Troubleshooting Guide: Fix Common Issues While Accessing Your Course

Introduction

We want your learning journey to be smooth and hassle-free. However, sometimes you may face small technical issues while accessing the course platform. Don’t worry, most of these can be solved quickly. This guide walks you through common problems and their solutions, with step-by-step instructions and screenshots for clarity.

1. Login Issues

Problem: Unable to log in or seeing “Invalid Credentials.”

Solution:

1. Double-check that you’re using the same email ID you registered with.

2. Ensure your password is entered correctly (check if CAPS LOCK is on).

3. If you’ve forgotten your password, click on the Forgot Password option to reset it.

2. Course Page Not Loading

Problem: The course doesn’t open or is stuck on the loading screen.

Solution:

1. Clear your browser’s cache and cookies.

2. Make sure you’re using the latest version of Google Chrome or Microsoft Edge.

3. Check your internet connection and refresh the page.

3. Quiz or Assessment Not Submitting

Problem: Quiz won’t submit or shows an error message.

Solution:

1. Make sure all questions are answered before clicking submit.

2. Avoid opening the quiz in multiple tabs at once.

3. If the issue continues, log out and log back in before trying again.

4. Certificate Not Downloading

Problem: You’ve completed the course but can’t access your certificate.

Solution:

1. Double-check that all modules are marked as completed.

2. Go to the My Certificates section in your dashboard.

3. If it’s still missing, contact our support team with your course details.

Still Facing Issues?

If none of the above steps worked, our support team is here to help. Please write to us at info@storytellercharles.com with the following details:

• Your registered email ID

• The course name

• A screenshot of the error or a video recording you’re facing

We’ll get back to you within 24 hours.

Other Possible Issues

1. “View Steps” button not clickable

   • Cause: Email not loading properly or opened in a restricted email client.

   • Solution: Open the invite email in a browser (like Chrome or Safari) and try again.

   
   

2. Redirect not happening from email to app

   • Cause: Link handling disabled on phone / app not set to open links.

   • Solution: Copy the invite link, paste it in the browser, and it should redirect to the Spaces app.

     
     

3. Course not visible after logging in

   • Cause: Logged in with the wrong email ID or invitation not linked to account.

   • Solution: Log out and log in with the registered email. If still missing, contact support.

     
     

4. App crashing or freezing

   • Cause: Outdated app version, low phone memory.

   • Solution: Update the Wix Spaces app, restart device, or reinstall the app.

     
     

5. Content not loading inside the course

   • Cause: Weak internet or cache issue.

   • Solution: Switch to Wi-Fi or better data, clear app cache, and reload the course.

     
     

6. Push notifications not received (e.g., updates/announcements)

   • Cause: Notifications disabled in phone settings.

   • Solution: Enable notifications for Wix Spaces in your device settings.

     
     

7. Certificate/Progress not updating

   • Cause: Course modules not marked as complete, or sync delay.

   • Solution: Refresh the app, ensure all steps are marked complete, and check again after some time.

     
     

8. Invite link expired

   • Cause: Invitation email was sent long ago and the link timed out.

   • Solution: Request a fresh invite from support.

     
     

9. Multiple device login conflicts

   • Cause: Trying to log in from different phones simultaneously.

   • Solution: Stick to one device for stable access, or log out from other devices.

     
     

10. Browser access issues (if trying without the app)

    • Cause: Wix Spaces works best inside the mobile app.

    • Solution: Install the app instead of trying via browser for full functionality.

    
    

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