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FAQs and fixes
Something not working? Start here, grouped by topic.
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I cannot find a setting
Search the admin with Ctrl+K, or use this map of where settings live.
Courses
A video does not play
Check that the video finished encoding, then the learner's access, drip locks and other devices.
Live sessions
A learner cannot join: checklist
Check the time, the meeting link, the learner's access and the date, in that order.
Payments
A learner paid but has no access: what to do
Find the payment, read its status, then check the gateway setup, the email used and the learner's access.
Learners
A learner cannot sign in
Check the email, the password, the academy address, Google sign-in and other devices.
Website
My custom domain shows a security warning
The security certificate is not ready yet: add both DNS records, wait, then check the SSL status.
Marketing
Emails are not arriving: checklist
Start with the Outbox, then check your Email Settings switches, the address and the spam folder.