LEAP Campus Support Article
- afshanrahuman
- Jun 19
- 4 min read
Common Login, Access & Technical Issues — and How to Resolve Them
Your troubleshooting companion for a smooth learning experience
LEAP Campus by StorytellerCharles is built to provide a seamless and accessible learning journey—but like any digital platform, occasional hiccups can occur. This article outlines the most common technical, login, and course-access issues that learners may face—along with clear, step-by-step resolutions.
Whether you're accessing LEAP through the website or the Wix Spaces app, this guide will help you quickly resolve most challenges on your own.
1. Login & Access Issues
Invalid Invite Code or Expired Link
Problem: Learner enters an outdated or incorrect invite code or tries to use an expired email link.
Causes:
Typing errors in invite code
Invite link clicked after expiration window
Link re-used after logging out or device change
Resolution:
Always copy-paste the invite code exactly as received (avoid manual typing).
If the link is expired, request a fresh invite from the admin or support team.
Do not share or forward the link—it is tied to your email.
Tip: Bookmark the login page or pin the app once you're in.
Account Not Signed In
Problem: You open the app or website but are unable to view the course because you're not signed in.
Causes:
Bypassing the sign-in process
Attempting to access content as a guest
Resolution:
Ensure you're signed into your Wix account using your email ID
If prompted, log in with Google or Email—not through a social media browser
Using a Different Email ID
Problem: You signed in with a different email than the one registered or invited.
Causes:
Mistaken login via personal instead of institutional email
Typo in email during login
Resolution:
Always sign in using the exact email ID used during registration.
If you suspect an email mismatch, contact support to update your access.
Access Denied / Not Added to Course
Problem: You can log into the platform but cannot see or access any LEAP modules.
Causes:
Admin hasn't manually added you to the course
Invite accepted but course assignment pending
Resolution:
Contact your program coordinator or support team to confirm your enrollment.
Wait up to 24 hours after registration for backend sync, then refresh.
2. Navigation & Dashboard Errors
Unable to Locate Course After Login
Problem: You are logged in but the course tile is not visible in your dashboard.
Possible Causes:
Logged into the wrong Wix site or workspace
App hasn’t refreshed due to sync delay
Course enrollment was not processed correctly
Resolution:
Make sure you are accessing the correct LEAP site.
Refresh the page/app after a few minutes.
Log out and log back in using the registered email.
"View Steps" Not Opening
Problem: Clicking the “View Steps” link in your onboarding email does nothing or opens a blank screen.
Causes:
Trying to open link inside an unsupported app (e.g., Instagram browser)
Broken or expired link
Browser blocking functionality
Resolution:
Always open such links in Google Chrome, Firefox, or Safari
Avoid using in-app browsers—open links in your phone’s or PC’s main browser
If the link fails, request a new one from the support team
3. App-Specific Errors (Wix Spaces)
App Not Updated
Problem: Some course tiles or features are missing or misaligned.
Cause: Using an older version of Wix Spaces that doesn’t support updated UI.
Resolution:
Visit the Play Store or App Store and update the Wix Spaces app to the latest version.
After updating, log out and back in to refresh access.
App Crashing or Freezing
Problem: The app crashes on opening or freezes mid-session.
Causes:
Incompatible device OS
Low RAM or storage
App not updated
Resolution:
Restart your phone and try again
Clear the Wix Spaces app cache from device settings
If the problem persists, reinstall the app
Notification Delays
Problem: You miss class updates, assignment deadlines, or system alerts.
Causes:
Notifications are blocked on your phone
Do Not Disturb mode enabled
Resolution:
Go to your device settings → Apps → Wix Spaces → Enable Notifications
Allow background refresh for Wix app
4. Assessment & Progress Errors
Progress Not Saved
Problem: Completed assessments don’t reflect in your dashboard.
Causes:
Exiting the quiz without submission
Internet disconnection mid-session
Resolution:
Always submit the quiz before exiting
Ensure stable internet while attempting modules
If lost, redo the assessment—system will reset it automatically
Quiz Not Submitting
Problem: Clicking “Submit” does nothing or gives an error.
Causes:
Large file attachments
Server timeout or browser lag
Resolution:
Avoid uploading large PDFs or videos unless requested
Use Chrome or Firefox for better compatibility
Retry after clearing your browser cache
Certificate Not Generated
Problem: You completed the course but didn’t receive a certificate.
Causes:
One or more modules or steps are marked incomplete
Resolution:
Revisit your course dashboard to check for uncompleted sections
Ensure step is submitted and evaluated
Contact support if the issue remains after 24 hours
5. Browser, Permissions & Media Errors
Blocked Pop-Ups
Problem: Essential course windows, like video or presentations, don’t appear.
Causes:
Pop-ups disabled in browser settings
Ad-blocker or extension interfering
Resolution:
Enable pop-ups for storytellercharles.com
Disable ad-blocker temporarily when using the site
Media Not Loading (Audio, PPTs, etc.)
Problem: Learning material doesn't play or download.
Causes:
Unsupported file format
Slow internet or firewall restrictions
Resolution:
Use a different device or desktop for playback
Ensure your network allows media streaming
Contact your system admin if on institutional Wi-Fi
6. Payment & Access Plan Errors
"Upgrade Required" Prompt
Problem: You’re redirected to a Wix payment page unexpectedly.
Causes:
Clicked on a Wix-native premium feature unrelated to LEAP
Resolution:
Navigate only through links provided in the course dashboard or email
Do not click on Wix banner ads or “Upgrade to Premium” prompts
Need Help?
If any of the above solutions do not resolve your issue, reach out to:
info@storytellercharles.comLive chat via www.storytellercharles.com/contact
Support Response Time: Within 24–48 business hours
Final Tips for Error-Free Learning
Log in using the correct email
Keep your app and browser updated
Complete each module in one sitting when possible
Use recommended browsers: Chrome, Safari, Firefox
Enable pop-ups and notifications
A smooth journey begins with informed steps. Use this guide to empower your LEAP experience—tech hiccups should never slow your growth.
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