptop or desktop computer and using Chrome as the browser.

Additionally, if the assessment contains questions that require the use of programming skills, they will be shown a warning that discourages them from taking the assessment on a mobile device. This is because writing code on a mobile device is so difficult.

Can I see how long my candidate took to complete the assessment?

This is not a feature we currently offer. However, we are working on ways to improve the information displayed to you. While we can't provide a definite timeframe for this, our product roadmap details the features we are working on and is updated with every new release of our product.

How can I reduce the number of candidates using my public link?

The beauty of a public link is that it allows you to assess candidates with the required skills regardless of the CV they can present. This means large quantities of candidates requesting to take your assessment.

However, this might mean that candidates who don't meet the minimum requirements attempt to apply. To help resolve this, we recommend utilizing qualifying questions to ensure that only candidates who meet your requirements are presented with your assessment.

Candidates who fail the qualifying questions are disqualified before the assessment begins, saving you both time and money.

My candidate experienced technical issues. How can I reset the assessment for them?

It isn't possible to reset assessments. If a candidate needs to retake a portion of the assessment for any reason, they will need to start over. To do this, you will first need to delete them from your candidate list. You will then invite them again.

Please note that your candidate will receive the same questions they were shown before, which may influence their results. We recommend downloading the candidates' original results before deleting the candidate from the assessment, then advising them to skip all tests and questions that they have already answered.

Why can't I invite candidates to my assessment?

First, check the content of your assessment. If your assessment has a yellow diamond icon next to it, this indicates that it uses a feature not included in your current plan. Once you access your assessment, you will see the same diamond icon next to the feature which is blocking you. This tends to be public links, premium tests, or qualifying questions.

You can trial premium features by inviting yourself and other registered account users to take this assessment, but you will need to upgrade your plan to be able to invite external candidates. Alternatively, you can edit the assessment to remove the premium feature.

If this doesn't seem to be the issue, please contact us.

Why is a candidate's email address not being accepted?

When you invite a candidate to an assessment, we run their email address through a system that validates its authenticity. If the address is flagged as fake or likely fraudulent, it will be blocked. Emails that contain a lot of numbers or random characters are more likely to be flagged as fraudulent.

Check that the email address has been typed correctly. If you are certain it is correct and valid, and you have had communication from the candidate using that email address, please contact us.

What instructions does my candidate receive?

When you invite a candidate to your assessment, they receive an email through the TestGorilla platform inviting them to take an assessment. The default email will contain links to some help articles, as well as a brief explanation of what to expect from the assessment. Before they begin the assessment, they are provided with an explanation of why they are being asked to take an assessment, the time it is expected to take, and what types of things to encounter during the assessment.

For a more detailed look into what instructions your candidate will receive, check out our Step-by-step guide for candidates. If you'd like to provide different or more information, you can edit the invitation email and add a welcome video.

How can candidates get support when they are completing an assessment?

We aim to make the testing experience as positive and effortless as possible for your candidates. If your candidates run into a problem, we're here to help.

There are two ways candidates can get technical support:

Help center. The candidate guides in our help center is the fastest way to get help for our most common questions, such as troubleshooting basic camera setup and what tools are needed for the assessment.
Direct support. If a candidate needs more help than is provided in our help center, they can contact us directly This can be done while taking the assessment: below each assessment is a contact link.

In this article, we answer some of the most commonly asked questions. We also provide some troubleshooting pointers.

Account questions

Billing questions

Assessment & test questions

Analyzing results questions

Candidate related questions

Other questions

Account questions

Why can't I login to my account?

I'm not receiving my verification or password reset email.

Why isn't my email address being accepted when registering for an account?

How can I delete my account?

How do I add users to my account?

Billing questions

Can I upgrade or downgrade my plan at any time?

The Starter and Pro plans no longer have credits? What does this mean?

Can I switch from the previous credit-based plans to the new unlimited plans?

Can I remain on my existing Pay-as-you-go/Business/Scale plan?

I'm currently on a Pay-as-you-go/Business/Scale plan. What happens with my remaining credits if I subscribe to a new plan?

How are credits used?

Do you offer a free trial?

Do you offer pay-as-you-go plans?

How can I buy more credits if I run out?

I'm having trouble accessing my billing details.

Where can I enter my company's VAT details?

Can you provide me with a quote or purchase order?

Do you offer discounts for non-profit organizations?

How can I cancel my plan?

Assessment & test questions

What is the difference between a test and an assessment?

Are tests available in different languages?

Can I set a deadline for the completion of my assessment?

Can I test my assessment myself?

What new tests are coming soon?

Do you offer proctored assessments?

How can I delete an assessment?

How do I edit an assessment?

How do I change the time limits on the tests?

Analyzing results questions

How can I download my candidates' results?

How can I see the questions and answers to the tests?

I am not seeing the results from my culture add survey. Why is this?

Why are my candidate scores so low?

What is benchmark scoring?

Candidate related questions

Can a candidate use a mobile device to take their assessment?

Can I see how long my candidate took to complete the assessment?

How can I reduce the number of candidates using my public link?

My candidate experienced technical issues. How can I reset the assessment for them?

Why can't I invite candidates to my assessment?

Why is a candidate's email address not being accepted?

What instructions does my candidate receive?

How can candidates get support when they are completing an assessment?

Other questions

Can I get a notification when a candidate completes an assessment?

Can TestGorilla be used for training or educational purposes?

Do you offer reseller rates?

How do I turn off proctoring measures?

What if I have an expired assessment?

Is TestGorilla GDPR compliant?

Is TestGorilla SOC2 compliant?

Will our data be private and safe?

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