Get unstuck
Recover from a failed page or action without losing your work, then give support useful information.
Start by protecting anything you have entered. A failed page, save or notification does not always mean the underlying action failed.
Before refreshing or signing out
Copy unsaved text or use the page’s download control if available. Record any error message, request reference or support ID. Avoid clearing browser data: some course and tool drafts are stored on that device.
A page will not load
- Check your internet connection and whether other pages open.
- If the page offers Retry, use it once.
- After preserving unsaved work, refresh the page once.
- If sign-in is requested, return to the same account. See account access.
- If the failure continues, report the exact page and error instead of repeatedly submitting the same action.
An action looks incomplete
For a save, follow progress recovery. For a Lab request, evidence-support brief or mentor booking, check My support requests for a saved record before sending another. EIR requests and the general Support form do not all appear in that list; follow the receipt from the path you used. For payments, use the existing record’s Check status or contact support before paying again.
An on-screen request receipt confirms that a request was saved. It does not prove that an email arrived or that a meeting is booked.
A mobile screen is difficult to use
Close the on-screen keyboard if it covers controls, try the page in portrait or landscape, and check whether the problem is inside a panel rather than the whole page. In Ask AI, scroll inside the conversation to read its messages.
If text or buttons remain clipped, send the page address, device, browser and a screenshot with private details removed. Do not clear drafts just to test another browser.
Contact the right support
Open Support and choose the matching category. In-app requests require sign-in; the page also lists a phone contact for account-access problems.
Include what you tried, what you expected, what happened, the time and any reference shown. Never include passwords, reset links or payment credentials. Response availability varies; sending a request does not create a guaranteed response time.