12. Troubleshooting

This chapter collects the most common problems, split by learner, staff and admin, and explains how to report a problem so you get a quick answer. Start with section 12.1: five simple steps solve most issues.

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12.1. Before you write: five quick steps

What it is for: you check the most common causes in a minute, before you start waiting for a reply.

Who can see it: everyone.

Where to find it: you do these steps in the app and in your inbox.

How to check the basics

1. Refresh the page. Some views keep data in the browser for a moment. If nothing changes after refreshing, sign out and log in again.
2. Check which account you are logged in to. Click your photo or initials in the top right corner. Your email address is shown under your name. Purchases and invitations are tied to a specific address.
3. Check which academy you are in. The academy name is at the top of the sidebar. If you belong to several, switch (section 1.7). A course from one academy will not appear in another.
4. Check your role. The menu depends on your role. A learner sees less than a trainer, and a trainer less than an admin (sections 1.2 and 10.1).
5. Check that the module is turned on. If you see a screen titled "… is turned off", the academy admin has turned that feature off.

If that did not help, find your problem in sections 12.2-12.7. Each one ends with when to contact the academy and when to contact Cohorta.

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12.2. Emails are not arriving

What it is for: you find the activation link, password reset, invitation, purchase confirmation or event reminder.

Who can see it: everyone.

Where to find it: your inbox. The article "I'm not receiving emails from the platform" is also on the Help page (cohorta.co/help).

How to look for the email

1. Look in your Spam folder.
2. In Gmail, also check the Promotions and Updates tabs.
3. Search your mailbox for "cohorta" or the academy name.
4. Read your email address character by character. The most common typos are gmial.com, gmail.pl, wp.p and a space at the end of the address.
5. Add the sender from the cohorta.pl domain to your contacts. Future emails will go to your inbox.

Specific situations

• The activation link did not arrive. Right after signing up, under the message "Account created.", there is a link Didn’t get the link? Resend it. If the address has a typo, the resend goes to the same wrong address. In that case, sign up again with the correct address.
• The password reset did not arrive. The form looks the same whether or not the account exists. Most likely your account uses a different address from the one you are typing.
• Event reminders are not arriving. Check the switches in Account → Settings → Notifications (section 11.8). Both are on by default.
• No emails about posts, comments or messages. We do not send those emails. You only see these notifications under the bell in the app.
• No invoice for a course. The invoice is issued by the seller, that is the academy. Look for an email from the academy or from its invoicing system (for example Fakturownia).
• Work email. Company filters can delete emails before they even reach spam. Ask your IT team to allow the cohorta.pl domain.

Something not working?

• Message "Too many attempts. Wait a few minutes and try again." → you resent the activation link several times in a short time. Wait a quarter of an hour.
• You checked spam, the tabs and search, the address is correct, and there is still no email → write to support@cohorta.pl (section 12.8). Give the exact address and roughly what time you expected the message. We cannot see whether an email reached your inbox, but we can check whether it was sent.

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12.3. I paid but I don't have access

What it is for: you get back access to a course or file you bought, and you know what to do about a declined card, a double charge or a refund.

Who can see it: buyers.

Where to find it: the purchase confirmation in your inbox, Learning, My library, Billing. The article "I paid but I don't have access" is also on the Help page.

How to get your access back

1. Find the purchase confirmation in your inbox and check which address it was sent to.
2. Log in with that address. This solves most cases like this.
3. Check that you are in the academy where you bought.
4. If you bought without an account, one was created automatically for the purchase address. The "You have access to…" email contains a login link. If it has expired, use Forgot your password? with the same address. Do not create a second account.
5. An ebook or file bought without an account is in My library (sidebar → Account) after you first log in with the purchase address.
6. Wait a minute and refresh the page. Confirming the payment and granting access are two steps. They usually take a few seconds.

Card declined

• The bank decides whether to decline, not Cohorta and not the academy. We cannot see the reason.
• The most common causes: the bank blocks online or foreign payments, insufficient funds or a daily limit, a typo in the card details, a payment not confirmed in the banking app.
• The simplest workaround: pay with BLIK or Przelewy24 if the academy offers them. These methods are not available for recurring payments.

Double charge, refund, invoice

• Two charges. Check in your bank whether both are booked or one is only a hold. A hold from a failed attempt disappears by itself within a few working days. If both are booked, write to us.
• Refund. The money goes to the academy, so you ask the academy for a refund, under the terms in its own rules. If you cannot reach the academy, write to us.
• Invoice. The academy issues it. If you need a company invoice and did not give your VAT number at checkout, write to the academy with your full details.

Something not working?

