Troubleshooting
Quick fixes for common issues
Hit a snag? Most problems have a simple fix. Work through the relevant section below, and if you're still stuck our support team is one email away.
A file won't open
Most resources are PDFs, Word, PowerPoint or ZIP files. ZIPs need to be unzipped before use. If a PDF looks blank, open it in a proper reader rather than a browser preview. If it still won't open, the file may not have finished downloading - try again from your library.
My download is missing
Everything you buy lives in your library, reachable from the avatar menu. If a recent purchase isn't there, check that your payment went through and that you're signed in to the same account you bought with. You can re-download anytime, free of charge.
My payment failed
Payments run through Stripe. A failed payment usually means the card was declined or details were mistyped - your bank may also need to approve a first-time online purchase. Nothing is charged on a failed attempt. Try again, or use a different card.
Search isn't finding what I expect
Try a curriculum descriptor code like AC9M7N04 for an exact match, or broaden your terms if a typo triggered a "did you mean?" suggestion. You can also browse by syllabus, year and learning area instead of searching by keyword.
Related help
Where do I download what I bought?
A quick walk-through of finding and re-downloading resources from your library.
The resource wasn't as described
You have a 30-day refund windowto request a refund. Here's how that works.
Trouble signing in
Reset access, review device sessions, and sign in with Google or Microsoft.
Still stuck?
Tell us what happened and we'll get you sorted.