We have made every effort to make our system user-friendly, but occasionally the testing process does not go smoothly. Here are some common issues and how to solve them. Of course, please feel free to get in touch with us at anytime for help.
Your clients aren’t receiving your emails
This is most common with corporate email systems that may block emails coming from the truity.com domain. If you are emailing a group within a corporate email system and the messages simply aren’t arriving, you can try asking your IT department to unblock the messages or whitelist the truity.com domain.
If that is not an option, we recommend using the Client Code feature instead. This method allows you to email your group directly from your own email account instead of sending test invitations through the Truity email server and thus circumvents any email blockers. For instructions on enabling and using the Client Code, see "Sending tests" above.
If you have already registered clients who cannot receive your emails, you can still switch over to the Client Code method of sending tests. You will first need to cancel any tests assigned to clients who will be using the Client Code instead. To do so, click Cancel Test next to the name of these clients. Now your test credits are available to Client Code users.
Your clients are being asked to pay for the test
If your clients are logged in and using the credit you have assigned to them, they should not see any payment information. If they are being asked to pay for the test, something has gone wrong.
The most common reason for this issue is that the client thinks they are logged in to the site, but they actually are not. If they are not logged in, they will not be able to access the test assigned to their account. Please have your client check that they can see the My Account option in the top right corner of the site throughout the testing process. If instead they see Login, they will need to log back in. If testing has been completed, the client can check to see if the testing session was recorded to their account by following these instructions:
- Visit Truity.com or TypeFinder.com and log in using the username and password they created.
- Click the My Test Results tab.
- Check to see if the test is listed on the test results page.
If the test is listed under My Test Results, but the client was not able to view their results without paying, please contact us. In most cases we will be able to enable the results so your client and you can view them.