Information to gather for support

Before you contact support

Please take a moment to confirm the following:

• What exactly is happening?
• Are you seeing an error message? If so, what does it say?
• Did the issue happen once, or is it happening repeatedly?
• Is it affecting only one user, or multiple users?
• Is the issue related to login, a CV, a template, export, upload, or an ATS integration?

Basic troubleshooting steps

Please try these steps first:

1. Clear your browser cache and cookies.
2. Close the browser completely, then open it again.
3. Try the same action in another supported browser, such as Chrome, Edge, or Firefox.
4. Temporarily disable active browser extensions and try again.
5. If you are using an ATS integration, log out of the ATS and sign back in before launching Allsorter again.

If the issue still happens, please continue with the guidance below.

Information to gather

The more detail you can provide when you contact us, the faster we can investigate.

Please send us:

• A short description of the issue
• The steps you took before the issue occurred
• The exact error message, if there is one
• The date and time the issue occurred
• Your time zone
• Whether the issue affects one user or multiple users
• The affected user email address or email addresses
• The candidate name or CV name, if the issue is document-specific
• The template name being used, if relevant
• The ATS name, if relevant
• A full-page screenshot showing the error and the timestamp visible on your desktop clock
• The troubleshooting steps you have already tried

If possible, also tell us:

• Whether another teammate can complete the same action successfully
• Whether the issue happens only with one CV or with multiple CVs
• Whether the issue happens only in one browser or across multiple browsers