Technical issues
Having trouble with the platform, labs or certifications? Try these first, then tell us what you found.
Platform status: Online
All systems operational.
I can't sign inWrong password, a missing verification email or a two-factor code that fails.
- Check caps lock and the email address - use the one you signed up with.
- Use Forgot password to set a new one.
- Haven't verified your email yet? Use the resend option on the verification screen.
- Two-factor codes depend on your phone's clock. Turn on automatic date and time, then try the next code. Out of options? Use a recovery code.
Pages won't load or look brokenBlank screens, missing buttons or things stuck loading.
- Reload the page. A hard refresh (Ctrl+Shift+R, or Cmd+Shift+R on Mac) clears a stale copy.
- Check the Site status badge in the header - during maintenance some things pause.
- Turn off extensions that rewrite pages (ad blockers, script blockers) for this site and try again.
- Try a private window, or another current browser.
A lab or terminal won't startStuck on starting, blank terminals and dropped connections.
- Wait a little - a fresh environment can take a moment to boot.
- Reload and start it again.
- VPNs and some school or office networks block the live connection terminals use. Try another network.
- Close any other tab that has a terminal open.
Something went wrong during an examLost connection, a frozen page or a result that looks wrong.
- Stay calm and reload once - your answers are saved as you go.
- Don't start a second attempt in another tab.
- Write down the certification name and the time it happened.
- Send a technical ticket straight away so we can look at the attempt.
A payment or unlock problemCharged but locked, a failed payment or a coupon that won't apply.
- Check Payment history for the payment's status.
- Refresh, or sign out and back in, in case access hasn't caught up.
- Coupons can be limited to certain items or dates - the message shown tells you why one is refused.
- Keep your payment ID handy for a billing ticket.