Help with your account
The five things that actually go wrong, and what to do about each. Most of them you can fix faster than we can.
The sign-in code has not arrived
Codes are emailed and can take a minute. Check the spam folder first — a one-time code from a domain you have not mailed before is the classic false positive. If you request several in quick succession, only the newest one works, so use the most recent email rather than the first. Still nothing after a few minutes: write to us from the address you are trying to sign in with, and say which address it is.
You paid and the account still says free
A card payment confirms in seconds, but some methods settle asynchronously and can take longer, so the pass appears once the payment actually clears rather than when the checkout page closes. If it has been more than a few minutes, sign out and back in first — access is read when your session loads. If it is still not there, email us with the address you paid with and we will find the payment and fix the account.
You want a refund
Within seven days of buying, no questions asked. Email us from the address on your account and ask. We do not ask why and we do not ask you to prove you studied. Seven days runs from when the payment went through, not from when you first used it. The full refund policy
Your pass has ended, or is about to
A pass is a fixed six-month term for $29 — nothing renews, so nothing gets charged again and there is no subscription to cancel. When the six months are up, the paid features switch off: practice, drills, the timed simulator and your readiness score. Your account stays, and so does every question you answered. Buy again later and it is all still there. What a pass includes
You think an answer is wrong
Tell us — this is the most useful email we get. Every explanation carries the primary source it was written from, so send us the question and which part of the source you checked. A question that turns out to be wrong is corrected and demoted out of the bank automatically the moment its text changes, so it stops being served while it is being fixed.
None of these? Write to us
Questions about the product rather than your account are on the FAQ, and contact covers what we can and cannot help with.