Overview

Use this guide to identify and resolve common issues during the Begini assessment. Most problems are related to session setup, user behaviour, or device conditions rather than platform errors. Work through the relevant section and escalate with the details listed at the bottom if the issue persists.

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Assessment not starting

Symptoms: user opens the link but the assessment does not load.

Check:

• Is the session link valid and unexpired? Session links expire based on your configured time limit (default 24 hours from creation)
• Is the correct deployment being used?
• Is the user on a modern mobile browser with a stable connection?

Fix: regenerate the session link and test on a different device and network before redistributing.

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Assessment not completing / low completion rates

Symptoms: users start but do not finish; completion rates are low.

Common causes: user drop-off, poor instructions, interruptions, connectivity issues, or the assessment being introduced at the wrong point in the journey.

Fix:

• Provide clear instructions and expected duration before the user starts
• Encourage completion in a single uninterrupted session
• Review drop-off patterns in Beacon to identify where users are exiting
• Ensure the assessment is placed at an appropriate point in your user flow

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Results not appearing in Beacon

Symptoms: user completed the assessment but no results are visible.

Check:

• Are you viewing the correct deployment in Beacon?
• Are you on the correct tab (Test vs Production)?
• Are filters applied that might be hiding the result?
• Has enough time elapsed for scoring to complete?

Fix: search by UID, confirm the correct deployment and environment, and clear any active filters.

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Results not linked to the correct user

Symptoms: results appear but cannot be matched to the expected user.

Cause: missing, incorrect, or duplicate UID passed when creating the session.

Fix: audit how UIDs are assigned in your session creation logic. Each session must use a unique, consistent identifier that maps to a record in your system. UIDs must be 5–60 alphanumeric characters and must not contain PII.

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Unexpected or inconsistent scores

Symptoms: scores do not match expectations, or similar users receive very different scores.

Check:

• Are you reviewing Risk Score and Trust Score together? A low trust score may explain an unexpected result
• Is the correct deployment configured and being used?
• Are you comparing results across a sufficient sample size? Individual session variation is expected

Fix: always review trust indicators alongside the risk score. Avoid drawing conclusions from a small number of test sessions.

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Low Trust Score

Symptoms: results show low confidence or trust indicators.

Common causes: inconsistent or random behaviour, very fast responses, repeated attempts, or assisted completion.

Fix: define an internal policy for low-trust sessions (e.g. manual review before decisioning). Avoid allowing users to take multiple uncontrolled attempts.

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Duplicate sessions

Symptoms: the same user has completed multiple assessments.

Cause: links being reused or shared, or no control over session distribution.

Fix: use unique UIDs per session. If you need to re-score a user, add a prefix or suffix to create a new unique value. Monitor repeated attempts in Beacon.

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When to escalate

Collect the following before contacting Begini support:

• The affected UID and integration ID
• Device type, browser, and environment (Test / Production)
• Steps to reproduce the issue
• Screenshots or session timestamps where available

Next steps

• Operations Troubleshooting — broader operational issue guide
• Common Setup Issues & Fixes — quick fixes for common setup problems