Help Center

Common Issues

Solutions to frequently encountered problems

6 min read

Login Problems

"Invalid email or password"

  • Double-check your email address for typos
  • Ensure caps lock is off when entering your password
  • Use "Forgot Password" to reset
  • If you signed up with Google/Microsoft, use that button instead

"Account not found"

  • You may have used a different email to sign up
  • Check if you have multiple email addresses
  • If you're new, click "Sign Up" instead of "Log In"

Password Reset Email Not Arriving

  • Check your spam/junk folder
  • Add support@cocovox.ai to your contacts
  • Wait 5 minutes and try again
  • Check if you're using the correct email

AI Tutor Issues

"Message limit reached"

Free and Learner plans have daily message limits:

  • Wait until tomorrow for your limit to reset (midnight UTC)
  • Upgrade your plan for more or unlimited messages

AI Response Is Slow

  • Complex questions take longer to process
  • High traffic times can cause delays
  • Pro users get priority processing
  • Try refreshing if response takes more than 30 seconds

AI Gave Incorrect Information

While our AI is highly capable, it can occasionally make mistakes:

  • Always verify important facts with authoritative sources
  • Report significant errors by clicking the flag icon on the response
  • Ask follow-up questions to clarify or verify

Content Issues

Flashcards Disappeared

  • Check if you're in the correct deck
  • Look in "Archived" section
  • Use the search feature to find cards
  • If deleted accidentally, contact support within 30 days for recovery

Quiz Won't Submit

  • Ensure all required questions are answered
  • Check your internet connection
  • Try clicking submit again
  • Take a screenshot of your answers before refreshing

Progress Not Saving

  • Stay on the page until you see "Saved" confirmation
  • Check your internet connection
  • Don't close the browser while content is uploading
  • Refresh and check if progress appears

Subscription Issues

Features Locked After Upgrading

  • Log out and log back in
  • Refresh the page multiple times
  • Clear your browser cache
  • Check Settings → Subscription to confirm your plan

Being Charged After Canceling

  • Check that cancellation was confirmed (you should have received an email)
  • Verify cancellation in Settings → Subscription
  • Contact support@cocovox.ai for refund if charged in error

Can't Access Family Features

  • Ensure you have the Family plan (not Pro)
  • Check Settings → Family to add children
  • Verify your subscription is active

Class and Student Issues

Students Can't Join With Class Code

  • Verify the code hasn't expired
  • Check for typos (codes are case-sensitive)
  • Ensure you haven't reached your student limit
  • Try generating a new code

Can't See Student Progress

  • Students must be enrolled in your class
  • Give students time to complete work
  • Check that you're viewing the correct class
  • Refresh the insights page

Performance Issues

Site Running Slowly

  • Close unnecessary browser tabs
  • Disable browser extensions temporarily
  • Clear your browser cache
  • Try a different browser
  • Check our status page for known issues

App Freezing

  • Force close and reopen the app
  • Clear app cache (Settings → Storage → Clear Cache)
  • Ensure you have the latest version
  • Restart your device

Sync Issues

Data Not Syncing Between Devices

  • Ensure you're logged into the same account
  • Wait a few minutes and refresh
  • Check that both devices have internet access
  • Force sync by logging out and back in

Get More Help

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