> ## Documentation Index
> Fetch the complete documentation index at: https://help.equip.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Candidate Says They Submitted, But I Can't See It

> Steps to diagnose an assessment submission that isn't showing up in your results.

<Tip>
  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.
</Tip>

## 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:

| What the candidate sees         | What it means                          | What to do                                                                    |
| ------------------------------- | -------------------------------------- | ----------------------------------------------------------------------------- |
| **Assessment Completed** screen | They genuinely finished the assessment | Share the video, their email ID, and the assessment number with Equip support |
| The assessment resumes          | They had not finished it               | Ask them to complete the remaining tests now                                  |

<Note>
  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.
</Note>

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.

## Why the Submission Is Missing

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

### 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.

### 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.

<Note>
  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.
</Note>

## Re-inviting the Candidate

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

<Steps>
  <Step title="Send a fresh invitation">
    Invite the candidate from the assessment as usual. One credit is deducted for the new invitation.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Tip>
  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.
</Tip>

## Contacting Support

If none of the above resolves it, escalate to Equip via chat or **[hello@equip.co](mailto: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

<Warning>
  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.
</Warning>

## Related Resources

* [Demo Tests](/demo-tests) - Why candidates see practice tests before the real assessment
* [Missing Results](/missing-results) - Other reasons results may not appear where you expect
* [Resume Your Attempt](/resume-your-attempt) - How candidates continue an unfinished assessment
* [Reclaim Credits](/reclaim-credits) - Get credits back for unused invitations