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Below are some common causes for errors or problems when attempting to upload or view a Greenhouse profile from Gem:
If you are the only person on your team running into an error:
- Your Greenhouse user credentials may be expired in our system. This typically occurs if your Gem or Greenhouse account was previously deactivated and then reactivated. You can contact Gem Support (support@gem.com) to request that our team logs you out of the Greenhouse integration so you may sign back in to provide fresh credentials before trying your upload again.
- Your Gem and Greenhouse email addresses don’t match. In order to allow for proper syncing of data, the email that you use for Gem must match either your primary or secondary email in Greenhouse. Your Gem email can be seen in the bottom-left corner of the Gem window. Your Greenhouse email(s) can be configured from your Greenhouse account preferences menu.
- You’ve got insufficient Greenhouse permissions. This mainly occurs when trying to upload a person into Greenhouse as a “Prospect” with no Greenhouse job specified in the Gem sidebar. (There is a user-level permission for “Can manage unattached prospects…” that your Greenhouse administrator can enable or disable for your Greenhouse account.) This may also manifest as behavior where you’re able to see that a candidate exists in Greenhouse from the Gem sidebar, but when clicking to view and go to their Greenhouse profile, you encounter a Greenhouse permissions error.
If your entire team is running into errors:
- Your Gem and Greenhouse email addresses don’t match. This is typically due to an email domain change (ex. rebranding), causing your Gem and Greenhouse emails to no longer match. For example, you may be using your new email address in Greenhouse, but Gem still uses your old email address. If your company has recently changed domains, pleaseDomain & Email Address Changes and contact our Support team (support@gem.com) so we can guide you through the process.
- Your Greenhouse subdomain does not match what we’ve set in Gem. You can see what your Greenhouse subdomain is by examining the link to any of your existing applications or profiles in Greenhouse. By default, our system sets all Greenhouse integrations to use the subdomain “app” (ex. https://app.greenhouse.io), but if you’ve got a different or custom subdomain configured like “yourcompany” (ex. https://yourcompany.greenhouse.io), let our Support team know (support@gem.com) by sharing an example of a Greenhouse application or profile link and we’ll update it for you on our end. This may also manifest as behavior where you’re able to see that a candidate exists in Greenhouse from the Gem sidebar, but when clicking to go to their Greenhouse profile, you encounter a Greenhouse permissions error since Gem is taking you to the wrong link.
- Your Greenhouse Harvest API key is invalid, has been revoked, or does not match what Gem has. This can be ruled out by asking a Greenhouse administrator to find the Harvest API key that was created to integrate your Greenhouse instance with Gem and review it for issues. (Check to make sure the key is still active and Harvest API Key Required Permissions are enabled.) Then, copy the API key from Greenhouse and make sure it matches they key that has been saved under the Gem Team Settings dashboard. The key needs to match for data to sync properly between your Gem and Greenhouse instances.
- Your team has recently changed how you sign into Greenhouse. If you’re using a different workflow to sign into Greenhouse (ex. enabled single sign-on), this may cause unexpected issues with the Greenhouse integration. Contact our Support team (support@gem.com), describe that changes you’ve made, and we’ll help you troubleshoot.