FAQs and troubleshooting for customers

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

  1. Why can't I login to my account?
  2. I'm not receiving my verification or password reset email.
  3. Why isn't my email address being accepted when registering for an account?
  4. How can I delete my account?
  5. How do I add users to my account?

Billing questions

  1. How are credits used?
  2. Do you offer a free trial?
  3. Do you offer pay-as-you-go plans?
  4. How can I buy more credits if I run out?
  5. I'm having trouble accessing my billing details.
  6. Where can I enter my company's VAT details?
  7. Can you provide me with a quote or purchase order?
  8. Do you offer discounts for non-profit organizations?
  9. How can I cancel my plan?

Assessment & test questions

  1. Are tests available in different languages?
  2. Can I choose the test questions that will be asked to the candidates?
  3. Can I reuse previous culture add survey answers?
  4. Can I set a deadline for the completion of my assessment?
  5. Can I test my assessment myself?
  6. Do you have a particular test?
  7. Do you offer proctored assessments?
  8. How can I delete an assessment?
  9. How do I edit an assessment?
  10. How do I change the time limits on the tests?

Analyzing results questions

  1. How can I download my candidates' results?
  2. How can I see the questions and answers to the tests?
  3. I am not seeing the results to my culture add survey. Why is this?
  4. Why are my candidate scores so low?
  5. What is benchmark scoring?

Candidate related questions

  1. Can a candidate use a mobile device to take their assessment?
  2. Can I see how long my candidate took to complete the assessment?
  3. How can I reduce the number of candidates using my public link?
  4. My candidate experienced technical issues. How can I reset the assessment for them?
  5. Why can't I invite candidates to my assessment?
  6. Why is a candidate's email address not being accepted?

Other questions

  1. Can I get a notification when a candidate completes an assessment?
  2. Can TestGorilla be used for training or educational purposes?
  3. Do you have affiliate or reseller rates?
  4. How do I turn off proctoring measures?
  5. Why do assessments expire after 60 days?

Account questions

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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.

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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.

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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 to 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.

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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. 

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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 - -

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Billing questions

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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.

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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.

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Do you offer pay-as-you-go plans?
Yes, we offer a Pay-as-you-go plan. It includes 1 assessment credit and 100 candidate credits to start, with the option to purchase more credits as needed. Full details of this plan can be found on our pricing page.

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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.

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I'm having trouble accessing my billing details.
The Plan & billing tab is only accessible by the Account Owner. 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.

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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.

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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.

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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.

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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.

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Assessment & test questions

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Are tests available in different languages?
Yes. We are thrilled to announce that we now offer the full candidate experience in three languages including:

  • English
  • Dutch
  • Spanish (Latin American)

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!

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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.

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Can I reuse previous culture add survey answers?
Yes, you can reuse the answers from a previous survey! After adding the culture survey to an assessment, you need to go to the particular assessment to set your answers. You are given the choice of choosing answers from a previous survey or selecting all new answers.

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Can I set a deadline for the completion of my assessment?
It isn't currently possible to automate the setting of deadlines. As a workaround, you could set a deadline by customizing your invitation email to your candidates, clearly stating your deadline within the invitation. You can then archive your assessment once your deadline passes. Candidates will no longer be able to access the assessment once it has been archived.

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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.

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Do you have a particular test?
Our test library grows every week as we continue to develop new tests. If there is a specific test you are looking for that doesn't appear in our test library, you can check this article for our tests currently under development. You can look at this article to see our most recently published tests.

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Do you offer proctored assessments?
We offer various proctoring measures to give you some peace of mind, in the form of AI proctoring. However, we do not offer one-on-one proctoring.

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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. Please note, if you have invited candidates to an assessment it can not be edited.

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

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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.

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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.

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Analyzing results questions

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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 Scale plan and higher, 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. 

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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. 

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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 yourself or a colleague can set the answers for the survey, these answers can then be reused for future surveys if needed.

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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.

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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!

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Candidate related questions

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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.

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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.

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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 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.


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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. 


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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


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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


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Other questions

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Can I get a notification when a candidate completes an assessment
You can turn on email notifications by clicking on your name and selecting Notifications from the dropdown menu. Click the checkbox and Save changes to enable this setting.

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Can TestGorilla be used for training or educational purposes?
Our platform is not intended for education or training uses, but we do have customers who use it for this purpose. Customers on the Scale plan and higher can create their own tests, have them scored by our platform, then see the detailed results. Creating your own test offers you some control over the questions your candidates will be asked, as all questions will be of your creation.

Tests from our test library have question banks of at least 100 questions each, with questions chosen at random every time a test is added to an assessment. Regardless of whether you use a created test or tests from our library, we do not display the answers the candidate chose.

While some of our tests are based on frameworks set by various governing bodies, such as CEFR and IPIP, our tests cannot contribute towards any official qualifications.

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Do you offer reseller rates?
We do not currently offer reseller opportunities, nor do we have current plans to offer this.

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How do I turn off proctoring measures?
Snapshots are the only part of our proctoring measures which can be deactivated. You can do this in step 4 of your assessment creation process.

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Why do assessments expire after 60 days?
Great news -- we no longer do this!

This was done for the past year to protect the integrity of the tests and their content. However, based on customer feedback regarding this limit and the impact it made on hiring processes, we made the decision to remove the 60 day limit on June 21st.

That said, the longer an assessment remains active, the greater the risk of its content being leaked. If this were to happen, your candidates could simply perform a Google search to find the correct answers. This would defeat the whole purpose of screening them.

To ensure the content remains fresh, and your candidates can be screened adequately and fairly, we do still highly recommend cloning your assessment after 60 days and inviting candidates to the new assessment. This will generate a new batch of questions for each test, keeping your assessment fresh.

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