Troubleshooting

Common issues and how to resolve them.

Login Issues

Can't Log In

1. Check your email - Make sure you're using the correct email address
2. Reset password - Click "Forgot Password" on the login page
3. Check spam folder - Password reset emails may be filtered
4. Clear browser cache - Old data can cause issues
5. Try incognito mode - Rule out browser extension conflicts

Password Reset Not Working

1. Check spam/junk folder
2. Verify you're using the right email
3. Request a new reset link
4. Contact support if still not working

Payment Issues

Payment Failed

Common causes:

• Insufficient funds
• Expired card
• Bank declined transaction
• Incorrect card details

Solutions:

1. Verify card details are correct
2. Check expiration date
3. Try a different payment method
4. Contact your bank

Subscription Not Active After Payment

1. Wait a few minutes - processing can take time
2. Log out and back in
3. Clear browser cache
4. Check Stripe email receipt
5. Contact support with receipt

Can't Update Payment Method

1. Clear browser cache
2. Try a different browser
3. Disable ad blockers
4. Contact support

Access Issues

Missing Features

If you can't access certain features:

1. Check your tier - Some features are tier-specific
2. Verify subscription is active - Check account settings
3. Log out and back in - Refresh your session
4. Contact support - If issue persists

Content Not Loading

1. Refresh the page
2. Clear browser cache
3. Try a different browser
4. Check internet connection
5. Disable browser extensions

AI Chat Issues

AI Not Responding

1. Refresh the page
2. Start a new conversation
3. Check internet connection
4. Try again in a few minutes
5. Contact support if persistent

AI Giving Incorrect Information

• The AI can make mistakes
• Try rephrasing your question
• Ask for clarification
• Report issues through support

Images Not Uploading

1. Check file size (max 25MB)
2. Verify file format (JPG, PNG, GIF)
3. Try a smaller image
4. Check internet connection

Community Issues

Can't Post

1. Verify Community access in your tier
2. Log out and back in
3. Check content doesn't violate guidelines
4. Contact support

Posts Not Appearing

1. Refresh the page
2. Check if post was removed for violating guidelines
3. Clear cache and try again

Classroom Issues

Course Not Visible

1. Verify Classroom access in your tier
2. Check if course is tier-restricted
3. Log out and back in
4. Contact support

Progress Not Saving

1. Make sure you click "Mark Complete"
2. Refresh and check again
3. Clear browser cache
4. Report to support

Browser Recommendations

For best experience, use:

• Chrome (recommended)
• Firefox
• Safari
• Edge

Keep your browser updated to the latest version.

Still Need Help?

If you've tried these steps and still have issues:

1. Go to Admin → Support
2. Select appropriate category
3. Describe the issue in detail
4. Include:
   • What you were trying to do
   • What happened instead
   • Any error messages
   • Browser and device info
   • Screenshots if helpful