Troubleshooting
Use these checks first when an expected year, subject, student, or session is not showing.
Common checks
- If a year level or subject is missing, check the student login's Access type on the parent dashboard.
- Subscription access follows active paid subscription items. Teacher access follows the approved grant. Free practice follows the free subjects selected for that free login.
- If a child is not visible, confirm the student login is active under the signed-in parent profile.
- If a student needs the sign-in page, use the open or copy student-login link on the parent dashboard.
- If no practice sessions are shown, there may simply be no sessions yet for the selected filter combination.
- If a page looks incomplete during load, refresh once and allow the page to finish loading its current access data.
Billing and access problems
- If support, billing, or subscription pages are unavailable, confirm there is an active subscription on the parent account, or that the support page is still within one month after the last billing period of a cancelled or expired subscription ended.
- If payment details need to change, use the billing area once signed in as a parent.
- If a subscription student login stops working after cancellation or expiry, create a separate free-practice login if free access is available.
- If a teacher-access student login stops working, confirm the teacher-review grant is still active.
- If a free-practice student login stops working, check the free access subject and session limits on the parent dashboard.
- If a deleted student login is missing, create a new login for the year or access source you want to use next.