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Troubleshooting

Signing in​

I can't sign in.

  • Check your email and password are correct.
  • Use Forgot password? to reset.
  • If your company uses SSO, use the SSO option rather than a password.
  • If your account may be deactivated, contact your administrator.

I'm signed out unexpectedly. For security, X0PA AI signs you out after a period of inactivity. Sign back in to continue.

Missing menus or features​

A menu described in this guide isn't showing.

  1. Your role/permissions may not include it — ask your admin (Roles & permissions).
  2. The module may not be enabled for your organisation (Feature availability).

Resume upload & parsing​

A resume didn't parse correctly.

  • Use a supported format (PDF or Word) and avoid image-only/scanned files.
  • Heavily designed CVs (columns, graphics) can parse imperfectly — review and correct the parsed profile.
  • Re-upload after fixing the file if needed.

Video interviews​

Camera or microphone isn't working.

  • Use a supported, up-to-date browser.
  • Grant the browser camera/microphone permission.
  • Test the setup before the interview; close other apps using the camera.

See Video interviews.

Email & messaging​

A candidate didn't receive an email.

  • Check the address is correct and not blocked (bounced) or unsubscribed (Templates).
  • Ask the candidate to check spam.
  • Confirm merge fields resolved correctly by previewing the template.

Reports​

My report looks empty or wrong.

  • Check the filters — especially the date range — aren't excluding your data.
  • Make sure statuses/stages are being set correctly in the pipeline, since reports depend on them.

Something looks different from this guide​

X0PA AI is white-label and configurable, so your tenant's labels, colours, and available features may differ. See Feature availability. For anything this guide doesn't cover, contact your organisation's X0PA AI administrator.