When something goes wrong

Usually this means the app was updated while you had it open, and your device is still holding the old copy.

1. If you see a page saying This page did not load properly, tap Load a fresh copy. That fixes it properly, where an ordinary refresh often does not.
2. If you do not see that page, close the tab completely and open the site again.

1. Check the blue bar at the top. If it says Log in rather than your name, you are signed out — that is the whole problem.
2. If your name is showing, tap it and look at the top of the account page. It will say whether your membership is active or your free week has ended.
3. If it says active and a lesson still will not open, tell us and we will sort it out.

1. Check for a typo in the email address. It is the commonest cause by a wide margin.
2. If you originally used Continue with Google, use that again rather than a password. There is no Cogito password on that kind of account.
3. Forgotten your password? Use the reset link on the sign-in screen and check your email.

1. Check you are signed in, on the same account. Progress is tied to the account, not to the device.
2. Check which child is selected at the top of the home page. If the wrong name is chosen, you are looking at another child’s record.

1. Make sure you opened the worksheet page itself, rather than printing the lesson.
2. On a phone, use the browser’s share or menu button and choose Print.
3. If your printer is not listed, that is between your phone and your printer rather than anything to do with Cogito — but you can save it as a PDF and print it from a computer.

A wrong answer marked right, a lesson that makes no sense, a word a child cannot possibly know — please tell us. It is the fastest way these get fixed, and it is not a bother.

1. Tap Contact in the blue bar, or in the footer at the bottom of any page.
2. Say which lesson it was, if you can. “Grade 2 math, chapter 3, the second lesson” is plenty.
3. Send it. A real person reads these.