Troubleshooting for integrated accounts

How access through an ATS works

If your organisation uses an ATS integration, you normally access Allsorter from inside your ATS rather than signing into the standalone Allsorter website.

When you open Allsorter, your ATS and Allsorter need to establish your access in the background. Your browser also stores session information to make this process quicker when you return.

Stored browser information, browser extensions, browser settings or network restrictions can occasionally interfere with this connection. This is why an access issue may affect one user or browser while other users continue working normally.

Work through the following checks in order.

Important notes

• Allsorter does not get access the password of your ATS account.
• Allsorter cannot change/reset your ATS username or ATS password.

Step 1: Try a private or incognito browser window

Start with this test before clearing your browser data.

1. Open a new private or incognito browser window.
2. Log into your ATS normally.
3. Open a candidate record.
4. Launch Allsorter using your normal ATS process.

If Allsorter loads in the private window

This indicates that something stored or running in your normal browser session may be interfering with access.

Close the private window and continue to Step 2.

If Allsorter still does not load

Continue to Step 2.

If several colleagues are experiencing the same issue at approximately the same time, see If multiple users are affected below.

Step 2: Refresh your saved browser session

1. Log out of your ATS.
2. Clear your browser cache and cookies.
3. Close the browser completely.
4. Reopen the browser.
5. Log back into your ATS.
6. Open a candidate record and try Allsorter again.

If Allsorter now loads, you can continue working normally.

If the issue continues, move to Step 3.

Step 3: Try another browser and check extensions

Try the same process in another supported browser, such as Google Chrome or Microsoft Edge.

If Allsorter works in another browser

The issue is likely specific to your original browser.

Return to that browser and temporarily disable active browser extensions before testing Allsorter again.

Extensions that control privacy, security, advertising, scripts or website content can sometimes interfere with applications that open through another system.

If Allsorter does not load in either browser

Continue to Step 4.

Step 4: Check whether the device or network is involved

If possible within your organisation's IT policies, try one of the following:

• Ask a colleague to open Allsorter from their computer.
• Try another device.
• Try another permitted network connection.

If Allsorter works on another device or network

The issue may be specific to the affected device, browser configuration or network. Your organisation's IT team may need to review local browser, firewall or network restrictions.

If Allsorter still does not load

Use the guidance below to report the issue.

If multiple users are affected

If several users in your organisation started experiencing the same loading issue at approximately the same time, you do not need to ask every user to repeat the full troubleshooting process.

First:

1. Confirm whether the issue affects all users or only a specific group.
2. Check whether your ATS provider is reporting an outage or service disruption, where a public status page is available.
3. Take a screenshot or screen recording showing where Allsorter stops loading.
4. Record the approximate time the issue started and your time zone.
5. Use the Allsorter Help Centre chatbot and explain that multiple users are affected.

If you see an error message

A visible error message is different from an indefinite loading screen.

If an error message appears:

1. Do not repeatedly refresh the page before recording it.
2. Take a screenshot showing the full error message.
3. Copy the exact wording if possible.
4. Record the date, approximate time and your time zone.
5. Confirm whether the same error affects another user.
6. Use the Help Centre chatbot and provide the exact error message.

The chatbot may be able to identify a known issue or direct you to the relevant troubleshooting steps.

If you are an ATS user and cannot access Allsorter

• Check whether your ATS is experiencing an outage or maintenance issue.
• Try opening Allsorter again from a candidate profile.
• Try with a different candidate.
• Check with a different CV/resume in case the original document was corrupted. 
• Confirm that the candidate profile has at least one CV/resume attached. 
• If you are a new user accessing Allsorter for the first time, confirm with your ATS admin that you have access to the correct ATS area, candidate records, and the Allsorter integration.
• If the issue continues,  fill out the support form and include:
  • • Your ATS name.

• • • Whether Allsorter worked in a private or incognito window.
    • Which troubleshooting steps you completed.
    • Your browser.
    • Your device and whether it is a work-managed or personal device.
    • A screenshot or screen recording showing where Allsorter stops loading.
    • The approximate date and time of the most recent failure.
    • Your time zone.
    • Whether the issue affects only you or multiple colleagues.
    • The exact wording of any visible error message.

Cannot find the Add User button?

If your organisation accesses Allsorter through an ATS integration, you may not see an Add User button in Allsorter.

This is expected.

ATS-integrated accounts do not manually create users from the Allsorter organisation user table. New users are normally provisioned when they access Allsorter through the ATS for the first time, provided that an Allsorter licence is available.

If a new or returning user cannot access Allsorter, check that:

1. The user can access the correct ATS account.
2. The user can open candidate records.
3. The user is opening Allsorter through the correct candidate record, tab or action.
4. The user is enabled in Allsorter if they have used the platform previously.
5. An Allsorter licence is available where your subscription uses user licences.

Do not try to add an ATS-integrated user manually through Allsorter.

Still unable to access Allsorter?

Open the Allsorter Help Centre chatbot and describe what is happening. Include the results of the troubleshooting steps above.

If the chatbot cannot resolve the issue, it will give you the option to contact a person.

If you need to submit the issue directly for technical investigation, you can also use the