When a candidate tells you the interview link is broken, it's almost always one of four things: their email app rewrote the URL, they're on an unsupported browser, the position is closed, or the link is tied to a different email than the one they're using. Walk through the checklist below with them before suspecting a platform issue.
Send them this checklist
Forward these steps to the candidate. They fix the problem 90% of the time without anyone escalating to Truffle.
Paste the full URL into a browser, don't click from email. Some email apps (especially corporate Outlook with Safe Links) rewrite URLs in a way that breaks the signed invitation token. Copy the link, paste it into Chrome, Safari, Firefox, or Edge directly.
Use a modern browser on a laptop or desktop. Truffle works on Chrome, Safari, Firefox, and Edge on macOS, Windows, Linux, iOS, and Android. It does not work in in-app browsers inside Gmail, LinkedIn, or WhatsApp, or on very old browsers (IE11, Android 6 stock browser). Candidates on those surfaces should open the link in a real browser first.
Try a private / incognito window. An old cached version of the page or a signed-out account can block loading.
Check the email address matches. The link is tied to the email address you invited. If the candidate forwards the link to a different personal email and tries to open it there, Truffle will ask them to sign in or show an error.
If the candidate is still stuck, the issue is probably on your side: the position may be closed, or the invite may need to be resent.
Things to check on your side
Is the position still active? Closed positions stop accepting new candidates immediately, and a position also stops on its own once its application deadline passes (shown as Expired). Check the position in your dashboard. If it's under the Closed, Archived, or Expired filter, reopen it before trying again. See How do I close or archive a position? and How does position expiry work?.
Is the invite link old? A candidate only has an expiration if you set a completion deadline for them; if that deadline has passed, the link still opens but shows an expired message. Edit the deadline to give them more time, or resend the invite. See How do I change the deadline on an interview?.
Is the candidate using the right email? If you originally invited
[email protected]but they're opening the link from[email protected], Truffle won't recognize them. Ask them to use the email the invitation was sent to, or re-invite them at the email they actually use.
Resend the invite
If nothing above works, send the candidate their invite again from their profile. This resends the same invite link, tied to the same email — it doesn't generate a new link.
Open the candidate's profile from the candidate list.
Click Send additional reminder.
The candidate gets an email with their invite link immediately.
See How do I send a reminder to a candidate? for the full mechanics.
When to contact support
If the candidate has gone through every step above on a stable connection in a modern browser and still sees an error on the Truffle page itself (not a connection error), forward the following to [email protected]:
The candidate's email and position.
Which browser + OS they tried.
The exact error message or screenshot from the candidate.
That's enough for support to diagnose a server-side issue if one exists.