• Message "Access to this purchase was revoked because the payment was refunded." → the academy refunded the payment, so access ended. If this is a mistake, contact the academy.
• Message "Your access has expired" or "Your access to this course has expired" → your access was time-limited or your subscription ended. Check Billing and renew the subscription, or contact the academy.
• Message "Sales are temporarily unavailable. The trainer has not finished setting up payments." → the academy has not finished connecting payments. Contact the academy.
• Message "Too many purchase attempts. Please try again in an hour" → wait an hour.
• Message "Could not start the payment. Please try again in a moment." → try again in a few minutes. If it keeps happening, write to us.
• Message "Checkout without an account works only for one-time payments for now. Create an account for a subscription." → create an account or log in and buy again.
• Message "Log in to buy this product." → this product needs an account. Log in or create one.

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12.4. Learner: I cannot see a course, lesson or certificate

What it is for: you solve problems with learning, the community and invitations.

Who can see it: learners (the Member role).

Where to find it: Learning, Community, the invitation email.

I cannot see a course

1. Go through the steps in section 12.1: the right account, the right academy.
2. In Learning, check the sections with your courses and the catalogue. For a free course you first need to open it and enrol.
3. If the trainer gave you access and you cannot see the course, ask the trainer whether they granted it to your address.

Lesson, quiz or assignment

• A lesson is locked. The academy can unlock modules one by one or after a set number of days. Check the note next to the lesson.
• The progress bar is not moving. A text lesson has to be marked with the Mark as completed button. A lesson with an assignment only counts once the trainer approves your work. A quiz has to be passed above the threshold.
• I cannot see my assignment result. Most often the trainer has not checked it yet.

The certificate was not issued

1. Check that every lesson has a completion mark.
2. Check that the trainer has graded all assignments.
3. Refresh the page.
4. Ask the trainer whether the academy has certificates turned on for this course. This step solves most cases.
5. If you have 100 percent, the trainer confirms certificates are on and there is still no certificate, write to us.

I cannot post in the community

• You see "You can't post here" with a reason: the space is read-only, for example for announcements.
• You see a banner "Your account is suspended…": a moderator has banned you. Contact the academy about this, not Cohorta.
• A post does not send: check your internet connection and refresh the page.

Something not working?

• Message "Access denied. Enroll first or contact the trainer" → you do not have access to this course. Enrol or buy it.
• Message "That lesson is not published" → the trainer has not published the lesson yet. Come back later.
• Message "This quiz can only be taken once." → you have used your only attempt. Ask the trainer about another one.
• Message "This submission has already been graded. Contact the trainer to change it" → only the trainer can ask for a revision.
• Message "Comments on this post are closed" → a moderator has locked comments on the post.
• Message "That invitation has expired" → ask the academy for a new invitation.
• Message "This invitation was sent to a different email address" → log in with the address the invitation was sent to.
• Message "That invitation has already been accepted" → you are already in the academy. Log in and pick it from the list.
• Message "This academy has reached its learner limit. Contact the trainer." → the academy has used up its plan limit. Contact the academy.

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12.5. Staff: I cannot see a module or a button

What it is for: you find out whether a missing button is down to your role, a module that is turned off, or the plan.

Who can see it: moderators, trainers, managers, admins.

Where to find it: the sidebar, the Dashboard.

How to find the cause

1. Role. Check the table in section 10.1. Moderators do not edit courses, trainers do not manage payments or members, and only admins and the owner see the Administration section.
2. Module turned off. Community, certificates, mentoring, gamification and automations can be turned off in Admin settings → Features. A module that is off disappears from the menu, and its screen shows the title "… is turned off".
3. Plan. Some features depend on the Cohorta plan (section 12.6).
4. If all three check out and the button is still missing, refresh the page and write to the academy admin.

Something not working?

• Message "You do not have permission to do this" → the task needs a higher role. Ask the admin.
• When I open a screen I end up back on the Dashboard → the screen is for a higher role. Nothing is broken.
• A screen with the text "This module is not turned on in this academy." → only the admin can turn the module on. Admins see a Turn it on in feature settings button here.
• Message "You are not a member of this academy" → you were removed from the academy, or you are logged in to a different account. Check your account (section 12.1) and write to the admin.
• Message "The person who sent this invitation can no longer grant this role. Ask an academy admin for a new invitation." → the inviter's role has changed. Ask for a new invitation.

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12.6. Admin: plan limit

What it is for: you understand plan limit messages and know what to do about them.

Who can see it: the owner and admins. Trainers can also see limit messages when adding a product.

Where to find it: Admin settings → Payments and invoices → Cohorta subscription plan. A bar with the learner count is also shown above the list in Administration → Members.

What limits the plans have

Also: the membership product type needs Growth or higher, and Fakturownia and AI generation are available from Starter. The plans are described in full in sections 8.5 and 8.6.

