This happens when a candidate accidentally clicks "Start New" instead of "Resume" on the original application page.
What causes this issue
When candidates return to your job posting, they see both "Start New" and "Resume" buttons. If they click "Start New" by mistake, the system treats this as a fresh application attempt rather than continuing their existing progress.
How to help the candidate resume
You can send the candidate their correct in-progress application link:
Go to your job section
Navigate to the progress section
Find the candidate's application
Copy and send them the in-progress application link
The candidate can then use this direct link to continue where they left off instead of starting over.