alphaScreen Support
alphaScreen support and setup help
Public guidance for setup help, account access, passkeys, candidate verification, memberships, billing, product updates, and support contact.
Last updated: September 17, 2026
Contact support
Call AI Customer Support at (605) 599-8008.
Email support@alphasourceai.com with your company name, buyer email, role name if relevant, and a short description of the issue. Do not send passwords, setup tokens, or private candidate details unless support specifically requests them through an approved channel.
Candidate device checks
Before starting, open the device check, allow camera and microphone access, select the intended devices, and test the speakers. Say a short sentence at normal volume until the meter shows Mic ready. For Mic low, move closer or select another microphone and repeat the check. Where supported, Record voice sample lets you record and play back three seconds locally; the sample stays on the device. Use a quiet place and a stable connection.
Interview access and audio recovery
Follow the on-screen verification recovery if launch access expires. During an interview, use Try microphone when offered before refreshing the page. Contact support if recovery fails; a refresh does not guarantee a resumed interview or retake.
Scores, status, and usage
A dash means unavailable, not zero. Review interview status on Candidates. Attempts explicitly identified as having no substantive response do not use role capacity; interrupted interviews with substantive responses may still count.
Setup help
Use support when the buyer cannot finish account setup, does not know the next step after checkout, or needs help understanding the first role workflow.
Account, password, and passkey setup
If a setup email does not arrive, check spam or junk first, then contact alphaSource with the buyer email and company name. Existing client users can manage optional passkeys from Profile & security. Do not share password setup links publicly.
Memberships, billing, and first-role prepay
Support can help explain membership cadence, role fees, additional interviews, and first-role prepay status. Billing access remains limited to authorized account users.
Role creation and candidate links
For role setup or candidate link issues, include the role name, candidate email if relevant, and a short description of the problem so support can triage the workflow.
Agreement and checkout recovery
If agreement signing or checkout is interrupted, return to the original buyer email flow when possible or contact support with the buyer email and approximate signup time.
Security and privacy questions
Use the public security and privacy pages for high-level review. Specific legal, privacy, or security questions can be routed to alphaSource support before purchase.
September 3, 2026 — Role-specific scoring and clearer interview status
Interview evaluation now uses clearer role-specific evidence anchors and distinguishes unavailable scores from scored results.
Scorable answers are evaluated against each question's role-specific rubric
Warm-up and questions missed through interviewer or technical problems are excluded
Candidate status labels distinguish no response, technical issues, processing, and scored results
Historical scores are not all automatically recalculated; contact support about a specific report
September 3, 2026 — Interview preparation and recovery
Improved device checks and recovery guidance help candidates prepare and continue through access or microphone issues.
Clearer Mic ready and Mic low feedback, with optional local voice-sample playback
Try microphone recovery is available when an in-interview audio warning is shown
Expired launch authorization returns candidates to verification or their preserved information form
September 1, 2026 — More accurate interview-capacity accounting
Attempts explicitly identified as having no substantive candidate response are excluded from role interview usage.
No-response attempts receive no Interview Score rather than zero
An interrupted interview with substantive responses may still use capacity
September 2026 — Essential membership naming
The entry alphaScreen membership now uses the clearer Essential name across signup, billing, and support.
Pricing, included interviews, duration caps, and role fees are unchanged
Existing memberships continue without any account or billing migration
Checkout and agreement screens now show Essential consistently
August 2026 — Passkeys and profile settings
Client users now have one place to manage personal account settings and optional passkey sign-in.
Update a name or verified email from Profile & security
Choose Light, Dark, or System appearance
Add, rename, or remove supported passkeys
Continue using a password as a fallback
August 2026 — Optional text-message verification
Optional text verification is available in eligible candidate interview-access and buyer signup flows.
