Troubleshooting

Help › Troubleshooting

The problems we see most often, and what fixes them.

I am signed in but it keeps asking me to sign in

• Make sure you arrived from the same domain — signing in on the classroom carries across to the community and back.
• Private/incognito windows and aggressive tracking blockers can block the sign-in session. Try a normal window.
• Clear cookies for the site and sign in again. This fixes most loops.

I forgot my password / my login email

Use the “forgot password” link on the sign-in form. If you registered with Google, sign in with Google rather than a password. If you no longer have access to the email on the account, contact us and tell us what you can about the account — for security we will ask you to verify some things before we change anything.

A lesson will not play

• Video: some networks and browsers block embedded players. Try another browser or turn off any content blocker for this site.
• Audio: the player needs the page to stay open — backgrounding a tab on a phone can pause it.
• Nothing at all: hard-refresh the page (Ctrl/Cmd + Shift + R).
• Every lesson also has the written version, so you are never blocked from the content.

I cannot get into the paid track I paid for

Access follows the plan on your account, and it can take a moment to apply after payment. If you are still locked out after a few minutes, tell us with the email address you paid with and we will fix it.

Live Labs audio or video does not work

See the Live Labs page — the fixes are usually browser permissions or a network that blocks video traffic.

I think I found a security problem

Please tell us privately through the contact form rather than posting it publicly, and give us a chance to fix it before you disclose it anywhere else.

Nothing here matches my problem

Contact us. Include what you did, what you expected, what actually happened, and any error message you saw. That is usually enough for us to reproduce it.