Help and FAQ
Answers to most common questions appear below. Where a question is not addressed, the support desk is available to signed-in and signed-out users alike, issues a reference number, and is reviewed by a member of the team.
Account access
I have forgotten my password
Use the "forgotten password" link on the sign-in page. A reset link is sent to the registered email address and remains valid for two hours. The spam folder should be checked, as an initial message from a new platform commonly is filtered there.
The reset email has not been received
Wait five minutes and check the spam folder. Where the email remains absent, contact the support desk from any email address, providing the username or the email address associated with the account. A second account should not be created, as this complicates restoration of access to the original.
I am unable to sign in and no longer have access to the associated email address
A submission should be made providing as much verifiable information as possible: username, approximate registration date, and examples of prior activity. Verification may take additional time, in the interest of ensuring the account is restored to its rightful owner.
Account management
How may a username be changed?
Via account settings. Existing links referencing the prior username continue to function.
How is verification obtained?
Application is made via the verification page. Verification is available to teachers, institutes and individuals whose identity is material to their content, is not a status indicator, and is not available for purchase. Supporting documentation establishing identity is required, together with, for a teacher or institute, evidence of the relevant role. A verification badge is valid for 24 months and is subject to review upon expiry.
How is an account deleted?
Via the option provided at the foot of account settings. This results in permanent deletion of posts, uploads, comments, messages, and any groups or Pages owned by the account. A data export is available on the same page and is recommended prior to deletion.
Content and posting
My post is not appearing
Three explanations are typical: the group requires approval prior to publication; the post has been held for review; or the post is scheduled for future publication. A Page's administrative team may view all scheduled or held content within the Page's own feed, with the relevant status indicated.
May a post be edited or deleted?
Both actions are available via the post's menu. An edited post is marked as such, to ensure that content is not altered without notice to users who have already responded to it.
What is an anonymous question?
A question submitted without attribution to the author. Other users cannot identify the author. Moderators retain this ability, and the Community rules continue to apply in full; anonymity applies to other users, not to the platform.
Pages and groups
What is the distinction between the two?
A group is a shared space in which all members may post. A Page is a channel maintained by a designated team and followed by other users. An academy is generally suited to a Page; a class is generally suited to a group.
How is a Page created?
Via the Pages section, where this feature is enabled. The creating account must have a confirmed email address and must have existed for a minimum period. A new Page is created in draft status, visible only to its creator and team, and becomes publicly visible upon publication.
May a message be sent to a Page?
Yes, where enabled in the Page's settings. Messages are delivered to a shared thread accessible to the entire team rather than to an individual inbox, and remain visible to team members added subsequently.
Creator earnings
On what basis does the earnings programme pay?
Per thousand readers — distinct signed-in users who opened the relevant post, counted once per user per day. This is not calculated per page load: reloading one's own post generates no earnings, and a user's own reading of their own post is excluded entirely.
Why does the reported figure differ from the recorded view count?
The two figures measure distinct quantities by design. A view is recorded for every load; a reader is recorded once per distinct individual. This distinction ensures that repeated reloading does not affect the earnings calculation.
My earnings have ceased
Typically one of two causes applies. Either recent submissions have been matched against material previously published by another user — the specific match is disclosed, and may be appealed — or a moderator has placed a hold, in which case the reason is displayed on the earnings page. Any amount already credited to the balance remains payable.
When is payment made?
Earnings are calculated at the close of each month and credited to the user's balance. A withdrawal is requested by the user once the applicable minimum balance is reached. Each payment is accompanied by a receipt available for printing or onward transmission.
Results and date sheets
The result displayed appears incorrect
This should be reported via the result page. Displayed results are reproduced directly from the relevant board, so a discrepancy commonly reflects a subsequent board update; it may nonetheless originate from the platform, and reporting assists in resolving this. The relevant board remains the authoritative source. No irreversible decision should be made in reliance on a figure shown on this platform without independent verification.
My board is not covered
This should be reported via the support desk. Additional boards are added as reliable sourcing becomes available.
Messaging
What does end-to-end encryption provide?
Messages, photographs, files and voice notes are encrypted on the sender's device and decrypted only on the recipient's. The encryption key derives from a passphrase never transmitted to the platform. No party, including a platform administrator, is able to access the content of such messages.
The encryption passphrase has been forgotten
The associated messages cannot be recovered, by the user or by the platform. This is an inherent characteristic of the feature rather than a limitation subject to remedy. Messages sent following reconfiguration on the user's device will function normally.
Further assistance
Contact the support desk, providing a description of the action taken, the expected outcome, and the actual outcome. This information enables the matter to be resolved in a single response.