Why contact details are hidden
Why some people see no phone number, email or home address on a candidate, and how an owner can change who sees them.
Sometimes a candidate's record has no phone number, email or home address under Contact. There are two different reasons. The message on the record tells you which one it is.
Likely causes
- "Your role cannot see contact details." Your role doesn't have the See contact details permission. Viewers don't have it by default.
- "Contact details show once this person shares their profile with you." The record shows Locked next to Contact. This is about the candidate, not your role. The details appear once they share their profile with your agency. See Profile sharing and consent.
- "No contact details on file." You're allowed to see contact details, but none are on file for this person.
Who sees contact details by default
| Role | Sees phone, email and home address |
|---|---|
| Owner | Always |
| Admin | Yes, by default |
| Recruiter | Yes, by default |
| Viewer | No, by default |
Without this permission, phone numbers and emails are hidden everywhere in the ATS, including a community export, and so are home addresses. Everything else on the record is still visible.
Note: If your role can message candidates, you can still send texts and emails from the Messages tab. They go to the address on file without showing it to you.
Where a home address comes from
If the person has shared their CareCommunity profile with you, you see the address on their profile. Otherwise you see the address they gave on an application to your agency, and the newest full address they send replaces the older one. The two are never mixed. A home address only shows on the candidate record, never on the broader community or your career page.
Let a role see contact details
Only owners can change permissions.
- Click Settings (the gear icon) in the top bar.
- Open Roles & permissions.
- Under Candidates, find See contact details.
- Turn the switch on or off for Admin, Recruiter or Viewer. Changed cells show Unsaved.
- Click Save permissions.
This changes the setting for everyone with that role. Cells your agency has changed from the default are marked Custom. The owner's access is always on and can't be changed.
Let one person see contact details
Permissions are set by role, not by person. To give one teammate contact details without changing their whole role's permissions, give them a role that has them:
- Go to Settings, then Manage users.
- Choose a new role from the menu next to their name.
A new role changes more than contact details, so check what it allows first. If you don't see these settings, ask your agency owner.