As an administrator, you may find yourself receiving emails from Applicants with questions in regards to the application process. This article will walk through the most common issues that applicants run into when completing the application process. A checklist has also been provided for each issue to allow you to quickly troubleshoot and resolve applicant issues. You can also refer to our Applicant FAQ article that can be shared with your applicants to help them resolve commonly reported issues on their own.
Depending on how your site has been configured there are certain times at which a task will become unavailable to the Applicant. If an applicant has contacted you questioning why they are unable to click to edit a task you may find the answer is related to one of the potential reasons below.
If the applicant has reached out to you that they can't edit a task, first check to see if the deadline has passed for the task/stage they are in.
If the applicant has reached out to you that they can't edit a task, you can also check to ensure that if there are any Open dates on the stage/tasks, that it has already passed.
Based on the settings of your site it is possible that the applicant is unable to edit the task after already completing it.
It is common for administrators to configure their programs so that certain tasks need to be completed before others within the workflow. These are known as prerequisite tasks.
If an applicant is having difficulty editing/starting a task within the site:
It is possible that the entire application has been locked, either manually by an administrator, or automatically using an automation.
To verify if the application is locked:
If an applicant is having difficulty seeing a task within the program.
If you believe that there is an automation that should have fired for an application to show a task:
It is also possible that the task was manually hidden by you or another administrator in the site due to individual reasons for this application. If this was the case, you can show the task again within the application manually.
If you receive a question about an applicant’s form:
When saving the form on behalf of the applicant you will receive a warning within the form informing you of the validation error. For example, in an email field with an email validation, the error may be a valid email is required. The applicant will either need to complete the response using the correct format, or you will need to remove the validation for all applicants, depending on if the setup is correct.
When saving the form on behalf of the applicant you will receive a warning within the form informing you that an answer to a required question is missing. The form will also inform you which question in the form is missing the required response. If a response is missing to the question you will need to inform the applicant that they are required to complete the field in order to proceed.
Alternatively, if the current setup is correct you can make the question Optional for all applicants. If the question is meant to be required for some applicants but not others, you can also set up Advanced Branching Logic to hide the question from applicants it is not applicable to.
SurveyMonkey Apply will not accept encrypted files. You will need to instruct them that in order to attach their file successfully the encryption must be removed.
If none of the above are applicable refer to Why can't I edit my task?