> ## Documentation Index > Fetch the complete documentation index at: https://docs.recruitier.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting > Solutions to common issues with email connections, searches, matching, uploads, and platform access. ## Common Issues and Solutions If your Gmail or Outlook connection shows an error or is not sending emails, try the following steps: **Step 1: Check the connection status** Go to **Settings > Email Connections** and look at the status indicator next to your email account. If it shows "Error" or "Disconnected," the OAuth2 token has likely expired or been revoked. **Step 2: Reconnect your account** Click **Disconnect** to remove the broken connection, then click **Connect Email** to re-establish it. Go through the authorization flow again (signing in with Google or Microsoft and granting permissions). **Step 3: Check provider-specific settings** * **Gmail**: If you use Google Workspace, your organization admin may need to allow third-party app access. Check with your IT department. * **Outlook**: Make sure your Microsoft 365 account allows third-party app connections. Some organizations have conditional access policies that block OAuth redirects. **Step 4: Verify sending limits** Both Gmail and Outlook have daily sending limits. If you are running high-volume outreach, you may hit these limits: * Gmail personal: Up to 500 emails per day * Gmail Workspace: Up to 2,000 per day * Outlook: Varies by plan, typically 300-10,000 per day If you have exceeded your provider's limits, wait 24 hours for the limit to reset. **Step 5: Clear browser cookies** If the authorization page shows an error, clear your browser cookies for accounts.google.com or login.microsoftonline.com, then try connecting again. **Step 6: Check credit balance** Outreach message generation requires credits (1 credit per message). If your credit balance is zero, messages will be queued but not generated. Check your balance on the dashboard. If none of these steps resolve the issue, contact support with details about the error message you see and the email provider you are using. Job searches involve scanning multiple external sources and classifying results with AI, which can take several minutes. However, if a search seems stuck: **Normal behavior**: A typical search takes 2-5 minutes depending on the breadth of criteria and the number of sources being scanned. During this time, you will see a progress indicator and may receive stage-transition notifications (Searching, Classifying, Retrieving Company Info). **If it has been more than 10 minutes**: 1. **Check your internet connection** -- A disconnection can interrupt the SSE notification delivery (the search still runs on the server) 2. **Refresh the page** -- The search continues in the background, and the results may already be ready. Refreshing re-establishes the SSE connection. 3. **Check the notification panel** -- You should receive a toast notification when the search completes. If you missed it, check the activity feed. **If the search consistently fails or times out**: * Try narrowing your search criteria (fewer keywords, specific location) * Check if the issue occurs with all searches or just a specific one * Try creating a new search with the same criteria * Use an internal search (free) as an alternative if external sources are slow Searches run asynchronously on the server, so you can navigate to other pages while waiting. You will receive a real-time notification (toast and/or sound) when results are ready. If you feel that match scores do not accurately reflect the quality of job-candidate fits, consider the following: **Check the candidate profile completeness** The AI can only match based on the information it has. Since skills carry 45% of the match weight, incomplete or inaccurate skills have the biggest impact on low scores. To improve: * Upload a detailed, up-to-date CV * Review and confirm all AI-extracted skills (remove irrelevant ones, add missing ones) * Set accurate location and commute preferences (a too-narrow radius filters out good jobs) * Specify job type preferences (full-time, part-time, contract) * Set realistic salary expectations **Review your search criteria** If your search criteria are misaligned with the candidate's profile, even good jobs may receive low scores. Make sure the search keywords, location, and experience level match what the candidate is looking for. **Understand what scores represent** Match scores reflect overall alignment across three weighted dimensions: * Title relevance (35%) * Skills alignment (45%) * Experience fit (20%) A score of 65% does not mean the job is 35% wrong -- it means that some dimensions have weaker alignment while others may be strong. Read the AI's written explanation for each match to understand exactly which factors are driving the score. **Provide feedback** When you favorite or reject match results, the AI learns from your decisions. Over time, this feedback improves match accuracy for that candidate and for similar profiles. Consistently providing feedback is the single best way to improve scores. If CV uploads are failing, check the following: **Supported formats**: Recruitier accepts CVs in **PDF** and **Word (.doc, .docx)** format. Other formats (images, plain text files, scanned documents without OCR) may not process correctly. **File size**: Ensure your file is not too large. CVs should typically be under 10 MB. If the file is very large (e.g., a CV with many embedded images or a multi-page portfolio), try reducing its size. **File integrity**: Make sure the file is not corrupted or password-protected. Try opening it on your computer first to confirm it displays correctly. **Browser issues**: If uploads fail consistently: * Try a different browser (Chrome is recommended) * Disable browser extensions that might interfere with file uploads (ad blockers, privacy extensions) * Clear your browser cache and try again **Credits**: CV parsing requires credits. If your credit balance is zero, the upload will not process. Check your credit balance on the dashboard. **LinkedIn alternative**: If the CV upload continues to fail, try importing the candidate from LinkedIn instead. This uses a different import path and may work when file uploads do not. If the issue persists after checking all of the above, contact support with: * The file format you are trying to upload * Any error message displayed * Your browser name and version If you cannot remember your password: 1. Go to [app.recruitier.com/login](https://app.recruitier.com/login) 2. Click **Forgot