Eligible candidates and buyers may choose Email or Text Message when both are offered
Buyer signup includes a delayed-text email fallback and a visible resend countdown
Text-message consent is optional and shown before requesting a code
Email remains available if text delivery cannot be confirmed
August 2026 — Dashboard and support improvements
The client workspace and support paths were refreshed for clearer navigation and help.
Updated dashboard overview and navigation
Talk with Support remains available inside the client workspace
Public phone and email support guidance is easier to find
Common setup and recovery questions
These answers are for buyer and account setup support. Product and workflow questions are covered in the main FAQ.
Can browser AI support contact the team for me?
Talk with Support in the client dashboard provides AI guidance. When email escalation is available, it can submit your name, reply email, and a brief issue summary to support@alphasourceai.com after you explicitly approve sending them. It sends only for requested escalation, not after every conversation. It cannot inspect accounts, change records, transfer a browser call, or promise when the team will respond. If submission is not confirmed, email the support team directly. AI Customer Support is also available at (605) 599-8008.
How should candidates check their camera and microphone?
Before starting, open the device check, allow camera and microphone access, select the intended devices, and test the speakers. Say a short sentence at normal volume until the meter shows Mic ready. For Mic low, move closer or select another microphone and repeat the check. Where supported, Record voice sample lets you record and play back three seconds locally; the sample stays on the device. Use a quiet place and a stable connection.
What if verification succeeds but the interview will not start?
Interview launch authorization lasts five minutes after verification. If it expires or cannot be used, follow the on-screen return to Verify and request a fresh code. If returned to the information form, review the preserved details and continue. Avoid repeatedly clicking Start or creating another candidate record. If recovery fails, contact support with the role, approximate time, browser, and error text; never share a verification code or private interview link.
What if the interviewer cannot hear the candidate?
If an audio warning appears during the interview, use Try microphone when offered, check microphone permissions and the selected input, then answer again. Follow the on-screen recovery guidance before refreshing the whole page. Refreshing does not guarantee that an interrupted interview can resume. If the interview ends or recovery fails, contact the hiring team or support before attempting a retake.
How does verification work during membership signup?
Buyer verification happens before the agreement and checkout. Choose Email or, when offered for an eligible U.S. mobile number, optional Text Message with consent. The code expires in 10 minutes. Follow the displayed resend timer: normally 60 seconds for email and 120 seconds for another text. If a text is delayed, Use email instead appears after about 60 seconds. This buyer verification is separate from candidate interview-access verification and client sign-in.
Does an unsuccessful interview use our interview capacity?
An attempt explicitly identified as having no substantive candidate response does not consume the role's interview capacity. This includes warm-up-only attempts identified that way. An interrupted interview with substantive responses may still count. An unavailable score alone does not establish a capacity credit; contact support if the usage looks incorrect.
How do I get help during alphaScreen setup?
Contact alphaSource at support@alphasourceai.com with your company name, buyer email, and a brief description of the setup issue.
What should I do if the account or password setup email is missing?
Check spam or junk first. If it still is not available, contact support with the buyer email and company name so alphaSource can review the setup status.
Where do I set up a passkey?
Sign in with your password, open the account menu from the initial in the upper-right corner, choose Profile & security, and then choose Add a passkey. Password sign-in remains available as a fallback.
What if a candidate does not receive a verification code?
For Email, check spam or junk and use the available resend option. If Text Message was selected and delivery cannot be confirmed, choose Email instead. Contact support if the candidate still cannot continue.
How do I get help with membership or billing questions?
Use the support contact with your company name and buyer email. Billing and agreement details are handled through authorized account and support workflows.
What if first-role prepay does not appear when opening the first role?
Contact support before opening another paid role. Include the buyer email, company name, and whether first-role prepay was selected during signup.
What should I include when reporting candidate link issues?
Include the role name, candidate email if relevant, what the candidate saw, and whether the candidate checked browser permissions or retried the link.
What if the agreement or checkout step gets stuck?
Refresh once and use the original buyer email flow if available. If the issue continues, contact support with the buyer email and approximate signup time.