Chapter 10: FAQ & Troubleshooting 🆘

Steps to reset password:

1. Go to login page
2. Click "Forgot Password" link
3. Enter your email address
4. Check your email for reset link (check spam folder too)
5. Click the link in the email
6. Create new strong password (min 8 characters, mix of letters/numbers/symbols)
7. Log in with new password

Still not working? Contact support (see end of chapter)

To add team members:

1. Go to Settings → Users/Team
2. Click "Add User" button
3. Enter their name and email
4. Select their role (Admin, Manager, Staff, View-only)
5. Configure permissions (what they can access)
6. Click Send Invitation
7. They receive email and create their own password

Note: Each user increases subscription cost (usually 200 AED/user/month for professional plan)

Yes! Here's what you can export:

• ✅ Candidates list (as Excel/CSV)
• ✅ Applications (detailed report)
• ✅ Deployments (with hours worked)
• ✅ Contracts list
• ✅ Suppliers/clients list
• ✅ Custom reports (if on Professional+ plan)

How to export:

1. Open the list you want to export (e.g., Candidates)
2. Click menu (three dots) → Export
3. Choose format (Excel, CSV, PDF)
4. Select date range (optional)
5. Click Download

Data Security:

• ✅ SSL encryption (https) - data encrypted in transit
• ✅ Database encryption - data encrypted at rest
• ✅ Daily automatic backups to secure cloud storage
• ✅ Access logs tracked (who accessed what when)
• ✅ GDPR compliant data handling
• ✅ Regular security audits and penetration testing

Backup policy: Automatic daily backups retained for 30 days. Contact support if you need to recover deleted data.

Update schedule:

• 🔄 Monthly feature updates (new capabilities)
• 🔒 Weekly security patches (bug fixes)
• ⚡ Daily performance optimization
• 📊 Quarterly major releases (significant improvements)

Maintenance windows: Saturday 11 PM - Sunday 2 AM UAE time (minimal impact). We'll notify you of major updates 7 days in advance.

Mobile Support:

• ✅ Responsive web design (works on all phones)
• ⏳ iOS app (in development)
• ⏳ Android app (in development)

Recommended: Use mobile browser for now. Most features work well, but apps will provide better mobile experience.

Best on mobile: Check messages, approve/reject applications, update attendance, quick edits

Three ways to share reports:

1. Email Report: Open report → Click Share → Enter email addresses → Click Send
2. Generate Link: Open report → Click Share → Generate public link → Copy and share
3. Export & Attach: Export as PDF/Excel → Email file directly

Tip: Schedule recurring reports to auto-email team members daily/weekly/monthly

Available customization:

• ✅ Custom fields (add fields specific to your business)
• ✅ Custom workflows (create your own hiring process)
• ✅ Custom reports (design your own reports)
• ✅ Custom email templates (personalize communications)
• ⚠️ Custom integrations (API available for Enterprise plan)
• ⚠️ Custom branding (white-label available for Enterprise)

Cost: Basic customization included. Advanced customization available for Enterprise plan customers with development team support.

Quick fixes (try in order):

1. Refresh page: Press F5 or Ctrl+R
2. Clear browser cache: Ctrl+Shift+Delete, delete cached files
3. Try different browser: Try Chrome, Firefox, Safari, Edge
4. Disable browser extensions: They sometimes interfere
5. Check internet connection: Make sure you're connected to WiFi/data
6. Log out and back in: Session might be corrupted
7. Try incognito mode: Open in private/incognito window

If still not working: Contact support

Possible causes and fixes:

Check these things:

• ✓ File size: Max 50 MB per file. Compress if larger.
• ✓ File type: Allowed: PDF, DOC, DOCX, XLS, XLSX, JPG, PNG, GIF
• ✓ File name: No special characters (use underscore or dash)
• ✓ Internet: Stable connection needed for upload
• ✓ Browser: Clear cache before uploading
• ✓ Storage: Check if account storage is full (upgrade if needed)