Password** below the login form 3. Enter your registered email address 4. Check your email for a password reset link 5. Click the link and set a new password (minimum 8 characters) **Things to know:** * The reset link expires after a limited time. If it has expired, request a new one. * Check your spam or junk folder if the email does not arrive within a few minutes. * Make sure you enter the email address you registered with (not a different one). * After resetting your password, all other active sessions are invalidated (JWT tokens are revoked). You will need to log in again on other devices. If you do not receive the reset email after several attempts, contact [support@recruitier.com](mailto:support@recruitier.com) and we will help you regain access to your account. If a page fails to load or displays an error: **Step 1: Refresh the page** Press F5 or click the refresh button. Many transient issues are resolved by a simple page refresh. This also re-establishes your SSE notification connection. **Step 2: Clear browser cache** Cached data can sometimes cause display issues, especially after a platform update. Clear your browser cache: * Chrome: Settings > Privacy and Security > Clear Browsing Data * Firefox: Settings > Privacy & Security > Clear Data * Edge: Settings > Privacy, Search, and Services > Clear Browsing Data **Step 3: Try a different browser** If the issue persists in one browser, try another (Chrome, Firefox, Edge) to determine if it is browser-specific. **Step 4: Check your internet connection** Make sure you have a stable internet connection. Recruitier requires an active connection for all features. The SSE notification connection is particularly sensitive to network interruptions. **Step 5: Disable browser extensions** Ad blockers, privacy extensions, or VPN browser plugins can sometimes interfere with web applications. Try disabling extensions temporarily to see if they are causing the issue. If the page still does not load after these steps, contact support with: * The URL of the page that is not loading * Any error messages displayed (screenshot if possible) * Your browser name, version, and operating system If your outreach flow has stalled and messages are not being delivered: **Check your email connection**: The most common cause is an expired or broken email connection. Go to **Settings > Email Connections** and verify the status. If it shows an error, disconnect and reconnect your email account. **Check your credit balance**: Each AI-generated outreach message costs 1 credit. If your balance is zero, new messages cannot be generated. Check your credits on the dashboard. **Check the monthly message limit**: Paid users have a limit of 2,000 AI-generated messages per month. If you have reached this limit, message generation pauses until the limit resets. **Check the outreach flow status**: Navigate to the outreach flow and check if it is in an active state. It may have been paused manually or due to an error. **Verify recipient addresses**: If specific messages are failing, the recipient email address might be invalid or bouncing. Check the outreach flow details for any delivery errors. **Provider sending limits**: Your email provider has daily sending limits. If you are running high-volume outreach, you may have hit the limit: * Gmail personal: 500/day * Gmail Workspace: 2,000/day * Outlook: varies by plan Wait 24 hours and the flow will resume automatically. If you are not receiving real-time notifications (toast popups): **Check the browser tab**: Recruitier needs to be open in at least one browser tab for SSE notifications to work. The tab does not need to be the active one, but it must be loaded. **Check for multiple tabs**: Only one SSE connection is maintained per user. If you have multiple Recruitier tabs open, only the most recently opened tab receives real-time events. **Check sound settings**: If you are not hearing notifications, go to **Settings > Notifications** and verify that the sound toggle is enabled. **Check browser permissions**: Some browsers may block notification sounds or suppress toast popups. Verify that your browser allows notifications from Recruitier. **Network interruptions**: If your internet connection dropped, the SSE connection may have been lost. Refresh the page to re-establish the connection. Any events that occurred during the disconnection are stored and delivered upon reconnection. **Check the activity feed**: If you missed a toast notification, check the activity feed on your dashboard. All notification events are logged there chronologically. If your credit balance has reached zero: **What still works**: You can view and manage all existing data (candidates, jobs, companies, notes, tags, pipeline), edit profiles, update statuses, and browse saved search results. These actions are free. **What is paused**: AI-powered features (smart searches, matching, message generation, contact discovery) are paused until credits refresh. **When do credits refresh?** Credits reset at the start of your next monthly cycle. The exact date is based on your subscription start date (e.g., if you subscribed on the 15th, credits refresh on the 15th of each month). **Tips to conserve credits:** * Use free **internal job searches** instead of smart searches when possible * Use **Lusha email-only lookups** (15 credits) instead of full lookups (60 credits) when you only need an email address * Prioritize searches for your highest-value candidates * Review existing saved results before running new searches **To increase your credit allocation**: Consider upgrading to a higher-tier plan. Pro plans include 1,500 credits/month; Agency plans include 5,000 credits/seat/month. If you cannot resolve your issue using the troubleshooting steps above, contact our support team: **Email**: [support@recruitier.com](mailto:support@recruitier.com) When reaching out, please include the following information to help us resolve your issue quickly: * **Your account email address** * **Browser and version** (e.g., Chrome 121, Firefox 122) * **Operating system** (e.g., Windows 11, macOS Sonoma) * **Interface language** (Dutch or English) * **Clear description of the problem** -- What were you trying to do? What happened instead? * **Error messages** -- Copy and paste any error text or take a screenshot * **Steps to reproduce** -- Can you make the issue happen again? If so, what are the exact steps? Our support team typically responds within one business day. For urgent issues that prevent you from using the platform entirely, mark your email as urgent and we will prioritize it.