Client Portal troubleshooting

What to do when something on a job submission list doesn't work as expected. Easiest fixes first.

My client didn't get the email

Ask your client to check their spam or junk folder.
Open the list, click Share your list and look at the bell next to their name. If it says "Unsubscribed from list updates", they won't get list update emails.
Check the email address with ⋮ > View contact. Fix a typo with Edit contact.
Send it again with ⋮ > Resend invite.
Or send the link yourself: copy it with Copy public list URL and paste it into your own email.

If none of this helps, send us a message in the chat with the list name and the client's email address.

"The list you're trying to access is not available." The list is a draft, paused or archived. Open it and set it to active, or restore it from Archived lists.
The link has expired. The page says "Your link has expired." The client clicks Send new link and gets an email "Your login link" with a Log me in button.
The list is invite only. With "Only invited people can access the list", people you didn't share it with can't open it. Share it with them, or change the List access.
The client opened a colleague's link. If they're already logged in, they stay logged in as themselves. That's expected.

This is an error on our side. Send us a message in the chat with the page address, the time it happened and a screenshot, so we can look into it.

Client visits and list shares go to the list's assignees. Check you're listed under Assignees on the list.
Messages, CV requests and declines go to the colleagues on each candidate. Open the candidate, click Add or remove participants and check you're under Colleagues receiving notifications.
You did it yourself. You don't get Ready or AE Rejected emails for changes you make yourself.
Check your spam folder.

These list emails can't be switched off in your account settings. See Which emails you get as a recruiter.

That's usually on purpose. Check:

Candidate status: clients only see Active candidates. Draft, Ready, AE Rejected and Inactive candidates are hidden.
CVs on request: with a list access that says "CVs need to be requested", the client sees the CV only after you reveal it.
Candidate data control: names, CV, phone, email or location may be hidden for the list or for one candidate.
Candidate appearance: decides which fields the client sees.

Click More > Preview list to see the list as your client does. See Preview a list as your client sees it and Hide or anonymize candidate data.

Check the list shows the Bullhorn icon, "Connected to job in Bullhorn". Only connected lists write to Bullhorn.
Check the candidate has a Bullhorn ID ("BH ID" on the card).
Check the change is one that updates Bullhorn: Set active, Ready, AE Rejected, Interview or Declined, each with a row in Candidate job submission status mapping. Other stages, such as To review, CV revealed, Offer or Hired, don't update Bullhorn.
Check your Bullhorn connection under Settings > Integrations > Bullhorn. If it says Connection failed, see How to reconnect Bullhorn or set up Auto reconnect.

If it still doesn't come through, send us a message in the chat with the list name, the candidate and the stage.

Open the list and click List configuration > Automations (Beta). Check the automation is switched on.
Check the trigger uses the right tearsheet. If you see "The selected Tearsheet seems to be deleted. Please select another one.", pick the tearsheet again.
Check the action. Import candidate with status Draft adds candidates that your client won't see until you set them active.
Give it a few minutes. Automations run shortly after the change in Bullhorn.
Candidates who were on the tearsheet before you created the automation aren't imported. The automation only picks up candidates added after that. Add them to the list by hand: see Add a candidate from Bullhorn.

If candidates are still missing, send us a message in the chat with the list name, the tearsheet name and one candidate who didn't come through.

Check you're logged in to Candidately in the same browser. If you aren't, the tab shows a log-in message instead of the list.
Check your Bullhorn connection under Settings > Integrations > Bullhorn. If it says Connection failed, see How to reconnect Bullhorn or set up Auto reconnect.

If the tab is still blank or cut off, send us a message in the chat with a screenshot, your browser and your Bullhorn user type.