Testlify FAQs and Troubleshooting Guide

This guide answers the most common questions from Testlify users across all plans. Use the section headings below to find your answer quickly.

Account-Related Questions

1. Why can't I log into my account?

This usually happens because your account has not been verified yet. Follow these steps to resolve it:

Check your Inbox and Spam folder for a verification email from Testlify.
Click the link in the email to receive your One Time Password (OTP) and verify your account.
If the email is in your Spam folder, mark it as Not Junk/Spam so future emails reach your inbox.
If you have not received any email, contact your network administrator — our domain may be blacklisted and will need to be whitelisted.
If you are still unable to log in, contact our support team or email support@testlify.com.

2. Why am I not receiving the One Time Password (OTP)?

Check your Spam folder for the OTP email.
If you cannot find it, ask your network administrator to whitelist the Testlify domain, then try verifying again.
If you still do not receive the OTP, contact us or email support@testlify.com.

3. Why is my email address not being accepted when registering?

Testlify is designed for business professionals. You must sign up with a company email address on a custom domain. Personal email addresses (Gmail, Yahoo, Hotmail, AOL, etc.) and educational email addresses are not accepted for the following reasons:

Testlify is a hiring tool for companies — not a personal training or educational service.
Blocking personal emails prevents candidates from signing up and taking your assessments before being invited, which protects the fairness of your hiring process.
Blocking educational emails prevents students from using the platform as a study aid.

If you are employed by an educational institution and need access, contact us to register.

4. Can I delete my account on Testlify?

Yes. To delete your account, contact our support team or email support@testlify.com.

5. How do I add users to my account?

Log into your account.
Click the profile icon in the top-right corner.
Select Manage Team.
Click Add Members and enter each user's name and role.

Assessment and Test Questions

1. Are the tests available in different languages?

The complete skill test library is in English. However, the candidate interface is available in the following languages:

English
Español
Deutsch
Portuguese
Japanese
Italian
French
Dutch

We can also provide test libraries in other languages at an additional cost. Email support@testlify.com to make a request and we will be happy to assist.

2. Can I customize the test questions asked to candidates?

You cannot view, choose, or customize questions from the standard question banks — this is by design to protect test integrity. Questions are used at an equal rate and retired when used too frequently, then replaced with new ones.

However, you can add your own custom questions to a specific assessment to build a custom question library for that assessment.

3. Can I set a deadline for my assessments?

Yes. Set an expiry date using the invitation link validity setting:

Open Assessment settings > Configuration > Invitation email link validity.
Enter the number of days after which the link should automatically expire.

Tip: You can also state the deadline clearly in your customized invitation email, then archive the assessment once the deadline passes to prevent candidates from accessing it further.

4. Can I test my assessment before inviting candidates?

Yes — and we strongly encourage it. To preview your assessment:

Create the assessment.
Send a candidate invite to your own email address.

This lets you experience the assessment exactly as your candidates will, so you can catch any issues before launch.

5. Do you offer proctored assessments?

Yes. Testlify provides Remote & AI Proctoring to ensure fair testing. Our proctoring measures include:

Trust Insights
Location and device access tracking
Webcam and microphone-enabled assessments
Candidate session recording
Snapshot capture every 2 minutes

6. How can I delete an assessment?

Assessments on Testlify cannot be deleted — they can only be archived.

If you created an assessment but have not yet invited any candidates, you can repurpose it by changing its name and content to suit your current needs. Once candidates have been invited, the assessment cannot be edited.

7. How do I edit an assessment?

You can only edit an assessment before inviting any candidates. To edit:

Click on the assessment.
Select the Edit option in the top-right corner.

If candidates have already been invited and you need to make changes: copy the assessment's test token, archive the original assessment to prevent access, create a new assessment with your changes, and re-invite the candidates.

8. How do I change the time limits on a test?

Open the assessment and click Edit.
Locate the tests listed in the right-hand side panel.
Click the pencil icon next to the test you want to adjust.
Enter the new time limit in the displayed box.
Click Save.

9. Who else can edit an assessment on my account?

Any team member with the appropriate role permissions set by the account owner can edit assessments. If you are unsure who has editing rights, check with the account owner to review or update your team's roles under Manage Team.

Billing Questions

1. Do you offer a free trial?

Yes — Testlify offers a 7-day free trial. During this period, you can access all features available in the paid plan at no cost.

2. Do you offer pay-as-you-go plans?

No. Testlify currently offers Monthly and Yearly subscription plans. View current pricing details here.

3. I'm having trouble accessing my billing details. What should I do?

You can access your billing details and invoices at any time by logging into your account and navigating to your Profile. If you are still having trouble, contact us or email support@testlify.com.

4. Can I get a quote or purchase order?

Yes. Contact us or email support@testlify.com to request a quote or purchase order.

5. How can I cancel my plan?

You can cancel your plan at any time. Before canceling, you can export all your data for your records. To cancel, contact us or email support@testlify.com.

Results Analysis Questions

1. How can I download a candidate's results?

To download a PDF: go to the candidate's results screen and click the Download results icon (downward-pointing arrow) in the top-right corner.
To download a CSV or Excel file: go to the assessment page and export from there.

2. Can I see the questions and answers to the tests?

No. To protect test integrity, questions and answers are not visible to account users. To preview the candidate experience, send yourself a candidate invite and take the assessment.

3. Is there benchmark scoring?

Yes. The default benchmark is set to All Candidates, which compares each candidate's score against all other candidates who have taken the same test globally. This gives you meaningful context for each result.

4. Why are my candidate's scores so low?

Scores reflect a percentile ranking against all candidates who have ever taken the test — not just your applicants. A score of 30% means the candidate outperformed 30% of all global test-takers, which could be thousands of people. Low-looking percentile scores are common and do not necessarily indicate poor performance.

Candidate-Related Questions

1. Can a candidate use a mobile device to take an assessment?

Technically yes, but we do not recommend it. Mobile screens make it difficult to read questions and enter answers accurately. If the assessment includes coding questions, candidates will see a warning discouraging mobile use. For the best experience, candidates should use a laptop or desktop.

2. Can I see how long my candidate took to complete the assessment?

Yes. Click on the candidate's record to view their completion time, invite date, and assessment completion date — all visible at the top of the candidate's page.

3. Can I limit the number of candidates using the public link?

There is no hard cap on the number of candidates who can use a public link. To screen candidates before they reach your full assessment, use Qualifying Questions — only candidates who meet your criteria will be shown the assessment.

4. My candidate experienced technical issues. How can I reset the assessment?

Assessments cannot be reset directly. To allow a candidate to retake the assessment:

Download the candidate's original results first as a reference.
Delete the candidate from your candidate list.
Re-invite them to the assessment.

Note: the candidate will receive the same questions as before, which may affect their results. Advise them to skip any questions they have already answered if completing a partially finished attempt.

5. Why can't I invite candidates to my assessment?

You may not have permission to invite candidates to that assessment. Check with your account owner to confirm you have the correct role permissions. If permissions are not the issue, contact us.

6. Why is a candidate's email address not being accepted?

Our system validates each email address for authenticity. Addresses flagged as fake, or containing many numbers or random characters, may be blocked. To resolve:

Confirm the email address has been typed correctly.
If the address is correct and still not accepted, contact us.

7. What instructions does my candidate receive?

When you invite a candidate, they receive an email via the Testlify platform with a link to the assessment. Before starting, they are shown:

Why they are being asked to take an assessment
The expected time to complete it
What types of questions to expect