Candidate Support


How will I be assessed?

Data points. Our assessments use game technology and behavioural tasks, and collect over 3,000 data points from the way in which you approach and decide to address each task across different levels. The best strategy is to be yourself and let the assessment capture the unique way you apply yourself to each of the tasks. This information is used to determine your profile on certain job-relevant characteristics. The results from the assessment are used alongside the additional information provided as part of the application to develop a multi-faceted indicator of your suitability for the role.

Do I need to be familiar with mobile games or apps in general to complete the assessment successfully?

Nope. No special ability, skill or knowledge is required to be able to successfully complete the behaviour-based assessment. We use a graphical interface to collect the data, rather than a sophisticated gaming environment. Each task has been carefully designed to be intuitive and easy to navigate. Extensive testing has confirmed no measurable difference in performance between frequent video-gamers and first-time users.

Do I need to practice?

Nope. Our assessments are behavioural tasks, using game technology. They are psychometric assessments in an engaging format. However, for candidates to be reassured and become familiar with the mechanics and how to navigate the app, we offer access to a practice app called Firefly Freedom, that can be accessed when you are invited to take the real assessment:

Can anyone 'beat' the assessment?

Nope. Unlike games designed for entertainment, where familiarity with the game mechanic and layout improves performance, assessments using game technology are designed to capture behaviours and natural tendencies. There is no strategy that will help you achieve a particular performance level.

Equal Opportunities

I have difficulty distinguishing some colours from each other. Will I still be able to complete the assessment?

Yes. Our behaviour-based assessments do not rely on any colour recognition and have been designed to be accessible for users with colour blindness.

Can accommodations be made for someone with learning disabilities or difficulties?

Yes. We have done extensive testing and are able to incorporate appropriate adjustments into the behaviour-based assessments to ensure that candidates with learning disabilities or difficulties such as dyslexia do not suffer from adverse impact.

How do I go about getting reasonable adjustments put into place for my assessment?

Please contact the employer if you require any adjustments for disabilities or learning difficulties before you start the assessment. You may be asked to provide supporting documentation which states how much reasonable adjustment you need.


How should I set up my device?

It’s extremely important that you minimise distractions when taking the assessment. Please ensure that:

  • App and messaging push notifications are disabled
  • Your device is set to “do not disturb” even when it is unlocked
  • You have adequate battery life when you start the assessment
  • You have a stable internet connection

Android How-to:

iOS How-to:

The app is displaying 'an error has occurred' message, what should I do?

Please try re-opening the app and / or logging in again. If the problem persists, please take a screenshot or make a note of the error code displayed (if any), and contact the support email address of the organisation that you applied to. Please state your player key / username and the error code if you have it. This will help the organization resolve the issue for you more quickly.

What should I do if the app crashes?

Don’t panic! All of your data is backed-up on our servers. To resolve the problem, first check that your device is compatible with the app and has enough storage space left. If the problem persists, contact the support email address of the organisation that you applied to and state your player key / username. Please include a screenshot of the error message (if any) as this will help them resolve the issue for you more quickly.

How do I take a screenshot?

  • Android: Press and hold the power and volume down buttons down at the same time
  • iOS (iPhone X): Press the power and volume up buttons at the same time.
  • iOS (other): Press the power and home buttons at the same time

Note: Please don’t share screenshots other than for support purposes.

Is my phone / tablet compatible?

All of our behaviour-based assessments support iOS and Android. Windows Mobile is not supported. You should use a device which was released within the past 4 years.

Older devices will be slower and, in some cases, unable to handle the application. Any devices running an operating system older than either iOS 9 or Android 4.1 are not supported.

Can I complete on my desktop / laptop?

We recommend using a mobile device to complete the assessment. If the organisation you have applied to allows it, Skyrise City can also be played on Windows desktop and MacOS. Our other assessments do not currently have a desktop version.

Most newer machines should work, so long as they are running an operating system no older than Windows 7 or Mac OS 10.9 (Mavericks).

How do I install the desktop version?

To install the desktop version of Skyrise City, go to and select “Download Skyrise City for Windows”, once the download is complete, double click the Skyrise City.exe file. 

You may be asked by Windows if you want to allow this file to run. On older operating systems you can select “Run anyway”, however on Windows 10 you will need to select “More info” first. For more information, please consult this video of how to install the application on Windows 7/8:

Why has my score gone down to zero after resuming my assessment?

This is due to a known bug in the system. If you choose to leave the assessment and later return to complete the numerical/ abstract reasoning level, your displayed score in the app will appear not to include points from the earlier session. However, rest assured, your full score is recorded on our system!

What does the score at the end of the test mean and how does it relate to my assessment results?

The ‘game scores’ provided at the end of the test are an indication of how well you did at each level from a gaming interface perspective. Candidates are able to earn approximately 1000 points per level. However, these are for your information only. The number of points scored by candidates has no bearing on our psychometric measurements. Rather, the completion of the assessments enables us to collect over 3000 behavioural data points per user which we then use to create each candidate’s unique fit profile.

I'm trying to log in but it says 'username not recognised.'

The first thing to try in this instance, is to double-check the username is being entered correctly, with no leading/trailing spaces or punctuation, such as 1 not being confused for I or L etc.

The next thing to check is that the right app is being used. The username will only work with the specific app(s) that the programme has been set up for. Note that we have a few rebrands of our assessments on the app stores, that look very similar to their original versions, such as “KPMG Ready” and “GB Psych”. If in doubt, the link in the invite email should be used.

If this doesn’t solve the problem, the username may have expired. In this case, please contact the support email address of the organisation that you applied to and state your player key / username.

Why does the app require the permissions that it does?

Our apps on mobile require the following permissions:

  • Network access permission: We capture data points about the way you interact with the app, and an internet connection is required for us to securely upload this data to our servers for analysis. We also capture and upload information about errors and crashes, in order to diagnose problems with the app.
  • SD card or internal storage write permission: While the assessment is in progress, we temporarily store data on your device as part of the process of uploading it to our servers. We also temporarily store your login details to save you having to enter them more than once.


I got to the end of the assessment but haven't received a report!

It can take some time for our server to process your data before the report is sent out. Additionally, depending on their policies, some employers may choose not to send a report to candidates.

Reports are only sent once you have completed all of the assessment’s required levels. For example, if you are asked to complete both Cosmic Cadet and Yellow Hook Reef, you won’t receive your report until you have finished both.

Sometimes report emails can be mistakenly captured by spam filters. Don’t forget to check your spam/junk folder for the report.

Our server cannot process your data until it has been uploaded in its entirety. This happens at the very end of the assessment, so if you quit the app too early, the upload process may not have completed. To complete the process, make sure you are connected to the internet, re-open the app and proceed to the login screen. There is no need to actually log in again, but the screen will briefly say “please wait” while the upload is performed.

Depending on the type of programme, we may require all candidates to complete the assessment before reports can be generated.

What does the ‘Last Five Scores’ section on my feedback report mean?

Some candidate’s reports show information about the “Last Five Scores”. These are the latest final ‘scores’ from the five most recent users to have completed the behaviour-based assessment featured in the report.


I have checked your FAQs and my specific issue is not listed / cannot be resolved!

If you cannot find the answer you are looking for, or you have tried our recommended fixes and still need assistance, please send an email with a detailed description of the issue, along with the attempted fixes to, stating your player key / username.