When a candidate says they finished but you see them on the Incomplete tab, the interview didn't finish reaching Truffle. The recording is sitting in the candidate's browser, or the final step didn't run. The fix in 9 out of 10 cases is simple: ask the candidate to open their invite link again. Truffle picks up exactly where they left off, uploads the missing responses, and advances them to Completed. No re-recording needed.
What "Incomplete" actually means
A candidate is Completed when all their responses have been uploaded to Truffle and confirmed. That's signaled by the candidate seeing the Success screen at the end of the flow. If they don't see that screen, their status stays Incomplete, even if they recorded every answer.
Common reasons this happens:
Network drop during the final upload. Videos upload in the background; a weak connection on the last clip means Truffle never gets it.
Browser closed before the Success screen. The candidate recorded the last answer, saw the submit spinner, and closed the tab before it finished.
Page refresh or back button mid-upload. Same effect. The upload is interrupted.
Device ran out of battery / storage. The browser gets killed before the upload completes.
You're on Starter and out of credits. Starter is a hard cap, so new completions pause when the credit pool is empty. The candidate's interview is held as Incomplete until your credits refresh or you upgrade. (Core, Team, and Scale don't pause. Extra screening is covered by overage.) See What happens when I run out of credits?.
How to help the candidate
Ask the candidate to reopen their original invite link (the one from the invitation email) on a stable network. Truffle recognizes them, resumes at the step they were on, uploads any missing video, and advances them through the final Success screen. No data is lost.
Tell the candidate to open the invitation email and click the interview link again.
If they've deleted the email, go to their profile and click Send reminder. This emails them a fresh link to the same invitation. See How do I send a reminder to a candidate?.
Ask them to use a wired connection or solid Wi-Fi, and to keep the tab open until they see the "You're all set" Success screen.
Refresh your candidate dashboard. They should move from Incomplete to Completed within a minute of hitting Success.
When to escalate
If the candidate has reopened the link and the status still doesn't update after 5–10 minutes, it's worth digging in:
Ask the candidate which screen they see when they reopen the link. If it says "Thanks for completing your interview" on their end but you still see Incomplete, contact support with the candidate's email and position. This is likely a stuck upload that support can push through manually.
Check your credits (Starter only). If you're on Starter and out of credits, new completions pause until your pool refreshes or you upgrade. Core and up don't pause.
Check the position is still active. A closed position won't accept new submissions. See How do I close or archive a position?.