Account Issues
This guide covers common account-related problems and how to resolve them.
Password Issues
Forgot Password
- Go to the login page and click Forgot Password.
- Enter your registered email address.
- Check your inbox (and spam folder) for the reset link.
- Click the link and set a new password.
- The reset link expires in 1 hour.
Password Reset Email Not Received
Solutions:
- Check your spam/junk folder.
- Verify you are entering the correct email address.
- Wait 5 minutes and try again.
- Check if your email provider blocks transactional emails.
- Contact support if the issue persists.
Password Requirements
Your password must meet these criteria:
- Minimum 8 characters
- At least one uppercase letter
- At least one number
- At least one special character (recommended but not required)
Profile Issues
Cannot Update Profile
Solutions:
- Ensure all required fields are filled (name, email).
- Check that uploaded images meet size requirements (max 5 MB).
- Clear browser cache and try again.
- Try a different browser if the issue persists.
Profile Photo Not Updating
Solutions:
- Upload an image in JPG, PNG, or WebP format.
- Maximum file size: 5 MB.
- Recommended dimensions: 256x256 px (square).
- Clear browser cache after uploading.
- Wait a few minutes for CDN cache to update.
Team Management Issues
Cannot Invite Team Members
Possible causes:
- You have reached the team member limit for your plan.
- The email address is already associated with another organization.
- Your role does not have permission to invite members (Admin role required).
Team Member Cannot Access Features
Check role permissions:
- Go to Settings → Team.
- Click on the team member.
- Verify their assigned role has the necessary permissions.
- Update the role if needed.
Plan & Billing Issues
Cannot Upgrade Plan
- Ensure your payment method is valid and has sufficient funds.
- Try a different payment method.
- Clear browser cache and cookies.
- Contact support if the issue persists.
Plan Features Not Available After Upgrade
- Log out and log back in to refresh your session.
- Clear browser cache.
- If features are still unavailable after 15 minutes, contact support.
Account Deletion
To request account deletion:
- Go to Settings → Account → Delete Account.
- Enter your password to confirm.
- Select whether to export your data before deletion.
- Click Delete Account.
Warning: Account deletion is permanent. All courses, students, and data will be permanently removed after a 30-day grace period.
Related Documentation
- Common Issues — General troubleshooting
- Contact Support — Get help
- Create Your Account — Account setup