8. Troubleshooting & FAQs

Common Assessment Delivery Issues and How to Fix Them
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As with any piece of software, there can be minor difficulties that affect the user experience. Having said that we have built Thrive to be as smooth and seamless as possible.
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If anything goes wrong, you'll receive an error message on the platform. This will usually look something like "An error occurred when publishing your campaign, please try again".
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Usually a retry or two will clear the error. If not, please try and clear your browser cache, close your browser and then reopen it and retry.
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If you're still having issues, please reach out to your account manager or via support and we'll get it sorted out for you.
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Sometimes bugs do occur in which case our technical team will need to debug the issue and upload a fix for you.
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Candidates Not Receiving Assessments? Here’s What to Check
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While we do our best to ensure a 100% delivery rate, on very rare occasions things can get stuck.
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Candidates will automatically be sent their assessment invitations as soon as they're added to a campaign. The same is the case for employees added to a project. If you receive reports that the invitation has not been received, there are a few things to try.
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First, ask the candidate or employee to check in their spam folder and to check for an email from the domain "thrivetechmail.co", the invitation won't come from your organisation's domain.
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Secondly, you can always try resending the invitation by pressing the options button (3 dots) next to a name and then pressing "resend invite".
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Finally, if you're still having issues, please feel free to reach out to support and we'll be able to troubleshoot for you directly.
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Troubleshooting Credit Discrepancies
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We use an automated billing system that operates in real time. Naturally, mistakes can occur on very rare occasions.
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If you think something has gone awry or if you've received a confusing invoice or one that you think may be incorrect, please reach out to us and we'll get you squared away and ensure everything is correct.
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Platform Performance or Access Issues
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Platform downtime is an extremely unusual occurrance but if you are experiencing any difficulties and you think they're platform related, get in touch and we'll be able to update you on the status of the system and if possible, fix the issue.
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As a first port of call, It's always worth ensuring that you have a stable connection and then trying to log out and back in again to see if that clears any issues. We'd also reccommend avoiding the use of a historically saved tab as it may be that you're simply reloading the same error URL.
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If you have issues logging in, like a "your subscription is inactive" message, this is usually related to billing or an issue with your account set up. Please reach out to your account manager or access the support chat and we will be able to sort your access out.
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Renewal FAQs and Next Steps
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As a standard, Thrive is an annual subscription service. Of course, there are exceptions based on the specifics of a subscription or contract.
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If your plan is due to renew, you will always receive a reminder email at least 40 days prior to your renewal date. This email will outline your renewal date, package and price. It will also advise you of any discounts you may qualify for as well as our cancellation terms.
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On your renewal date, your new invoice will be processed and your credit allowance and term will reset for another year.
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Thrive is a subscription service and as such we do require 30 days notice prior to the end of your term to action a cancellation.
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If you do have any questions, you're always welcome to reach out to support or reply to your renewal email and we'll make sure you're comfortable with everything.
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General Frequently Asked Questions
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We have a few FAQ documents that are likely to answer most of your questions. Please feel free to take a look through those below.
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- Candidate FAQs
- Assessment FAQs
- General FAQs
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