Try this: Compress/zip file first, then upload

Troubleshooting steps:

1. Check email address is correct (no typos)
2. Check recipient's spam/junk folder
3. Verify email configuration in Settings
4. Check if email server is down (test from another service)
5. If using Gmail: Enable "Less secure apps" or use App Password
6. Check email quota (some accounts have limits)

Re-send email: Open record → Click resend → Enter recipient → Send

Mobile troubleshooting:

1. Restart your phone
2. Check for app updates (App Store/Play Store)
3. Update iOS/Android to latest version
4. Clear app cache: Settings → Apps → [App Name] → Clear Cache
5. Uninstall and reinstall app
6. Check free storage (need at least 500 MB)

Note: Mobile apps still in development. Use mobile browser as workaround.

Fix printing issues:

1. Before printing: Click "Print Preview" first
2. Adjust margins: Set to 0.5 inch (small margins)
3. Page orientation: Choose Landscape for wide tables
4. Paper size: Select A4 (standard)
5. Background graphics: Uncheck "Print backgrounds"
6. Check printer: Test with another document

Tip: Export as PDF first, then print the PDF for better results

Creating custom reports (Professional+ plan):

1. Go to Reports section
2. Click "Create New Report"
3. Select data source (Candidates, Applications, Deployments, etc.)
4. Choose columns to display
5. Add filters (date range, status, etc.)
6. Add grouping (by month, by client, etc.)
7. Add calculations (totals, averages, etc.)
8. Choose chart type if needed (pie, bar, line)
9. Save report with name
10. Schedule auto-email if desired

To merge duplicates:

1. Find the two duplicate candidates
2. Open the newer/less important one
3. Click "Merge" button
4. Select which candidate to merge into (keep)
5. Choose which info to keep from each record
6. Review merged record carefully
7. Click Confirm

⚠️ Important: This action cannot be undone! Backup data first if worried.

Bulk import process (see Chapter 3 for details):

1. Go to Candidates → Import
2. Download template CSV file
3. Fill template with candidate data
4. Save as CSV (not Excel)
5. Upload file
6. Map columns if different from template
7. Review preview
8. Click Import

Common import errors:

• ❌ Email format wrong → Fix email addresses
• ❌ Phone missing country code → Add +971 for UAE
• ❌ Status wrong → Use exact values: Active, Inactive
• ❌ Date format wrong → Use DD-MM-YYYY format

Candidate journey tracking:

1. Open candidate record
2. View "Timeline" section (shows all activity)
3. See: When they applied, interviewed, selected, contract sent, deployed
4. Click any event to view details
5. See all communications in "Messages" section

Example journey:

• Jan 10: Candidate added to database
• Jan 15: Applied for Electrician job
• Jan 20: Interview scheduled
• Jan 25: Interview completed, selected
• Feb 1: Contract sent and signed
• Feb 15: Deployed to ABC Construction

Using filters effectively:

• 🔍 Search box: Quick search by name or email
• 📊 Filters: Narrow by specific fields
• 📅 Date range: Last 30 days, last year, custom
• 🏷️ Status: Active, Inactive, Completed
• 👤 Assigned to: Your team members
• 💼 Job/Client: Specific positions or clients
• ⭐ Favorite/Star: Mark important records

Combine filters: Use multiple filters together for precise results. E.g., Status=Active AND Last 30 days AND Job=Electrician

Deletion policy:

• ✓ Safe to delete: Incomplete/duplicate candidates, draft applications
• ❌ Don't delete: Active candidates with contracts/deployments
• ⚠️ Better option: Mark as Inactive instead of deleting (preserves history)

Before deleting:

1. Check if linked to active contracts
2. Check if has ongoing deployments
3. Export data if needed for archive
4. Confirm deletion (usually needs admin approval)

Deleted records: Can be recovered within 30 days (contact support)

Permission/access reasons:

If account is compromised:

