Something went wrong in your recorded interview. What now?

If a technical problem is happening right now, use the help route in your assessment and report it promptly. Follow the platform's instructions for the specific error on your screen. If you've finished but can't confirm your submission, ask support to verify the status before you start another attempt.

A frozen screen is a technical problem. A silent dashboard is a status question. An answer you wish you'd phrased differently is another kind of worry altogether. When you're not sure which one you're facing, it's tempting to jump straight to what it means for your application. That isn't something you can settle from your side. What you can do is take the next step that fits your situation and give the right people clear facts.

This guide covers recorded assessments on Acuity Video Interviews and Kira, with provider guidance checked October 18, 2026. Keep your school's invitation and instructions open alongside it, since they govern your sitting.

If what's bothering you is an answer rather than the technology, start with the post-MMI debrief guide instead. A difficult answer on its own doesn't mean anything went wrong technically.

The screen froze, the recording failed or an error appeared

Check the exact error and which platform you're on before you act. A recovery step for one provider can be the wrong move on another.

If you're on Acuity

Contact Acuity support immediately through the assessment's help route or Acuity's support email. Describe the problem and follow the instructions you receive.

Acuity's current terms (section 13.2) require a technical problem, and any related retake request, to be reported within one week of the assessment date. Treat that as an outer limit, not a reason to wait: report it as it happens. Retake consideration depends on a verified technical issue, and another sitting isn't guaranteed.

If you're on Kira

Kira documents one specific error during practice or an asynchronous assessment: “Something went wrong. There was an issue with the connection or recording.” If that's the message in front of you, Kira says to wait for the connection to return and select Try again to resume. If the error persists, contact Kira support and include the details shown under Show more. (Kira's connection-error instructions)

Those steps belong to that error. If you're seeing something else, use the relevant on-screen help or contact Kira support, and don't assume a browser refresh or full restart is the right fix for every recording problem.

Technical support and retake permission are separate things. Kira says it can't grant extensions, reschedule a live interview or authorise a retake; those decisions belong to the school. You can't redo an individual submitted question or completed station yourself; ask the school about any retake. (Kira's retake and deadline policy)

You reached the end, but did it actually submit?

Reaching the end of your last answer can feel like the finish line, but it's one of three separate things. Next comes the platform's own confirmation that the assessment is complete, and after that the status in your school's application portal, which is a different place and may not change at the same moment. Check them in that order. If the platform hasn't confirmed completion, that's the question to take to support before you try anything again.

If you're on Kira

Kira describes a closing video, a feedback step and a final summary confirming that the assessment or interview is complete. Once you've completed it, reopening your unique invitation link should take you to that confirmation rather than to check-in. (Kira's submission guide)

If Kira has confirmed completion but your school's portal hasn't updated, Kira advises checking the portal within 24 hours and contacting the school if it still needs updating. That 24-hour step only comes after Kira's confirmation. If Kira's confirmation is missing, check directly with Kira support instead of waiting on the portal.

If you're on Acuity

If the dashboard looks incomplete, offers another circuit or shows something you didn't expect after finishing, starting again can feel like the safest fix. Hold off. Describe that exact state to support and ask whether your assessment was received and whether any further action is required.

The public Acuity guidance checked for this article doesn't establish that an unexpected second circuit means your first attempt was lost, or that you should repeat it. Get an answer about your attempt before taking that step.

On either platform, keep the confirmation or support reference you receive. You're after a clear answer to one question: is this assessment complete, or is there something I still need to do?

An app was open, someone walked in, or your hands left the frame

A few seconds like that can replay in your head for hours. Start by writing down what actually happened while it's fresh: an app was open, a notification appeared, someone came into the room, or your hands briefly moved out of view.

Then compare it with the wording of your own instructions. If you may have breached a rule, or the event affected your ability to complete the assessment, report the facts through the route your instructions name. Include the approximate time, how long it lasted and how it affected your response.

Kira says it monitors assessment activity and shares relevant information with the school, and that it records technical problems such as disconnections. It doesn't tell you how any particular incident will be treated. (Kira's applicant-integrity guidance)

The public sources reviewed here don't settle whether a particular sip of water, off-camera movement or unused app leads to a penalty in your assessment. So try not to turn a stranger's reassurance, or their worst-case prediction, into your result. The provider and school can assess your actual instructions and record, and they're the people to ask.

You missed a booking step or the window closed

Contact the official route promptly with your invitation, the deadline as written, your time zone and the step you missed, and ask what options remain. Any exception is their decision.

On Acuity Video Interviews, the reservation guidance says someone who misses a sitting can rebook if slots remain. That isn't a promise of a place, and it doesn't tell you what to do if you'd already started an assessment or missed a station.

On Kira, ask the school about a deadline extension, rescheduling or a retake; Kira's support team can't approve those requests. (Kira's deadline policy)

What to tell support

A short, specific report gives support something they can investigate. Send it through the official support channel, using the account linked to your assessment where possible. You can adapt this:

I'm contacting you about my recorded interview for [school/programme] on [date].

At about [time and time zone], [describe the error or event]. It lasted [duration, if known] and affected [recording, access, submission or another specific step].

The screen now shows [exact non-confidential status or error text]. So far, I have [briefly list the steps you've taken].

Could you confirm whether my assessment was received and whether I need to take any further action? [If relevant: I'd also like to request a review of the technical issue and advice on any available remedy.]

Add your device, browser and any existing support reference if they're relevant. Give an applicant identifier only through the official channel, and only when it's needed. Leave passwords, login links and unrelated documents out.

Describe what went wrong without copying the interview question or what you said in your answer. Acuity's assessment material is confidential under its terms (section 17), and the time, the screen status and the technical behaviour can usually explain the issue without the scenario.

Once it's sent, keep the support reference and follow the official next step. If another sitting is authorised, go back to the setup guide and rehearse the part of your setup that was affected before you return.