Everything you need to know about technical help, troubleshooting, and our help center.
We’re excited you’re here! Taking an assessment can feel a little stressful, but remember—you’re not alone. Thousands of candidates take TestGorilla assessments every day, and we’re here to support you every step of the way.
Approx. reading time: 4 minutes
In this article
- Contacting support
- Using our Help Center
- Quick fixes
- Important assessment notes
- Accessibility & Accommodations
Contacting Support
🤖 Instant help via chatbot
Our chatbot can provide instant answers or connect you to a support representative. During the assessment, you can access the chatbot in the bottom-right corner of your screen without exiting the assessment or full-screen mode.
✉️ Contacting the Help Desk
If the chatbot is unable to answer your question or you need help from a representative, you can contact our Help Desk. Please reach out if you run into:
• Trouble accessing or starting your assessment
• Errors during your test (loading issues, page freezing, etc.)
• Device, browser, or internet problems interrupting your assessment
• Technical setup questions (camera, mic, browser)
When messaging us, please include:
• The email address where the invite was received
• The company you’re applying to
• A brief description of the issue (screenshots are highly appreciated!)
Using our Help Center
Our Candidate Help Center is designed to provide you with instant access to the knowledge you need. Whether you're just starting out or troubleshooting a specific issue, we have resources to guide you.
Here's an overview of the different sections:
• A Quick Guide to Your Assessment: This series of three short articles is designed to orient you through the entire process: setting up your assessment, taking the tests, and understanding the next steps.
• Question & Test Types: Dive deeper into the specific types of tests and questions you may encounter. Use this guide to learn how to navigate formats like AI video interviews, file uploads, qualifying questions, and more.
• Additional Assessment Resources: Learn all about the logistics of taking an assessment. This section covers everything from necessary equipment and system requirements to requesting accommodations.
• Using your TestGorilla Profile: Discover the benefits of a TestGorilla Profile. Learn how to manage your information, explore self-testing options, and verify your ID to streamline future applications.
• Common Questions & Troubleshooting: Have a question we haven't answered yet? This section is our comprehensive knowledge base for solving technical hurdles and answering frequently asked questions.
Quick fixes
If you run into any trouble, these steps resolve most technical issues immediately:
💻 Use a desktop or laptop: Assessments are best taken on a computer. Mobile devices and tablets have limited support and may not be compatible with all test types.
🌐 Update your browser: Use the latest version of Google Chrome (highly recommended), Firefox, Safari, or Microsoft Edge.
🔌 Disable browser extensions: Turn off extensions like ad-blockers or grammar checkers, as these can interfere with the assessment interface.
🍪 Accept critical cookies: Ensure you accept critical cookies so we can provide technical support and ensure the assessment runs smoothly.
🎙️ Check your hardware and connection: Connect your camera and microphone (many employers require these for proctoring) and ensure you have a stable internet connection.
⚠️ Manage your time: You can take breaks between tests, but never during them. You will see a clear notification on your screen when it is safe to take a break. Once a test has started, the timer cannot be paused and will keep running until the test is complete.
Important assessment notes
🔑 No login required: Use the link in your invitation email to launch your assessment. While you may be asked to "sign up" by entering your first name, last name, and email address to identify your session, you do not need to create a permanent account or set a password to take the test. If you are redirected to a login page, please go back and copy the link from your invitation email and paste it directly into your browser's address bar.
🔄 One attempt only: You can only take each assessment once unless you are specifically reinvited by the employer.
📊 Results and next steps: TestGorilla sends your results directly to the employer; they decide on the next steps. In some cases, you may see your results in a TestGorilla Profile—we’ll email you if that’s available.
Accessibility & Accommodations
🌏 Language: If you’re not fluent in the assessment language, you may be offered extra time during the setup process.
♿ Accommodations: If you require accessibility accommodations, please review our Accessibility and Accommodations page.
🏢 Other requests: For other types of accommodations, please contact the hiring company directly.
That’s it! If you get stuck, don’t panic—check the Candidate Help Center, or use the chatbot and we’ll guide you through it.
🚀 Next steps:
Assessment Equipment Guide: Learn more about the technical setup you need for a smooth experience.
Quick Guide to Your Assessment: A step-by-step walkthrough of what to expect from start to finish.
Accessibility and accommodations: Dive deeper into how we support specific candidate needs and requirements.