1. Change password immediately: Settings → Change Password
2. Check login history: Settings → Security → Login History
3. Review recent activity: Check what was accessed/changed
4. Log out other sessions: Settings → Active Sessions → Sign Out All
5. Enable 2FA: Turn on Two-Factor Authentication for extra security
6. Contact admin: Report the incident
7. Contact support: If sensitive data was accessed

Prevention: Use strong unique password (12+ characters), enable 2FA, never share credentials

Setting up 2FA:

1. Go to Settings → Security
2. Click "Enable Two-Factor Authentication"
3. Choose method: SMS or Authenticator App
4. SMS method: Receive code via text message
5. App method: Download Google Authenticator or Microsoft Authenticator
6. Scan QR code with authenticator app
7. Enter 6-digit code from app
8. Save backup codes in safe place
9. Confirm setup complete

After setup: Enter password → Enter 2FA code → Log in

User roles and permissions (admin only):

To change permissions: Settings → Users → Select user → Edit role → Save

API access (Enterprise plan only):

Steps:

1. Contact support for API key
2. Go to Settings → API
3. Generate new API token
4. Store token securely (never share)
5. Use token to authenticate API calls

Common integrations:

• Zapier (automate workflows)
• Slack (get notifications)
• Google Sheets (sync data)
• Custom app (developers can build integrations)

API Documentation: api.recruitment.ae/docs

White-label branding (Enterprise plan):

• ✓ Custom logo and company colors
• ✓ Custom domain name (e.g., recruitment.yourcompany.com)
• ✓ Custom email from your domain
• ✓ Branded reports and documents
• ✓ Remove system branding

Cost: 2000+ AED/month additional

To set up: Contact sales team for white-label setup

Automation (Professional+ plan):

Example: Auto-send interview reminder 24 hours before scheduled interview

1. Go to Automation → Create Workflow
2. Choose trigger: "Interview scheduled"
3. Set delay: "24 hours before"
4. Choose action: "Send email to candidate"
5. Write message template
6. Save and activate workflow

Other automation examples:

• Send contract 24 hours after selection
• Reminder to review performance 3 months after deployment
• Renewal reminder 60 days before contract expires
• Follow-up email to candidates who rejected offer

Custom fields (all plans):

To add custom field:

1. Go to Settings → Custom Fields
2. Click "Add Field"
3. Choose where to add: Candidates, Applications, Contracts, etc.
4. Enter field name (e.g., "Driver License Number")
5. Choose field type: Text, Number, Date, Dropdown, Checkbox
6. Make required or optional
7. Save

Examples of useful custom fields:

• Driver License Number (for drivers)
• Certification Expiry Date (for trades)
• UAE Visa Status (sponsored/free visa)
• Emergency Contact (additional field)
• Health Insurance Preference

Performance optimization tips:

• 🔍 Reduce filters: Less data = faster loading. Use date filters (last 30 days)
• 📊 Limit columns displayed: Show only needed columns, hide extras
• 🗂️ Archive old data: Move completed contracts to archive
• ⚙️ Clear cache: Delete browser cache monthly
• 📱 Close unnecessary tabs: Each tab uses memory
• 🌐 Use wired internet: WiFi can be slower than ethernet
• ⏱️ Avoid peak hours: System faster mid-day vs. 9-10 AM
• 📄 Split large imports: Import 1000 rows at a time, not 10000

System capacity:

Self-service resources:

• 📖 This manual (10 chapters covering all features)
• 🎥 Video tutorials (YouTube channel)
• 📝 Blog with best practices
• 🔗 Community forum (ask other users)
• 📊 Sample reports and templates
• 💬 In-app help tooltips (hover over question marks)

Access: Help menu in system → View all resources

Training options:

• ✅ Self-onboarding: Free, interactive tutorials in system
• ✅ Group webinar: Free monthly training session (register online)
• 💰 Private training: Dedicated trainer for your team (500 AED/hour)
• 💰 Certification: Complete training + exam (1000 AED)

Schedule: Training requests → training@recruitment.ae

How to get support based on plan: