🔧 Troubleshooting
Having trouble? Check these common issues and solutions. If you still need help, contact support.
🔐 Login & Account Issues
Not Receiving OTP (One-Time Password)
Possible causes:
- Email went to spam/junk folder
- Incorrect email address entered
- Email server delay (can take up to 5 minutes)
Solutions:
- Check your spam/junk folder
- Wait 5 minutes and check again
- Request a new OTP
- Verify you entered the correct email
- Try a different email provider (Gmail, Outlook)
Can't Access My Account
Solutions:
- Try logging out and back in
- Clear browser cookies and cache
- Use incognito/private browsing mode
- Try a different browser
- Contact support for account recovery
Student Can't Log In
Solutions:
- Verify classroom code is correct (case-sensitive)
- Check username spelling (no typos)
- Reset student password from teacher dashboard
- Ensure student is added to the classroom
✨ Story Generation Issues
Story Generation Fails or Freezes
Solutions:
- Wait 60 seconds—AI generation can take time
- Check your internet connection
- Refresh the page and try again
- Simplify your story prompt (shorter is better)
- Try during off-peak hours
Images Not Loading or Generating
Solutions:
- Click "Regenerate Image" if generation failed
- Check if you've hit monthly image limit (Free plan)
- Ensure stable internet connection
- Try a different browser
- Clear browser cache
Story Quality Issues
If your story doesn't match expectations:
- Be more specific in your prompt
- Use the "Regenerate" button to get a new version
- Check that reading level matches child's grade
- Verify educational lesson is clear
- Try different tone settings (whimsical, educational, etc.)
💳 Payment & Billing Issues
Payment Declined
Common reasons:
- Insufficient funds
- Incorrect card information
- Bank fraud protection triggered
- Card expired
Solutions:
- Verify card details are correct
- Check with your bank
- Try a different payment method
- Contact support if issue persists
Charged Twice or Wrong Amount
Solutions:
- Check billing dashboard for invoice details
- Look for pending vs. completed charges
- Review your subscription plan and add-ons
- Contact support with transaction ID
Subscription Not Active After Payment
Solutions:
- Wait 5 minutes for processing
- Log out and back in
- Check billing dashboard for subscription status
- Verify payment went through
- Contact support if not resolved
💻 Technical Issues
Page Won't Load or Keeps Crashing
Solutions:
- Clear browser cache and cookies
- Disable browser extensions (ad blockers)
- Try incognito/private browsing
- Use a different browser (Chrome, Firefox, Safari)
- Check internet connection speed
- Restart your device
Interactive Reader Not Working
Solutions:
- Enable JavaScript in browser settings
- Disable pop-up blockers
- Use a supported browser (Chrome, Firefox, Safari, Edge)
- Clear browser cache
- Try on a different device
Audio Not Playing
Solutions:
- Check device volume settings
- Ensure browser has audio permissions
- Try a different browser
- Restart your device
📊 Usage Limits & Restrictions
Hit Monthly Story/Image Limit
Free plan: 1 story + 1 image per month
Solutions:
- Wait until next month (resets 1st of each month)
- Upgrade to Premium for unlimited access
- Purchase add-on credits (if available)
Can't Add More Students (Teachers)
Solutions:
- Check your plan's student limit
- Remove inactive students to free up slots
- Upgrade to Teacher Pro (90 students across 3 classrooms)
- Purchase additional student add-ons
🌐 Browser Requirements
For best experience, use one of these browsers:
- ✅ Google Chrome (latest version) - Recommended
- ✅ Mozilla Firefox (latest version)
- ✅ Safari (macOS/iOS 14+)
- ✅ Microsoft Edge (Chromium-based)
Internet Explorer and older browser versions are not supported.
Still Having Issues?
Our support team is here to help!
📧 Contact Support