Troubleshooting Screen
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Resetting your password
You’ve forgotten or you’d like to change your password? It happens! Here’s how to go about it:
1) From your account
To change your password, start by clicking on your initials > My settings in the top right of your dashboard.
On the profile screen, click on the Change password link.
2) If you can’t access your account
To reset your password, you’ll need your email address. On our login page, click on Lost your password?:
Enter your email address and hit SUBMIT:
You’ll soon receive this email:
Follow the link to reset your password. Enter a new password, confirm it, and click SUBMIT:
Can’t connect to your account
Struggling to connect to your Screen account? Most of the time, a Screen pop up will appear and let you know what’s going on.
If not, pay attention to the website URL if you’re accessing via the CodinGame website:
If you see www.codingame.com/start, then you’re on our developer gaming platform. To get back to our screening platform: click on the RECRUITERS tab and select your job role. You will then be taken back to Screen.
Once you’re back in the right place, try logging in again.
If all else fails, just give us a shout! Contact Support.
Your account is locked
So, you’ve come across this screen:
What’s happened?
To ensure your account’s security and to comply with GDPR guidelines, login credentials for your Screen account are strictly individual (for one user only).
Anyone who logs into your account gains access to your tests, your account data, and your candidates’ personal details. Therefore, it’s important to track and restrict access to this data.
If you’re logged into your account and another user simultaneously attempts to access our platform using your credentials, you’ll automatically be logged out. This will trigger the alert shown above and lock your account.
You can learn how to manage your users and their permissions here. If you need more users, please contact us at [email protected].
Users are unlimited in an Enterprise subscription.
Reactivating expired accounts
You’ve come across this screen and you’re not sure what it means or what to do?
If you see this screen, it’s because your payment has failed three times (expired credit card, issue with your bank account, etc.) and we’ve closed access to your account.
There’s no need to panic! We will not delete any of your content, campaigns or custom questions. Any candidates you’ve already invited to take a test will still be able to do so.
To reactivate your account simply click on the yellow REACTIVATE MY ACCOUNT button and follow the instructions.
In case of expired credit card
Once you click on REACTIVATE MY ACCOUNT, this panel will appear if you have an expired credit card:
Simply choose your plan, fill in your credit card information or contact us (depending on which plan you need) and you’ll be good to go!
Browser issues
If you’re having trouble opening a test or pad in your browser, try the following steps.
1. Clear cache and cookies from your browser
Follow the guidelines provided for your specific browser:
2. Disable browser extensions
Extensions may disrupt browser functionality. For instructions on how to disable extensions in frequently used browsers, check the following:
3. Switch to incognito mode
An incognito window might fix some error notifications or unexpected issues. Discover how to utilize Chrome’s incognito mode here. Check if your browser offers an incognito option.