Troubleshooting common issues

Who this is for: All members What you'll learn: How to resolve the most common problems — from login issues to upload failures — with clear steps for each.

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Account and login

I cannot log in

1. Check that you are using the email address you registered with.
2. Make sure Caps Lock is off when typing your password.
3. Try the Forgot password link on the login page to reset your password.
4. If you reset your password and still cannot log in, wait a few minutes and try again — sometimes there is a short delay.
5. If none of these work, contact CTI support with your email address.

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I did not receive a verification email

1. Check your spam or junk folder. Verification emails sometimes land there.
2. Make sure you typed your email address correctly when signing up.
3. Go back to the sign-up page and request a new verification email.
4. If the email still does not arrive after 10 minutes, contact CTI support.

Note: CTI limits how quickly new verification emails can be sent. Wait at least 60 seconds before requesting another.

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I am being asked to accept Terms & Conditions every time I log in

If you see the Review & Accept screen repeatedly, this usually means the acceptance was not saved on the previous session. Complete the acceptance fully — scroll to the bottom of the Terms and tap Accept. If the issue continues, try clearing your browser cache or using a different browser.

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Profiles and search

My profile is not appearing in search

Check the following:

1. Your profile must be set to searchable. Go to your Profile settings and confirm the searchability toggle is on.
2. Your profile must be complete. Incomplete profiles cannot be made searchable. Check if there are outstanding sections to fill in.
3. There may be a short delay (up to a few minutes) between making your profile searchable and it appearing in search results.

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I cannot set my profile to searchable

Your profile needs to reach a minimum level of completeness before the searchable option becomes available. Go through each section of your profile and fill in the required fields. The platform will indicate which sections are still needed.

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My profile photo is not showing or looks wrong

1. Check that the photo you uploaded meets the size and format requirements (the upload form will show you the accepted types).
2. Try uploading the photo again.
3. Clear your browser cache and reload the page.
4. If a photo you uploaded a while ago has disappeared, contact support.

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Jobs and applications

The Apply button is greyed out

Possible reasons:

• Your profile is incomplete. You need a complete profile to apply to most roles. Check your profile for missing sections.
• The job is closed. The recruiter may have filled the role or ended the posting. Check the job's status.
• You have already applied. You can only submit one application per job. Check My Applied Jobs.
• Your plan does not include this application type. Some opportunities require a specific subscription level. Check your plan details in Billing.

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I cannot see my application in My Applied Jobs

1. Refresh the page.
2. Check that you are logged in with the correct profile (the one you used to apply).
3. If the application was submitted just now, wait a minute and refresh again.
4. If it still does not appear, contact support with the job name and the approximate time you applied.

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I cannot edit a job posting after publishing

Once a job is published and has received applications, certain fields may be locked to protect the integrity of the application process. You can still close the job or update fields that do not affect the role's core requirements. Contact support if you need to make a significant change to a live posting.

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Files and uploads

A file will not upload

1. Check the file size — there is a maximum file size per upload (the upload area will show the limit).
2. Check the file type — only supported file types can be uploaded. The upload form shows accepted formats.
3. Check your storage quota — if your drive is full, uploads will fail. Free up space or upgrade your plan.
4. Try a different browser or clear your cache and try again.
5. For videos, make sure the file is not corrupt and is in one of the accepted formats.

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I cannot see a file someone shared with me

1. Make sure you are logged in with the correct profile — the one that was invited to view the file.
2. The file may have been shared with you on a project or job you are a team member of. Check your Associations and navigate to the relevant project's drive.
3. If you received a notification about a shared file but cannot find it, contact the person who shared it.

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My upload is stuck processing

For video files, processing (transcoding) can take a few minutes depending on the file size. Leave the page open or come back later. If the file is still showing as processing after 30 minutes, contact support.

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Messaging

I cannot send a message

1. Make sure your profile is complete and active.
2. Check that you are sending to a valid recipient — look for their name in the recipient field.
3. If you are replying to a Marketplace enquiry, open the message from your Messages or Email section rather than starting a new conversation.
4. If the send button remains inactive, try refreshing the page.

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Billing and plans

My plan has not updated after payment

1. Wait 5–10 minutes and refresh your workspace.
2. Check your email for a payment confirmation. If you did not receive one, the payment may not have gone through.
3. If you received a payment confirmation but your plan has not updated after 15 minutes, contact CTI support and provide your transaction reference number.

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I was charged but cannot access the feature I paid for

1. Check that you are logged in with the correct profile — subscriptions are tied to a specific profile.
2. Refresh the page and try again.
3. Contact CTI support with your transaction details and a description of the feature you are trying to access.

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Other issues

The page is not loading or looks broken

1. Refresh the page.
2. Clear your browser cache (in most browsers: Settings → Clear browsing data).
3. Try a different browser (Chrome, Firefox, Edge, Safari).
4. Check if your internet connection is stable.
5. If the issue affects only one specific page, try navigating away and back again.

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I am seeing an error message I do not understand

Note the exact wording of the error and the page you were on when it appeared. Contact CTI support with this information and the steps you took before the error appeared.

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I think my account has been compromised

1. Immediately change your password using the Forgot password option on the login page.
2. Review your profile for any changes you did not make.
3. Contact CTI support right away and describe what you have noticed.

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Related help

• Frequently asked questions
• Glossary — key terms on CTI
• Account creation