Troubleshooting & FAQ

This guide addresses common questions and issues you might encounter while using the RoxWhy Portal. If you can't find a solution to your problem here, please contact our support team for assistance.

Account Access Issues

I forgot my password. How do I reset it?

For Parents and Solo Users: 1. Go to the RoxWhy login page 2. Click the "Forgot Password" link 3. Enter your email address 4. Check your inbox for a password reset link 5. Follow the link to create a new password For Students:

1. Follow the same process as above using your student email 2. If you don't receive the reset email, check with your parent to ensure your email address is correct in their Parent Portal

My account is locked. What should I do?

Accounts may become locked after multiple failed login attempts. To unlock your account:

1. Use the "Forgot Password" link to reset your password 2. Once you set a new password, your account will be automatically unlocked 3. If you continue to experience issues, contact support

Can I change my email address?

For Parents and Solo Users:

Currently, email addresses cannot be changed directly through the user interface. Please contact support for assistance with changing your primary email address.

For Students:

Your email address is managed by your parent. Ask them to update it through their Parent Portal.

Subscription and Billing

What's the difference between Standard and Plus plans?

• Standard Plan provides access to the AI Chatbot only
• Plus Plan provides access to all features: AI Chatbot, AI Notebook, and Academic Tracker

The Plus plan offers a more comprehensive learning experience with tools for creating study materials and tracking academic progress.

How do I upgrade from Standard to Plus?

For Parents: 1. Log in to your Parent Portal 2. Navigate to the Billing section 3. Click "Change Plan" or adjust your seat allocations 4. Follow the prompts to upgrade some or all of your seats to Plus For Solo Users: 1. Log in to your Solo User Portal 2. Navigate to the Billing section 3. Click "Upgrade to Plus" 4. Complete the payment process

How do I cancel my subscription?

For Parents: 1. Log in to your Parent Portal 2. Navigate to the Billing section 3. Click "Cancel Subscription" 4. Confirm by typing "CANCEL" when prompted For Solo Users: 1. Log in to your Solo User Portal 2. Navigate to the Billing section 3. Click "Cancel Subscription" 4. Confirm the cancellation

Your subscription will remain active until the end of your current billing cycle.

Will I lose my data if I cancel?

When you cancel your subscription:

1. Your account remains intact, but access to premium features ends when your paid period expires 2. Your data (student profiles, Academic Tracker data, AI Notebook content) is retained for a period of time 3. If you resubscribe later, you'll regain access to your saved data

Student Management

How do I add a student to my account?

1. Log in to your Parent Portal 2. Navigate to the Students section 3. Click "Add Student" 4. Enter the student's details (name, email) 5. Select a license type (Standard or Plus) 6. Click "Add Student"

How do I remove a student from my account?

1. Log in to your Parent Portal 2. Navigate to the Students section 3. Find the student you want to remove and click "View Detail" 4. Click the "Remove" or trash icon 5. Confirm the removal

Removing a student frees up their seat license, which you can then reassign to another student.

AI Notebook

Why can't I access the AI Notebook?

The AI Notebook is only available with a Plus license. If you can't access it:

1. Check your current license type in your account settings 2. If you have a Standard license, you'll need to upgrade to Plus 3. If you have a Plus license but still can't access it, try logging out and back in 4. If the issue persists, contact support

How do I share my AI Notebook content?

Currently, direct sharing of notebook content between users isn't supported. However, you can:

1. Export content as PDF or other supported formats 2. Share these exported files via email or other methods 3. Print physical copies of your study materials

Technical Issues

The site is loading slowly or not at all. What should I do?

Try these troubleshooting steps:

1. Refresh the page 2. Clear your browser cache and cookies 3. Try a different browser 4. Check your internet connection 5. If using a school or work network, check if there are any restrictions 6. If the issue persists, contact support

Can I use RoxWhy on my mobile device?

Yes, RoxWhy is designed to work on multiple devices:

1. You can access RoxWhy through a web browser on smartphones and tablets 2. The interface will adapt to your screen size 3. All core features are available, though some complex features may be easier to use on larger screens 4. For the best experience on mobile, use the latest version of Chrome, Safari, or Firefox

I'm experiencing errors or unexpected behavior. What should I do?

1. Take note of what you were doing when the error occurred 2. Try refreshing the page 3. Log out and log back in 4. Clear your browser cache and cookies 5. If possible, take a screenshot of any error messages 6. Contact support with these details

Getting Help

How do I contact support?

If you need additional help:

1. Email: support@roxwhy.com 2. In-app: Look for the "Help" or "Support" option in the menu 3. Website: Visit our support portal at https://support.roxwhy.com

Please include your account email, a detailed description of your issue, and any relevant screenshots when contacting support.

What information should I provide when reporting an issue?

To help us resolve your issue quickly, please provide:

1. Your account email address 2. The type of device and browser you're using 3. A clear description of the problem 4. Steps to reproduce the issue 5. Screenshots of any error messages 6. When the issue started occurring 7. Any troubleshooting steps you've already tried