Troubleshooting

Use these checks before opening a support request. If the issue continues, contact support with the details listed at the end of the relevant section.

Sign-in problems

Try these first:

• Confirm you are using the same email address used to create the account.
• Check spam, promotions, and junk folders for email sign-in links if email auth is enabled.
• Open the sign-in link in the same browser where you requested it.
• Try a private browser window if the browser has stale session cookies.
• If a parent and student share setup responsibility, confirm which email owns the RoxWhy account.

Contact support with the account email and what sign-in method you tried.

Missing workspace access

If the public site loads but the learning workspace does not:

• Sign out and sign back in.
• Confirm onboarding has been completed.
• Check whether the account has an active plan or starter access.
• Try refreshing the page once.
• Contact support if the workspace still does not open.

Include the account email, route you were trying to open, and any error text.

Billing or checkout problems

Try these first:

• Confirm the correct account is signed in.
• Check whether the selected plan or top-up has active checkout.
• Confirm the payment method can complete online subscription or one-time payments.
• Do not retry repeatedly if checkout fails.
• Check the Refund Policy before requesting a refund.

Contact support with the account email, plan or top-up amount, payment provider, approximate time, and last four digits of the payment method if relevant. Do not include full card numbers.

Upload problems

Try these first:

• Upload a smaller file.
• Use a simple file name.
• Avoid password-protected or corrupted files.
• Upload fewer files at once.
• Keep the knowledge base focused on one subject or project.
• Remove unnecessary personal information before uploading sensitive material.

Contact support with the account email, file type, file size if known, knowledge base name, and error text.

RoxBot gives generic answers

Try these first:

• Ask the RoxBot to use a named knowledge base or document.
• Make the RoxBot instructions more specific.
• Start a narrower question.
• Remove unrelated files from the knowledge base.
• Ask the RoxBot to explain what source it used.

Contact support with the RoxBot name, subject, knowledge base, prompt, and response that looked wrong.

Wrong or weak tutoring response

AI responses can be incomplete or wrong. For learning quality issues:

• Ask RoxWhy to show the steps or reasoning.
• Ask for a simpler example.
• Ask for a quiz to check understanding.
• Compare the answer with class notes or teacher instructions.
• Use Deep Solve for harder multi-step questions.
• Ask a teacher or tutor when the work affects formal assessment.

Contact support only if the issue looks technical, repeated, or tied to a specific mode, source, or RoxBot.

Unexpected AI-token usage

Long conversations, large uploaded context, advanced reasoning, research, visualisation, writing, and RoxBot workflows can use more tokens.

If usage still looks wrong, contact support with:

• Account email.
• Approximate date and time.
• Workflow used.
• Knowledge base or RoxBot involved.
• What the student asked RoxWhy to do.
• Token purchase or plan involved, if relevant.

Contact form problems

If the contact form does not submit:

• Check required fields.
• Try a shorter message.
• Confirm the email address is valid.
• Wait before retrying if you recently submitted multiple requests.
• Email support@roxwhy.com if the form still fails.

Still stuck

Open Support, use Contact, or email support@roxwhy.com.

Include what you expected, what happened, the account email, the page or workflow, and any error text.