Troubleshooting

Sometimes things can go wrong. This article will guide you on what to do if Kalido doesn't work as you expect.

I’ve spotted a bug – what now?

iOS & Android: shake your phone while the Kalido app is open to trigger a report which will let you log bugs, request features, and suggest improvements. You can use this tool to add screenshots and videos to help us understand your experience better.

Web: you’ll see a short red banner in the centre of the right-hand side of your web browser labelled ‘Report Issue.’ Tap this to trigger a feedback report, where you can log bugs and request features. Assign all bugs to Ashvin Sologar (but don’t worry if you accidentally assign them to someone else).

General feedback: if you don’t want to log a bug, but do want to send feedback we’re always happy to hear from you at support@kalido.me.

Is there a real human being I can speak to?

Yes! Email your query to support@kalido.me and one of our friendly team members will be in touch as soon as possible. You can also chat to us live (when available) and raise support tickets here.

If you’re an enterprise client, please get in touch with your Kalido account manager. If you don’t know who your account manager is, please send a query to sales@kalido.me and we’ll be happy to help.

Why has my account disappeared?

After users create an account, Kalido sends them a verification email. If the email address isn’t verified within 48 hours, the account is deleted. Check your inbox and spam folder for this email. If you need any help with verifying your account, please contact support@kalido.me.

I can’t sign in to the Kalido web platform, why not?

If you’re having trouble signing in to the Kalido web platform, it could be that you are using network settings that are blocking particular websites, including Kalido. You can check this by using a mobile network to access www.web.kalido.me. If you can access it, then logging out of your VPN should solve this. If you still can’t access Kalido, please contact your organisation’s IT services or support@kalido.me.

Why haven't I received a verification email?

If you haven’t received a verification email, this may be due to the domain you are using. To resolve this please:

1. Onboard again.
2. When you see the email verification pop-up, click on ‘I can’t find my verification email’ to begin the manual verification process.
3. Kalido will generate a link that you can use to verify your email and complete onboarding.

Why have I been logged out of Kalido?

For your security, Kalido will automatically log you out of any active web session after 4 hours of inactivity.

Could proxy issues be affecting my Kalido experience?

If you can’t access Kalido, please check that neither your network or device are applying proxy policies to filter network traffic related to kalido.me or kalido-api.com. Please also check that none of the filtering uses Deep Packet Inspection (DPI).

Kalido communicates using gRPC over HTTP2, and employs bidirectional streams that stay open for long periods to maximise communications efficiency. Although this is a secure and technically documented use of the HTTP2 protocol, most DPI tools will incorrectly hold packets sent using this method while they wait for a response that will not come (because the stream is open and waiting for the possibility of new data, which may only come minutes later, if at all).

I can’t access Kalido from the UAE, is it blocked by the government?

Based on reports to date, Kalido is blocked for some, but not all, users of Etisalat telecom services. User of Du (the UAE's other major telecoms provider) do not seem to experience any issues using Kalido. If you have the option, please try using Du. If you are using Du and being blocked, please let us know so that we can update our findings. We apologise deeply for the experience. Unfortunately, as far as we are aware, we are not in violation of the TDRA guidelines so it is unclear why they have chosen to block Kalido, and even less clear why they are doing so selectively. We continue to look into our options here.

I have a suggestion for how to make Kalido better, where can I send it?

We’d love to hear your feedback. Please contact sales@kalido.me.

Why can't I update my Role/designation/position?

If you're having problems updating your Role, designation or position, please follow these steps:

Log in to Kalido.
Navigate to the My CV Tab.
Click on added Work History.
Add your latest Role (the current designation you've achieved).
Refresh your browser.
Click on the pencil icon to edit the basic details.
Click on the Primary Position drop-down.
Select your new position.
Click Save.

If this doesn’t solve the problem, please contact support@kalido.me.

I’m expecting to see a specific job on Kalido but it’s not showing up, why?

There are 3 possible reasons.

Your organisation has not sent the job data to Kalido. This means that no Quest has been created and so the job is not showing as an Opportunity for you. Please contact your internal team to discuss.
If the job has been closed, it will have been removed from Kalido immediately and won’t show up as an Opportunity. But not to worry, there are other great Opportunities waiting for you: visit the Opportunities tab to view them and decide which you want to show interest in.
You do not belong to the Channel in which Kalido generates Quests and Opportunities for your organisation. If you do not know the name of the Channel, please ask your internal team. If you do know the name of the Channel but cannot see it on the left-hand panel on Kalido, it means that you are not part of the Channel.

To join the Channel:

Go to the search bar in the top right corner.
Search the Channel name.
Click on the Networks and Channels tab.
Click on ‘Request to join’.
If your join request is approved by an Admin, you’ll be able to search for and see the Opportunities.

Want to get more - and better - Opportunities in a few easy steps? The more up-to-date details you include on your Kalido Profile, the more great Opportunities our powerful AI will find for you.

The Enhance My Visibility feature makes this easy by guiding you through 5 quick and simple steps.

Kalido will show you the most in-demand Skills in your Networks, and how you can acquire them to boost your Opportunity potential. You are also shown any Projects that you’ve worked on but haven’t tagged Skills to. Doing this is quick and easy, and helps to demonstrate your expertise to others on Kalido, increase your Competency ratings and find more Opportunities.

Visit the Quests tab to start your Enhance My Visibility Quest.

Why can’t I save a Preferred Location?

If you're unable to save a Preferred Location this is because a required field, such as First or Last Name, has been left blank. Please follow these steps to help resolve this:

Log in to Kalido.
Navigate to your Profile.
In the upper right corner, you will find a pencil icon for editing the data.
Verify that your first and last names are filled in.
Select 'Add Location' to enter the Preferred Location.
Press the Save button.