[Troubleshooting](https://www.cv-transformer.com/pt-BR/docs/troubleshooting)

# Troubleshooting

2 min de leitura

Solutions to common problems. Still stuck? Email [support@cv-transformer.com](mailto:support@cv-transformer.com).

## [Candidates](#candidates)

### [The Candidate button is disabled](#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](https://www.cv-transformer.com/en/docs/billing/credits).

### [A candidate shows a yellow clock](#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-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](https://www.cv-transformer.com/en/docs/billing/user-licenses).

### [The AI missed part of the CV](#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](https://www.cv-transformer.com/en/docs/candidates/prompt-examples).
- Check the layout's variables: clear names and **Custom AI instructions** help the AI. See [Variables](https://www.cv-transformer.com/en/docs/layouts/variables).

### [The proposal is in the wrong language](#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](https://www.cv-transformer.com/en/docs/layouts/translations).

### [A layout can't be chosen for new candidates](#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-isn-t-offered-when-sharing)

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

## [Email inbox](#email-inbox)

### [An emailed CV didn't become a candidate](#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](https://www.cv-transformer.com/en/docs/candidates/adding-candidates#file-types).

## [Integrations](#integrations)

### [CV-Transformer isn't in Bullhorn's Partner Name list](#cv-transformer-isn-t-in-bullhorn-s-partner-name-list)

Only Bullhorn support can add it. See [Bullhorn](https://www.cv-transformer.com/en/docs/integrations/bullhorn).

### [CV-Transformer shows for some Salesforce users but not others](#cv-transformer-shows-for-some-salesforce-users-but-not-others)

Give their profiles access to the package. See [Salesforce: profile access](https://www.cv-transformer.com/en/docs/integrations/salesforce#profile-access).

### ["Unable to import attachment from Seven20 AWS storage"](#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](https://www.cv-transformer.com/en/docs/integrations/seven20#aws-file-storage).

### [Candidates get the wrong owner in the ATS](#candidates-get-the-wrong-owner-in-the-ats)

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

## [Account](#account)

### [I didn't receive a one-time password](#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"](#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](https://www.cv-transformer.com/en/docs/getting-started/account#authentication).

## [API and webhooks](#api-and-webhooks)

### [Requests get a 429 response](#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](https://www.cv-transformer.com/en/docs/developers/api-keys#rate-limits).

### [A webhook stopped receiving events](#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](https://www.cv-transformer.com/en/docs/developers/webhooks#retries).

[AnteriorSecurity and privacy](https://www.cv-transformer.com/pt-BR/docs/security)