Troubleshooting

This guide covers the five problems recruiters hit most often: a campaign that will not send, LinkedIn rate-limit issues, a CV that fails to parse, AI matches that are not showing up, and situations where the agent cannot complete a task. Work through the relevant section top to bottom and you will usually be back on track in a couple of minutes.

Why is my campaign not sending?

Vitae checks several conditions before it will launch a campaign. If something is missing, a message appears telling you exactly what to fix.

Go to Automation in the left navigation, then open Sequences and click the campaign you want to launch.
Check the Configurations tab first. Make sure:
- A sending account is selected — if the field is empty you will see “No email account has been selected to send from” when you try to launch.
- Daily max emails is set to a number between 1 and 200. A zero triggers “Daily max emails cannot be zero”.
- Minimum time gap is set to a value between 1 and 10.
Open the Lists tab and confirm at least one list is attached. No list produces “No lists have been selected for this campaign”.
Open the Emails tab and confirm at least one email step is toggled on. All steps toggled off produces “At least one email must be active”. If the tab is empty, you will see “No emails have been added to this campaign”.
For LinkedIn or hybrid campaigns, open the LinkedIn tab and make sure at least one LinkedIn message step is active.
If a banner reading “Account Connection Required” appears, your email or LinkedIn account has become disconnected. Click Connect Email or Connect LinkedIn to reconnect it, then try launching again.
Once everything is set, click Launch Campaign. The Confirm Campaign Launch modal appears — click Launch Campaign to confirm. After a successful launch you will see “Campaign launched successfully!”.

Tip: Once a campaign is live, settings are locked. If you need to make changes, click Pause Campaign first (you will be asked to confirm), edit, then click Resume Campaign to restart delivery.

Why is LinkedIn hitting rate limits or not sending messages?

LinkedIn enforces daily caps on connection invites and messages. Vitae surfaces these limits so you can tune them without guessing.

Check and adjust your limits

Open Settings (personal) from the top-right of the app, then go to Integrations and click the LinkedIn tab.
Scroll to the Account configuration section. You will see two tiles:
- Daily invite limit — maximum connection invites per day across all campaigns.
- Daily message limit — maximum messages per day across all campaigns.
Each tile shows a note like “Max: 20 (based on your account type)”. If you are on a free LinkedIn account, both tiles note that free accounts cannot send invites or messages via automation. Upgrade your LinkedIn plan to unlock those actions.
Lower either number if LinkedIn is flagging your account for too much activity, then click Save changes. You will see “LinkedIn configuration saved successfully!”.

Advanced options (when you are near your message limit)

In the same Account configuration section, under Advanced settings, you have two toggles:

Send invite without message when limit is reached — keeps growing your network even after the daily message cap is hit.
Convert invite message to first message — once a new connection accepts, the message you would have sent with the invite is delivered as the opening message in the sequence instead.

Reconnect a disconnected account

If the account badge shows Disconnected (amber) or Connection issue (red):

On the same LinkedIn tab, find the affected account card. You may also see a banner reading “1 LinkedIn account disconnected” at the top of the page.
Click Reconnect (in the account card’s menu or the banner’s Reconnect button). You will be redirected to LinkedIn to re-authorise the connection.
Once reconnected, the badge turns green (Connected) and campaigns resume automatically.

Why did my CV fail to parse?

When Vitae cannot read a CV, it tells you immediately so you can upload a clean copy or enter the information manually.

If you are uploading on a candidate’s behalf (recruiter view)

Open the candidate’s profile in the ATS.
Click Upload CV. Accepted formats are PDF, DOC, DOCX.
If you see the warning “Your CV was uploaded successfully, but we couldn’t extract any information from it,” the file was received but the content could not be read — scanned PDFs, image-only files, or heavily formatted documents often cause this. Ask the candidate for a plain-text PDF or Word version and upload that.
If a warning about Experience or Education items appears after upload, the extracted data has formatting Vitae could not fully interpret. Review those sections on screen, correct any entries, and click Save.

If a candidate is uploading their own CV

While Vitae processes the file, the candidate dashboard shows “Processing your resume…” with a note that they can leave the page and will be notified when it is done.
If processing stalls for more than a few minutes, the candidate can click “I’d rather enter my background data manually” to skip parsing and fill in their profile directly.

General tips

Always use PDF, DOC, or DOCX. Other formats are not accepted.
Avoid CVs that are primarily images or scanned pages — there is no text for Vitae to read.
If the error “Failed to load resume information” persists after a retry, try a different file export from the candidate’s word processor.

Why are AI matches not appearing for my job?

Vitae scores candidates against a job in the background. There are a few reasons the results may not be visible yet.

Check whether AI matching is enabled

Go to Settings (organisation) > General.
Find the AI matching and scoring toggle. If it is off, the Best Matches area will show “AI matching is disabled” and no scores will be generated. Turn the toggle on and save.

Start or restart matching

Open the job in the ATS and navigate to the matches tab at the top of the job detail page.
If you see “Candidate matching is queued” with a Start Matching button, click it. Vitae queues the scoring job immediately.
If you see “Candidate matching in progress,” wait a few minutes. You will receive a notification when it finishes.
If you see “We could not process your job description to recommend the best candidates for you,” click Try again. If it fails a second time, check that the job has a meaningful description — very short or blank descriptions give the AI too little to work with.
If matching completes but the list says “No matches found,” your talent pool does not contain candidates who match the job requirements well enough. Add more candidates via sourcing or import, then click Run matching again.

Check the live work queue

If you are not sure whether a matching job is running, open the Ask Vitae panel (sparkle icon, top-right) and ask the agent to check. You can also look for a Live work queue panel in the app — it shows Waiting, Active, Completed, and Failed jobs so you can see exactly where things stand.

Tip: Match scores on the pipeline board show a spinning “Matching” badge while scoring is in progress. Once the score is ready the badge is replaced with a percentage.

The agent said it cannot do something — what now?

Vitae’s agent is powerful but it works within defined boundaries. Understanding those limits saves time.

What the recruiting agent can do

The recruiting agent handles reading and searching across candidates, jobs, clients, pipeline, interviews, and automations. Any action that changes data — moving a candidate, updating a record, triggering a workflow — requires your approval first. You will see an approval card reading “Waiting for approval before changing workspace data” with Approve and Decline buttons.

What the support agent is for

If your question is about how to use Vitae (setup, how-to, onboarding, troubleshooting), switch to the Support tab inside the Ask Vitae panel. The support agent is purpose-built for product questions and can escalate to the Vitae team when it does not have an answer. Use the starter chips — Setup, How to, Troubleshoot, Escalate — to get started quickly.

If the agent says it is unavailable

“Ask Vitae is not available right now” — this is a temporary service issue. Wait a moment and try again. If it persists, use this help center or contact support through the Escalate chip when the agent comes back online.
“Ask Vitae could not load this thread” — refresh the page to start a new thread.

If the agent runs out of search credits

A “No search credits available” message means your workspace has used its sourcing credit allowance. Click Buy Credits in the message to go to your subscription settings and top up.

If you need something the agent cannot do

Some actions — changing organisation settings, managing integrations, billing — must be done directly in Settings. The agent will tell you where to go. Administrators can grant or restrict access to these areas via Settings > Organization > Members.