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tl;dr: The candidate most likely finished only the demo test, or did not finish all the tests in the assessment. Ask them to click their assessment link again: if they truly finished, they will see an “Assessment Completed” screen; if not, the assessment resumes and they can complete it.

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What to Check First

Ask the candidate to click their assessment link again and record a short video of what they see. There are only two possible outcomes:
When a candidate finishes an assessment, the final screen clearly tells them they may close the tab. A screenshot or video of that screen is proof of completion.
While the candidate does this, check your own dashboard. If your assessment has multiple tests, the Results page shows a callout when there are Unfinished attempts: change the filters to include unfinished attempts and look for the candidate there.

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Why the Submission Is Missing

Assuming the candidate is telling the truth, there are two common explanations.

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They only finished the demo test

Before the actual assessment, Equip encourages candidates to attempt short demo tests to get familiar with the interface and confirm proctoring works on their device. A candidate who skims the instructions may complete a demo test and assume they finished the real assessment, even though the demo page carries a “Not Actual Assessment - Just Demo Tests” banner.

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They did not finish every test

If your assessment contains multiple tests, the candidate may have completed some but not all of them. Their attempt then sits in the Unfinished state instead of appearing alongside your completed results.
Could something be wrong at Equip’s end? In principle yes, but this question comes up a few times a month, and since 2022 it has never been an issue on Equip’s side. If the results system failed, it would fail for every candidate, not selectively.

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Re-inviting the Candidate

It is always safe to invite the candidate again, whatever their actual state.
1

Send a fresh invitation

Invite the candidate from the assessment as usual. One credit is deducted for the new invitation.
2

Let the candidate click through

If they had finished, they simply see the completed screen. If they had not, clicking any of their links resumes the original attempt.
3

Reclaim the unused credit

Because the new link never gets used, you can reclaim its credit once 24 hours have passed since the invitation. Verify the deduction on your Credit Usage page.
An attempt is always tied to the candidate’s email ID, so a fresh invitation never risks a duplicate submission: any of their links resumes the same original attempt.

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Contacting Support

If none of the above resolves it, escalate to Equip via chat or hello@equip.co. Include all three of the following, since support cannot investigate without them:
  • The candidate’s email ID
  • The assessment number
  • The candidate’s video or screenshot of the “Assessment Completed” screen
Without the video or screenshot, the candidate’s email ID, and the assessment number, there is nothing support can verify. Collect these from the candidate before reaching out.