Enrolment & Getting Started
I've been enrolled. What is the first thing I need to do?โผ
Check your email for the official "Welcome" message from GloCoach. This contains your invitation and all necessary links to begin.
I haven't gotten the Welcome email. What do I do?โผ
We recommend these steps:
Check your spam or junk email folder, as automated messages are sometimes filtered there.
If you find no emails from GloCoach, please email to support@glocoach.com for further assistance.
How do I download the GloCoach app?โผ
Use the download links provided in your welcome email.
How do I log in for the first time?โผ
After installing the app, open it and log in using the One-Time Password (OTP) sent to your registered email address. You will receive a separate OTP email after your welcome message.
My OTP hasn't arrived. What are the next steps?โผ
Please follow this troubleshooting guide:
Check Spam/Junk: Look for the OTP email in your spam or junk folder.
Resend OTP: Use the "Resend OTP" option on the app's login screen.
Contact Support: If the issue persists, email support@glocoach.com
I use a HUAWEI phone with Harmony OS. Can I install and use the GloCoach app?โผ
Currently, the GloCoach app is officially supported on Android (via Google Play Store) and iOS (via Apple App Store) devices. If you are using a HUAWEI device with Harmony OS, you may encounter installation issues. For the best experience, we recommend using a supported Android or iPhone device.
I registered successfully but canโt start the interview. What should I do?
If you are unable to start the interview after registering, the issue may be related to your network connection. Company Wi-Fi networks often have firewalls that can block the Lance assessment platform.
We recommend switching from your company Wi-Fi to a personal mobile data connection (cellular network) and trying again.
My interview keeps getting stuck or the connection is unstable during the session. What can I do?โผ
Interview interruptions or freezing are usually related to poor or unstable network connectivity on your end.
Recommended Actions:
Ensure you are on a strong and stable internet connectionโpreferably using personal cellular data instead of restricted company Wi-Fi.
Avoid moving between networks during the interview.
If the issue persists, try restarting the app and rejoining the interview.
If problems continue, please contact support@glocoach.com for further assistance.
How long does the interview take? Can I pause it?โผ
The interview takes approximately 30 minutes. Yes, you can pause and resume it later if needed.
Can I complete my interview on the web?โผ
Currently, interviews can only be completed through the GloCoach Mobile Application. Web-based interviews are not supported at this time.
Post-Interview: Review & Submission
What happens immediately after I finish the interview?โผ
Once you complete your interview:
A draft summary of your responses is automatically generated.
โ You will be shown a preview of the draft report for review.
You then have the following options:
Edit the Report
โ You may edit the draft directly through the mobile app.
โ Alternatively, you can choose to edit it via web. If you select this option, a secure link will be sent to your registered email address.
โ Using the secure link, you can review and edit your report online.
Editing Window
You have 48 hours to review, edit, and submit your report.
โ If no action is taken within 48 hours, the report will be automatically submitted.
Retake Options
โ You may choose to resume the interview to fill in any missing data. In this case, you will only be asked questions related to the incomplete sections.
โ You also have the option to redo the entire interview from scratch, if required.
How long do I have to review my draft PD summary (for talent) / TBM feedback (for sponsor)?โผ
You have 48 hours from when the email is sent to review and request any edits.
What if I don't review and submit within 48 hours?โผ
If you take no action, your draft PD summary / TBM feedback will be automatically finalized and submitted after the 48-hour window closes.
What if I miss the 48-hour window but still need to make changes to my PD / TBM report?โผ
Please email to support@glocoach.com for assistance.
Can I redo my interview after my report is submitted?โผ
Yes, you may redo your entire interview even after submission, provided your Executive Summary (ES) has not yet been generated.
Once the Executive Summary (ES) is generated, your report becomes locked and further interview attempts are no longer permitted.
Reports & Next Steps
How will I receive my final OBA report (for talent)?โผ
Once all interviews are complete, you will receive an email with a secure link to view and download your Observation-Based Assessment (OBA) Executive Summary report.
Where can I access my reports?โผ
You can access your final reports in two ways:
Via the secure link in the delivery email.
Within the GloCoach app under the relevant section (e.g., Reports).
What should I do if I have questions or concerns about my reportโs content?
Please direct any inquiries or feedback regarding your report to support@glocoach.com. Our team will review and respond accordingly.
Technical Support & Troubleshooting
I'm having trouble with the app (crashes, audio, etc.).โผ
Please contact our technical support team immediately at support@glocoach.com.
The app malfunctioned during my interview session. What should I do?โผ
If a technical failure occurs during your interview:
Exit the session.
Contact support@glocoach.com immediately for assistance.
Note: If you paused the interview, your progress may have been saved.
