About this Guide
This guide is a resource to help Double Nickel users quickly resolve the most common questions customers run into in Double Nickel. It covers frequent questions like application changes not appearing (including updated PDFs and VOE contact lists), login and verification code hiccups, account settings such as MFA or calendar connections, notifications, exports and document workflows, and automation behavior.
Use the sections below and the table of contents on the right-hand side to identify what you’re seeing and follow the recommended steps to get back on track.
FAQs:
Application updates are not reflected in the PDF or the VOE contact list is not updated
If you make changes to an application and do not see an updated PDF or refreshed VOE contact list, it usually means the driver has not signed off on the changes yet.
What to check:
Open the application and look at the application status bar at the top of the applicant’s profile.
If it shows In Progress, the driver has not signed off on the most recent changes yet.
Once the driver signs off, you should see the status marked Pending Review and the regenerated outputs should be available.
PDFs and VOE contact lists only regenerate once the applicant has signed off on the changes made.
To sign off on the changes, have the applicant navigate to their application and click through to end to sign the changes.
You can copy the link to the full DoT application by navigating to their applicant profile, then clicking Application in the top right corner.
Note: You must set the status bar to Completed once you complete your review to complete the checklist item.
Helpful articles:
I'm having trouble logging in or receiving the password reset email
If you can’t log in or you’re not receiving the password reset email, it is usually caused by account access or email deliverability issues.
Common fixes:
Confirm you have been successfully added to Double Nickel.
Current users and user settings can be viewed by navigating to the the Settings page, then clicking Users.
Access is managed by your manager or admin.
You should receive an email after you’ve been added successfully.
Confirm you are signing in with the email address associated with your Double Nickel account.
Check your spam or junk folders for verification or password reset emails.
Helpful articles:
My email is not connecting as expected
Email syncing requires the connected email address to exactly match the email on your Double Nickel account.
What to check:
Confirm the connected email and account email are the same email address.
Confirm that the user attempting to connect the email is the same user that's currently logged in.
Reconnect the email if needed.
Helpful articles:
An applicant is not receiving the verification code as expected
When a driver is completing a DoT application, the application link triggers a verification flow (a 6-digit code) so they can access and complete the form.
What to check:
Confirm that the phone number on the application is correct and matches the phone number the driver is entering in the authentication request.
Confirm the phone number is able to receive text messages.
Confirm that the link provided is the correct link.
What to do:
Edit the applicant's phone number as needed.
Re-share the driver’s unique application link from the applicant profile (it can be reused later for edits).
Helpful articles:
An applicant sees red warnings or cannot submit due to validation errors
Red boxes typically mean required information is missing. Employment history is a common place where drivers get stuck.
What to check:
Review each section of the application submitted to-date and find where drivers may be missing information, especially employment history.
Make sure all required fields are completed before the driver submits.
Helpful articles:
Notifications are missing
If you are not seeing expected notifications, it is usually tied to user preferences or notification settings.
What to check:
Confirm notification settings are enabled.
Helpful articles:
AI Voice Agent calls are not triggering or booking correctly
Several Voice Agent workflows depend on the right user’s calendar being connected. If booking is involved, the calendar connection is required.
What to do:
Confirm the correct recruiter/user has their calendar connected.
If routing depends on recruiter assignment, confirm the job listing is assigned to the correct recruiter(s).
Note: The applicant’s email address is required for AI Voice Agent calls in order to successfully create a calendar invite.
Helpful articles:
Automations did not run as expected
If an automation does not trigger, it is usually because the rule conditions were not met or the trigger action never occurred.
What to do:
Review the rule configuration (conditions, actions, and any scheduling).
Confirm the triggering event actually happened (for example, the applicant stage changed to the expected value).
Helpful articles:
I can’t see MFA, email, or calendar connection settings
Some settings are user-specific and can only be configured by the person who is logged in to that account.
What to know:
Multi-Factor Authentication (MFA), email and calendar connections, and similar settings must be set up by the user themselves.
You will not see another user’s MFA, email, or calendar settings when logged in as your own account.
What to do:
Make sure the correct user is logged in.
Have the user navigate to that user’s Settings page to enable MFA, connect their email, or connect their calendar.
Helpful articles:
I want to see the same view every time
If you find yourself repeatedly rebuilding the same filters, columns, or sorting, saved views are the solution.
What to do:
Configure the table exactly how you want it.
Save the view so you can return to it at any time.
Helpful articles:
I need to download multiple applicant files at once
You can download multiple files at once using our secure zip file export.
Steps to Export Multiple Documents:
Navigate to the Documents section.
Select documents to download.
Click Actions, then Export Documents.
Helpful articles:
I need to update who is assigned to a Job Listing or Tracking Link
If applications or workflows are not routing to the expected recruiter or team member, it’s often because the Job Listing or Tracking Link is assigned to the wrong user.
What to check:
Confirm which recruiter(s) or team member(s) are currently assigned to the Job Listing.
If the application was submitted through a Tracking Link, confirm the Tracking Link is assigned to the correct recruiter(s).
Remember that assignment determines who receives activity, notifications, and routing for new applicants.
What to do:
Open the Job Listing or Tracking Link you want to update.
Edit the assigned recruiter(s) or team member(s).
Save your changes to ensure future applicants route correctly.
Helpful articles:
The background check is showing as “Pending”
Background check results appear in Double Nickel as they are completed by HireRight or Asurint. If the status stays “Pending,” it usually means the check is still processing in HireRight or Asurint.
What to check:
Log in to the HireRight or Asurint portal to verify the most up-to-date status.
Compare the status in HireRight or Asurint to what you see in Double Nickel.
Confirm whether the background check involves a complex search or additional verification, which can take longer to complete.
Confirm whether scheduling is dependent on the driver’s availability or action.
What to do:
If the background check is still “Pending,” continue monitoring in Double Nickel while confirming progress in the HireRight or Asurint portal.
If the status in the HireRight or Asurint portal differs from what you see in Double Nickel, contact the Double Nickel team for support.
Additional Resources & Support
Use the Help Center search
If your question isn’t covered above, the Help Center search is the fastest way to find the right workflow article.
Most common workflows and questions are covered step by step.
Get More Support
If you’ve worked through the sections above and are still stuck, the fastest way to get help is through in-app support.
To open in-app support:
Click the question mark icon in the top right corner of Double Nickel.
Or, click the wheel in the bottom right corner of the Double Nickel platform.
This allows our team to automatically see important context like the page you’re on, the account you’re logged into, and related activity, which helps resolve issues more quickly.
If you’re unable to access in-app support, you can also reach the team by email at [email protected].
When reaching out, including details like the applicant name, what you were trying to do, screenshots, error messages, and what you expected to happen will help speed things along.