Even with seamless ATS integration and automation, you may occasionally run into issues. Here are the most common recruiter-facing issues in Mokka and how to resolve them.
🔄 ATS Sync Issues
Role missing from Mokka → Click Refresh List in Roles Dashboard. Make sure the role has already been launched in your ATS.
Candidate not showing up → Ensure the role is live and ATS sync is active. Refresh the pipeline.
Candidate CV parsing failed → If CV re-parsing times out, Mokka marks the CV as failed on the candidate profile. Review the profile for details.
📩 Invite Errors
Candidate didn't get invite → Verify the candidate's email address and that their CV is attached in the ATS.
Expired link → Invitation links stay valid for the expiry period shown in your role's invitation settings.
🎥 Video/Interview Upload Issues
Video not loading → Usually a candidate-side connection issue. Mokka processes the transcript, so scoring is unaffected.
⚙️ Screening Setup Issues
Auto-reject not working → Ensure reject rules are set up on the role.
Minimum requirements ignored → Missing minimums lower a candidate's ranking but do not auto-reject them.
📊 Scoring & Flags Issues
Scores look too low/high → Scores may be adjusted when key requirements aren't met. Review the cap details on the profile.
Flags missing → Low-risk (green) Profile Integrity flags are hidden by design.
CV-only candidates scored oddly → These are scored only from CV signals (no interview segments).
Excellence score not found → If an Excellence score isn't available for an application, you'll see a clear "not found" message.
🆘 Still Stuck?
Email us at support@gomokka.com, or start a chat with our team from within the app.
Share candidate email, role name, and a short description of the issue for fastest resolution.