Why aren't all tokens coming through on an offer letter?

If your offer letters don't substitute the offer token for the expected offer value, it's likely that the text in the offer letter isn't being recognized as a token. To resolve this issue, follow the steps below.

1. Delete the token and spaces around it: open the original offer template document and delete the token and the spaces before and after the token. 

2. Manually retype the token and spaces around it.

Tip: Don't copy/paste the token from the Offer Templates page in Greenhouse Recruiting.

3. Save and re-upload the template to Greenhouse Recruiting. You can then create a new offer version for your candidate, which will allow you to generate a new offer letter using the updated template.

Other reasons the tokens aren't generating

Custom tokens

If the tokens still aren’t generating, the problem may be caused by permission levels or limitations around custom offer tokens. For more information, review Create custom tokens for email and offer templates.

DocuSign tokens

If your organization uses the DocuSign integration, the unique DocuSign tokens will verify only if the offer template is tested by a user with the DocuSign integration connected.

Ensure your DocuSign integration is connected, then re-upload the offer template and try again.