> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pastahr.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ATS Integration Troubleshooting: Fix Common Issues

> Diagnose and fix common ATS integration problems in PastaHR: missing applications, documents not syncing, and qualifying question errors.

This page covers the most common problems, how to diagnose them, and what steps are needed to resolve them. For system-specific issues, consult the relevant dedicated guide.

## Diagnosing a Problem

Before going through the specific issues below, it's worth checking the application's detail view in PastaHR. Hover over **Details** on an application, the status message shown points to the cause.

***

## Common Issues

<Accordion title="Application is not appearing in the ATS">
  If a completed application is visible in PastaHR but hasn't landed in your ATS, start by checking the detail view.

  **Diagnosis:** In PastaHR, hover over **Details** on the affected application. The status message shows what happened:

  <Tabs>
    <Tab title="'No remote job ID found'">
      This message means the candidate's application link didn't include a `remote_job_id` parameter. Without this ID, PastaHR can't match the application to a job in your ATS.

      **Resolution:** Check the link shared with candidates and make sure the `remote_job_id` parameter is present and correctly formatted. You can also set a default `remote_job_id` for the flow in the flow settings. See [Application Links](/en/recruiters/application-links) for details.
    </Tab>

    <Tab title="ATS API Error">
      This message means PastaHR successfully attempted to forward the application, but the ATS returned an error. This can be caused by authentication issues, changed API credentials, or a problem on the ATS side.

      **Resolution:** Email [support@pastahr.com](mailto:support@pastahr.com) with the candidate's name and application date, the job or flow they applied to, and the error text shown in the detail view.
    </Tab>

    <Tab title="'Job remote: xxx is closed'">
      This message means the job with this ID was already closed in the ATS at the time of the application.

      **Resolution:** Not an error on PastaHR's side. Check whether the job should be reopened in the ATS, or update the application link to point to an active job.
    </Tab>

    <Tab title="'Candidate already applied to this job'">
      This message means the person already applied to this job. That's why the new application isn't submitted to the ATS again.

      **Resolution:** Not an error, this is expected behaviour that prevents duplicate candidate profiles in the ATS. The existing application in the ATS is authoritative.
    </Tab>
  </Tabs>

  ### Overview of Unsaved Applications

  A full list of all applications that weren't saved to the ATS is available under **Settings → Integrations → Unsaved Applications**. Use **Resolve** to remove individual entries from the list once you've reviewed them.

  <Note>
    You need Admin rights in your workspace to access this view.
  </Note>
</Accordion>

<Accordion title="Candidate information is missing or incorrect in SAP SuccessFactors">
  If a candidate profile in SuccessFactors is incomplete, outdated, or doesn't match what was submitted in PastaHR, this is often related to how SuccessFactors handles duplicate profiles.

  **When this happens:** If a candidate already has a SuccessFactors profile with the same email address but a different phone number, the existing profile may not update automatically, the behaviour depends on how the candidate applied:

  * **WhatsApp applications:** the phone number is verified by WhatsApp. If the verified number matches the one on the existing profile, the profile is updated.
  * **Online applications:** the phone number is not verified. Existing profiles are not automatically updated in this case.

  See the [SAP SuccessFactors](/en/recruiters/successfactors) page for full details and manual reconciliation guidance.
</Accordion>

<Accordion title="'Job not active' on the application link">
  If candidates get a **"job not active"** message after a WhatsApp application link, a required configuration step in SuccessFactors is usually missing. For a WhatsApp application to work, two things must be true in SuccessFactors:

  1. A **job requisition** must have been created.
  2. The requisition must have an **active, published job posting**, not just the requisition itself.

  Common causes: no job posting was created for the requisition, the posting was deleted or has expired, or the start date is in the future.

  <Steps>
    <Step title="Check that an active job posting exists">
      Open the job requisition in SuccessFactors and confirm an active, published job posting is attached to it. Check the posting's validity dates.
    </Step>

    <Step title="Check the remote_job_id in PastaHR">
      Open the relevant application flow in PastaHR and verify the `remote_job_id` in the application link exactly matches the SuccessFactors requisition ID.
    </Step>

    <Step title="Wait briefly if everything looks correct">
      There can occasionally be a short delay after publishing a new posting. Wait a few minutes and try the link again.
    </Step>

    <Step title="Contact support if the issue persists">
      Email [support@pastahr.com](mailto:support@pastahr.com) with the job ID and the application link.
    </Step>
  </Steps>
</Accordion>

<Accordion title="Submitted documents are not in the ATS">
  PastaHR forwards documents as part of the initial application submission. Documents a candidate uploads afterwards, e.g. a CV in a follow-up message, are also automatically added to the existing application in most ATS systems.

  <Note>
    Automatic forwarding of supplementary documents is supported by most ATS integrations, including SAP SuccessFactors, Workday, Umantis, and Teamtailor. Some systems, such as Rexx, don't support this technically. If you're not sure, contact [support@pastahr.com](mailto:support@pastahr.com).
  </Note>

  If supplementary documents **don't** appear in your ATS, download the document from the PastaHR conversation and upload it manually to the candidate's ATS profile.
</Accordion>

## Still Need Help?

If none of the steps above resolve your issue, the PastaHR support team is here to help. Include as much detail as possible when you reach out:

<Tip>
  Email [support@pastahr.com](mailto:support@pastahr.com) with the link to the application in the PastaHR web app.
</Tip>