What to do when you hit a limit

1. Open Cohorta subscription plan and choose a higher plan (section 8.5).
2. If you do not want to change plans: for the learner limit, remove inactive people or withdraw unaccepted invitations (invitations count towards the limit too); for the product limit, archive or delete a product you do not use; for the email limit, send the campaign to a smaller group or next month.
3. People who buy a product always get access, even above the learner limit. The limit only blocks new invitations and additions.

Something not working?

• Message "You have reached the learner limit. To add more people, upgrade to a higher plan." (the bar above the member list) → see the steps above. The Increase limit button leads to changing the plan.
• Message "Limit kursantów planu … (…) został osiągnięty. Przejdź na wyższy plan, aby dodać więcej osób." (The plan's learner limit has been reached. Upgrade to add more people.) → as above. This message is shown in Polish only.
• Message "Limit produktów planu … (…) został osiągnięty. Przejdź na wyższy plan, aby dodać kolejny produkt." (The plan's product limit has been reached. Upgrade to add another product.) → change the plan or free up a slot. This message is shown in Polish only.
• Message "Limit maili planu … zostałby przekroczony…" (The plan's email limit would be exceeded) → the campaign would go over the monthly limit. The message says how many emails were sent this month and how many recipients the campaign has. It is shown in Polish only.
• Message "Memberships (paid newsletters and recurring access) require the Growth plan or higher. Pick another product type or upgrade." → choose another product type or change the plan.
• Message "Fakturownia is available from the Starter plan. Change your plan to issue invoices automatically." → change the plan to issue invoices automatically.
• Message "AI generation is available from the Starter plan. Upgrade your plan to use it." → as above.
• Message "The monthly AI generation limit (…) has been reached. It resets on the first day of next month." → wait until the start of the month.

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12.7. Admin: Stripe and payments

What it is for: you check why a paid product cannot be published or a payment cannot be taken.

Who can see it: the owner and admins.

Where to find it: sidebar → Administration → Admin settings → Payments and invoices → Stripe Connect.

How to check the Stripe status

1. Open Admin settings.
2. In the Payments and invoices group, look at the status next to Stripe Connect. Needs setup means payments are not working.
3. Click Stripe Connect. The Payments (Stripe Connect) screen opens.
4. Check which state you see:
• Stripe account not connected yet: connect an account (section 3.2),
• Onboarding incomplete: finish the form in Stripe, it takes about 5 minutes,
• Account active, you can sell: everything works.
5. With an active account, check that Charges enabled and Payouts enabled show "✓ yes". "· none" means Stripe is still waiting for details.

Something not working?

• Message "Aby opublikować płatny produkt, najpierw skonfiguruj wypłaty Stripe Connect…" (To publish a paid product, first set up Stripe Connect payouts) → the rest of the message says what to do. It is shown in Polish only:
• "Nie wpięto jeszcze konta Stripe Connect…" (No Stripe Connect account connected yet): connect an account,
• "Twoje konto Stripe Connect jest w trakcie weryfikacji…" (Your Stripe Connect account is being verified): wait for the email from Stripe and try again,
• "Twoje konto Stripe Connect ma ograniczenia…" (Your Stripe Connect account has restrictions): open the Stripe dashboard and complete your details.

Free products publish without Stripe.

• Message "Niektóre ceny nie pokryją stałej opłaty Stripe…" (Some prices will not cover Stripe's fixed fee) → the pricing option price is too low. Raise it in the Pricing options tab. This message is shown in Polish only.
• Message "No Stripe account connected. Finish the Stripe account setup first" → finish connecting Stripe.
• Message "Could not connect to Stripe payments. Please try again" → try again in a few minutes. If it keeps happening, write to us.
• A buyer says they see "Sales are temporarily unavailable. The trainer has not finished setting up payments." → the Stripe account is not active. Check the steps above.

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12.8. How to report a problem

What it is for: you know where to write and what to include so the problem can be solved first time.

Who can see it: everyone.

Where to find it: sidebar → Account → Help (the cohorta.co/help page), the footer of every page → Help, the cohorta.co/contact page.

Where to write

The Help page has an article search and a Something is not working section. If you do not find an answer, the page gives the support@cohorta.pl address. We reply on business days.

The form on the contact page does not send the message itself: when you click Send message, it opens your email app with the message ready. Send it from there.

What to include in your report

1. The account email address the issue is about. Write from that address if you can.
2. The academy name (shown at the top of the sidebar) or its address.
3. What you were trying to do, step by step, and on which screen.
4. The exact message, ideally copied or in a screenshot.
5. The date and approximate time it happened.
6. For payments: the email address used for the purchase, the date and time of the payment, the amount and the course name.
7. For emails: the type of message you are waiting for (for example password reset, invitation).
8. Whether the problem happens on a computer, a phone or both, and in which browser.

What not to send

• Your full card number, CVC code or passwords. We never need them.
• Photos of identity documents.
• Login links or password reset links from emails.