When something is broken

When a page crashes, the error is reported to us automatically. One that only happens to you may still need you to tell us, with what you saw. There is no status page.

Before you report it

Something went wrong

The page hit an error. Try again loads it again. If it keeps happening, the page offers a link to tell us, with a reference to quote.

This page doesn't exist

The address is wrong, or what was there has gone. The page links to the marketplace, About, the help guide and support.

ACADA is down for maintenance

We have paused the app while we work on it. Nothing is wrong with your account, and no payment is taken until we finish. The help guide, the policies and support stay open. A page left open shows the same screen the next time it asks for something.

A blank page or a spinner that never stops

Usually the connection or a browser extension. Try the steps below.

How to tell where it is

1. 1.

   Reload the page once. Most one-off failures do not come back.

2. 2.

   Open the same page in a private window, which turns off extensions. If it works there, something in your browser is the cause.

3. 3.

   Try another network, such as a phone on mobile data. If it works there, the problem is between your network and us.

4. 4.

   If it fails everywhere, it is ours. Tell us.

How to report it

Use the support form with Report a bug. While the beta runs, the Feedback button at the bottom right of each page does the same, and sends the page and browser with it.

• The address of the page, and what you were doing.
• What you saw instead, word for word, and the reference if the page showed one.
• Your browser and device, and whether a private window does the same.
• Whether it happens every time.

The form takes no attachments. To send a screenshot, reply to the confirmation email with it. The reply reaches the support team as an email, not on the ticket. Keep the ticket number in the subject. Testers can check Known issues first: see Reporting a bug.

If money is involved

If a payment failed, a charge surprised you, or access you paid for stopped, write from the course's Billing & Subscription tab. The course then goes with your message, and your progress is kept while it is sorted out. Failed payments explains a paused course.