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Retries let a candidate take the same interview again. Your settings determine how many retries are allowed, so a candidate may need your help after a technical issue. Only the most recent attempt is available in Ribbon. A new attempt replaces the previous one.

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Set your retry policy

  1. Open Organization settings → Advanced under Interviews.
  2. Find Limit interview retries.
  3. Leave it off for unlimited retries, or turn it on and choose no retries or a limit from 1 to 10.
  4. Click Save.
No retries creates a one-attempt experience. If the setting is Flexible, you can change it for an individual role under Settings → Advanced. Settings enforced at the organization or team level must be changed there.

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Help after a technical issue

Ask the candidate to reopen their original interview link. Whether they can retry depends on the role’s status and retry settings. Review their profile and any Incomplete interview attempts before resetting anything. A reset isn’t needed for every interruption.

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Reset a blocked candidate

If a technical issue has left the candidate blocked by the retry limit:
  1. Confirm the candidate and role are correct.
  2. Download any interview records you need to keep before deleting.
  3. Open the candidate’s profile and click the three dots beside Send message.
  4. Choose Delete interview and send retry email.
This deletes the existing interview and emails the candidate a fresh link.

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What does deletion remove?

Both deletion options remove the interview’s recording, transcript, scores, and summary. Deletion can’t be undone.
  • Delete interview: Removes the interview without sending a new invitation.
  • Delete interview and send retry email: Removes it and sends a fresh invitation.
For a data-removal request, follow your organization’s approved process and confirm the scope before deleting. If the candidate still can’t continue, email support@ribbon.ai with their email address, interview link, and a short description of the issue.