Troubleshooting

2 min lesing

Solutions to common problems. Still stuck? Email support@cv-transformer.com.

Candidates

The Candidate button is disabled

Your organization is out of credits. Someone with the Billing permission can top up or start a subscription on the Billing page. See Credits.

A candidate shows a yellow clock

The candidate is pending: it arrived from your ATS or email inbox while you were out of credits. Open it and click Activate candidate after topping up.

"You don't have a user license for this organization"

You don't have the permission to edit candidates, which needs a user license on your organization's subscription. Ask an admin to give you the permission. When an admin sees "All user licenses are in use", they need to free a license or add licenses first. See User licenses.

The AI missed part of the CV

  • Open the attachment to see the text CV-Transformer read. If it's empty or garbled, the PDF is probably scanned: choose Extract text using OCR in the attachment's menu.

  • Point the AI to the missing part, such as "Fill in the educations; they start under 'Training' in the CV". See Prompt examples.

  • Check the layout's variables: clear names and Custom AI instructions help the AI. See Variables.

The proposal is in the wrong language

Change the candidate's Language in the editor's sidebar. The layout must have that language; see Translations.

A layout can't be chosen for new candidates

The layout is archived. Unarchive it on the Layouts page.

Word isn't offered when sharing

Word output isn't enabled for your organization. Contact us to turn it on.

Email inbox

An emailed CV didn't become a candidate

  • The sender must be a member of the organization or match Allowed senders under Settings → Inbox.

  • The email needs an attachment of a supported file type.

Integrations

CV-Transformer isn't in Bullhorn's Partner Name list

Only Bullhorn support can add it. See Bullhorn.

CV-Transformer shows for some Salesforce users but not others

Give their profiles access to the package. See Salesforce: profile access.

"Unable to import attachment from Seven20 AWS storage"

Your Seven20 instance stores files in AWS, and CV-Transformer doesn't have credentials for it yet. See Seven20: AWS file storage.

Candidates get the wrong owner in the ATS

Link each member to their ATS user under Settings → Integrations.

Account

I didn't receive a one-time password

Check your spam folder, then choose Send new one-time password.

I can't open an organization: "Multi-factor authentication required"

The organization requires multi-factor authentication. Set it up under Settings → Authentication in your account. See Your account.

API and webhooks

Requests get a 429 response

The API key is over its rate limit. Wait for the time in the Retry-After header, or request a higher limit on the key's page. See API keys.

A webhook stopped receiving events

After failing every attempt for an event, a webhook is disabled. Fix the endpoint and enable it again under Settings → Webhooks; events that were waiting are sent then. See Webhooks.