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Australian Years 7–12 Online Practice | Year 12 Exam Packs
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Troubleshooting

Troubleshooting

Use these checks first for Online Practice payment, parent-account linking, student password setup, Exam Pack delivery, billing, or missing practice access.

Online Practice payment and parent-account linking
  • Not being asked to sign in before a new subscription payment is expected. Payment can complete first.
  • If Stripe confirms payment, keep the success page open and check the billing email for the confirmation and secure setup links.
  • The billing email does not automatically create or select a parent account. Use the success-page or email action to add the subscription to the intended account.
  • If the dashboard shows no subscription after ordinary sign-in, return to the secure account-setup action. Signing in by itself cannot add a guest purchase.
  • If the wrong parent is currently signed in before the link is completed, choose Use a different account on the account-setup page.
  • If a subscription has already been added to another account, or the selected account already manages a different current subscription, automatic linking stops to protect both accounts. Contact Support.
  • If the success-page setup action is no longer available, use the separate secure link in the confirmation email. If that link is also invalid, expired, or already used unexpectedly, contact Support.
Student first-password setup and sign-in
  • The confirmation email provides a student login ID and, when needed, a single-use Set password and start learning link. It does not contain a reusable password.
  • If the setup link has already been used, try Student Login with the password chosen during setup.
  • If the first-password link has expired and the subscription is linked to a parent account, select the student on the dashboard and use Reset password. This creates a new temporary password.
  • If the subscription is not yet linked or the student login is not visible, complete the secure parent-account link first or contact Support for a new setup link.
  • Enter the login ID exactly as shown. Student sign-in is separate from the parent's email and password.
Exam Pack purchase and delivery
  • If a Pack 0 has no download button, that is expected: Pack 0 is a free online showcase, not a purchased PDF.
  • If a paid pack cannot be added, confirm that the product page shows a released PDF rather than a planned or pending pack.
  • After confirmed payment, allow a few minutes for the fulfilment email, then check junk or spam for the billing email used at checkout.
  • Exam Pack purchases do not appear as student-login subjects or Online Practice subscription items.
  • If paid files still have not arrived, use the Exam Pack help steps and send Support the order number and checkout email.
Common checks
  • If a year level or subject is missing, check the student login's Access type on the parent dashboard.
  • Subscription access follows active paid subscription items. Teacher access follows the approved grant.
  • If a senior Mathematics pathway or English course is missing, open Practice Plans and confirm that exact item is part of the current subscription.
  • If a child is not visible, confirm the student login is active under the signed-in parent profile.
  • If a student needs the sign-in page, use the open or copy student-login link on the parent dashboard.
  • If no practice sessions are shown, there may simply be no sessions yet for the selected filter combination.
  • If a page looks incomplete during load, refresh once and allow the page to finish loading its current access data.
Billing and access problems
  • The public support page does not require an account or purchase. Billing and subscription-management pages require the parent account that was securely linked to the paid subscription.
  • If payment details need to change, use the billing area once signed in as a parent.
  • If a subscription student login stops working after cancellation or expiry, review current Practice Plans and select the monthly access the student needs.
  • If a teacher-access student login stops working, confirm the teacher-review grant is still active.
  • If a deleted student login is missing, create a new login for the year or access source you want to use next.