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Simulation Help for Participants and Admins

What is a Technical Issue?

There are a lot of advantages of an online assessment, i.e., saves time, offers objectivity, etc. Pinsight’s online platform is stable; however, there can be issues when working with any application where an internet connection is required. Therefore follow the system requirements, found here, and launch the Pinsight doctor on the computer where the participant will take the simulation. Although issues can arise, it is rare that something would prevent a participant from completing a simulation. In some instances, the simulation role-play calls will be conducted over the telephone if the webcam connection is not working. This is a perfectly fine way to carry out the exercise and does not impact simulation results in any way. If other issues occur, we work hard to replicate the issue and determine if steps beyond the quick troubleshooting fixes listed below need to be taken.


Browser Capability

Pinsight supports Google Chrome and Mozilla Firefox. We recommend using the latest versions available. Google Chrome download is available here. Mozilla Firefox is available here.


Quick Troubleshooting Fixes

Most issues can be resolved by:

  • Refreshing (Control-F5 on a PC and Command-R on a Mac) your Chrome browser window
  • Clearing your cache history
  • Rebooting your computer
  • Opening a Chrome window in Incognito


Contact us

If the tips above do not help, Pinsight is available 24/7 to answer your questions.

By telephone call +1-800-423-8295 Ext. 0

Live Chat to us

Also, sending an email to with screenshots will help us further assist you.


Frequently Asked Questions

Q1. What are the steps of the simulation process?

The invitation to set up your participant profile is sent via email from If you do not receive this email, please check your spam folder. If it is not there, please email for further support. Click the link contained in your invitation email and follow the prompts listed below to complete set up:

  • Terms and Conditions
  • IT check
  • Profile set up and picture upload
  • Schedule
  • Personality questionnaire
  • Cognitive assessment
  • Practice mode

Q2. What is the criteria to set up a password?

A password must be at least 8 characters in length and include one uppercase letter, one special character (!@#$%&) and one number.

The link in your participant invitation email lasts 24 hours. If the link is accessed after this 24-hour period, you will receive an error message. If you receive this error message, please contact; we will then resend the invitation.

Q4. I can’t enter the website.

Please confirm that the URL address is correct:

Please check that your browser is Google Chrome or Mozilla Firefox.

Live chat with Pinsight tech support.

Download Technology Requirements PDF

Q5. How do I access the Microsoft software tools referred to in the simulation?

Microsoft Office software is not built into the simulation. You should use the Microsoft products (Word, PPT or Excel) on the PC you are using to complete the simulation. You are able to attach Microsoft Word, PPT and Excel documents to email messages sent through the simulation email system.

Q6. How long will my simulation last?

The leadership simulations last 3 hours and the sales professional simulation lasts 2 hours.

Q7. How much time should I spend preparing for the simulation?

We strongly recommend that you spend 2-4 hours preparing for the leadership simulations and 30-45 minutes preparing for the sales professional simulation, as it can be a very intense and challenging experience. Without preparation, you will feel overwhelmed and your performance may suffer. You can complete the preparation at any time after scheduling your simulation up until the start time of your live simulation.

Q8. Can I go in and out of the simulator dashboard?

Once the personality questionnaire and the learning efficiency test have been completed, you can go in and out of the simulator dashboard up until 15 minutes before the live simulation starts.

Q9. Can I print the files in the My Files section of the simulator dashboard?

Due to test security, the PDF documents cannot be printed. However, you can use the Notes feature on the right side of your screen to take notes. The information that you save there during pre-work will be available to you during the live simulation.

Q10. I cannot see the Send button when sending an email message in the simulator.

Please confirm that you are using Google Chrome as your web browser. If you are already using Google Chrome, first try refreshing your browser (Control F5 on a PC and Command R on a Mac). If refreshing does not solve the problem, open a new incognito window in Google Chrome. If the problem persists, click Control + or Control – to increase or decrease your screen resolution.

Q11. I can’t answer my incoming video call.

Please try refreshing your Google Chrome browser window first. If that does not solve the problem, our assessors will call you on the telephone. Please answer the call when it comes in and please know that this is a perfectly fine way to complete the simulation exercise. It will not impact your simulation results.

Q12. I need to reschedule my simulation.

If your simulation is more than 48 hours away, you can log into and click the reschedule button. If it is less than 48 hours until your simulation, please contact your representative. In an emergency, please contact

Q13. I rescheduled my simulation and now my emails are missing?

The pre-work email messages are designed to familiarize you with the functionality of the system and to make you aware that you will be creating a project plan during the live simulation. If you have become familiar with the system, you do not need to resend the prework emails.

Q14. When will I get my simulation results?

Your simulation results are shared at your representatives discretion. It is up to your representative when and whether or not they share your results with you. Please contact your representative to find out more.

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