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 problemsCopy Anchor Link

Try these first:

• Confirm you are using the same email address used to create the account.
• Check spam, promotions, and junk folders for the sign-in link.
• Links work once and expire after 15 minutes. Use the newest one.
• 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 pays for you, sign in with your own email, not theirs.

Contact support with the account email and what happened when you used the sign-in link.

Missing workspace accessCopy Anchor Link

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

• Sign out and sign back in, then click Open RoxWhy.
• Make sure your browser allows cookies for roxwhy.com.au. RoxWhy only uses essential cookies, but it can't keep you signed in without them.
• If you see "out of credits", top up or wait for your plan credits to renew.
• Try refreshing the page once.
• Contact support if the workspace still does not open.

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

Billing or checkout problemsCopy Anchor Link

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, approximate time, and last four digits of the payment method if relevant. Do not include full card numbers.

Upload problemsCopy Anchor Link

Try these first:

• Upload a smaller file, within the size limits.
• 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.

Answers ignore my notesCopy Anchor Link

Try these first:

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

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

Wrong or weak tutoring responseCopy Anchor Link

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 Solve for harder multi-step questions, or try a larger model.
• 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 or source.

Unexpected credit usageCopy Anchor Link

Long conversations, large uploaded context, larger models, advanced reasoning, research, visualisation, and writing workflows can use more credits. Check Credit history on your account page to see each charge.

If usage still looks wrong, contact support with:

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

A parent invite isn't workingCopy Anchor Link

• Invites last 7 days. Ask your parent to send a new one if it has expired.
• Sign in with the exact email address the invite was sent to.
• If someone else already pays for you, unlink from them first on the Students page.

Contact form problemsCopy Anchor Link

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.au if the form still fails.

Still stuckCopy Anchor Link

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

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