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tl;dr: For an assessment, the candidate most likely finished only the demo test, or did not finish all the tests. Ask them to click their assessment link again: if they truly finished, they see an “Assessment Completed” screen; if not, the assessment resumes and they can complete it. For an AI interview, check the results page, where unsubmitted attempts are listed as Unsubmitted.

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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. Meanwhile, if your assessment has multiple tests, change the Results page filters to include Unfinished attempts and look for the candidate there.
Assessment results page with the Unsubmitted tab selected and a Submitted? is No filter applied, listing Miles Sutton and Owen Fletcher on highlighted rows with a start time but no finish time, a score for each test they completed, Unfinished against the tests they did not, and an overall score marked Unfinished

The Unsubmitted tab lists attempts that were started but never finished, with each incomplete test marked Unfinished

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Why the Submission Is Missing

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They only finished the demo test

A candidate who skims the instructions may complete a demo test and assume they finished the real assessment, despite the “Not Actual Assessment - Just Demo Tests” banner.
Candidate's Demo Tests page for a Northwind Labs assessment with a yellow banner reading Not Actual Assessment - Just Demo Tests above the Northwind Labs name and a Demo Tests introduction recommending candidates try the demo tests first

The demo tests page a candidate sees before the assessment, with the banner saying it is not the actual assessment

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They did not finish every test

In a multi-test assessment, a candidate who completed only some tests sits in the Unfinished state.
Demo tests and multiple tests apply only to assessments, not AI interviews.

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If It Was an AI Interview

Ask the candidate to open their AI interview link again, and check the interview’s AI Interview Results page from the AI Interviews dashboard. Its Status filter separates Finished from Not Finished.
A conversational interview that was started but not submitted cannot be resumed by default. Reopening the link shows the same AI Interview Completed page, with “Conversational AI interviews cannot be resumed once started.” Turn on Allow resuming unfinished attempt in the interview’s settings to let candidates restart from scratch until they submit.

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Re-inviting the Candidate

It is always safe to invite the candidate again: an attempt is tied to their email ID, so a fresh invitation never creates a duplicate submission.
1

Send a fresh invitation

Invite the candidate from the assessment as usual. One credit is deducted for the new invitation.If they had finished, they see the completed screen. If they had not, any of their links resumes the original attempt.
2

Reclaim the unused credit

The new link goes unused, so you can reclaim its credit 24 hours after the invitation. Verify the deduction on your Credit Usage page.

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Contacting Support

If none of the above resolves it, escalate to Equip via chat or hello@equip.co.
Support cannot verify anything without the candidate’s email ID, the assessment number, and the candidate’s video or screenshot of the “Assessment Completed” screen. Collect these before reaching out.