Troubleshooting Learn.GT
A course or lesson is locked
Section titled “A course or lesson is locked”Paid courses need a plan that covers them. On a Free plan you can read the first lesson of any Pro course as a preview. Check Billing for your current plan. If an organization seat gave you access and it stopped working, ask the organization whether its licence has expired. See Plans and billing.
I paid but my plan did not change
Section titled “I paid but my plan did not change”Plans change only after the payment provider confirms the payment. Wait a minute and refresh. If it has not changed, open a support ticket with the payment reference from your receipt email.
I cannot take the exam
Section titled “I cannot take the exam”- “Exams and certificates are available on paid plans”: you are on Free. Upgrade to Pro.
- “This course needs the Pro plan” or Pro + Mentorship: your plan does not cover that course’s level.
- “You can retake this exam in N days”: you failed recently. The message gives the date. Revisit the lessons and labs while you wait.
- “Time ran out before this exam was submitted”: no attempt was counted. Start again.
I passed but there is no certificate
Section titled “I passed but there is no certificate”A course certificate also needs every other requirement: a passed exam (or every lesson, if the course has no exam) and a passed capstone if the course has one. The page tells you what is missing. See Exams and certificates.
My capstone was returned
Section titled “My capstone was returned”Read the feedback and the rubric level you got on each criterion, fix those parts, and resubmit. You have up to 3 attempts. If you have used them all, contact support.
My lesson did not give me XP
Section titled “My lesson did not give me XP”XP is awarded once per lesson, after the lesson is marked complete, and only for lessons your plan covers. If you completed it before, you will not get it again.
I reached the Ask GT limit
Section titled “I reached the Ask GT limit”The limit is 30 questions a day on Free and 200 on paid plans, and resets the next day. See Ask GT.
The join code does not work
Section titled “The join code does not work”Check it with your lecturer; codes are 8 letters and numbers and must be exact. After many wrong tries you are asked to wait about ten minutes. If you were invited by email, open the invitation link while signed in with the invited address.
I am an instructor and cannot create another class
Section titled “I am an instructor and cannot create another class”Independent instructors (personal email) can run up to 2 classes. Verify your institution from the Academic Partner dashboard to lift the limit. See Academic partners. A suspended partner account also cannot create classes; contact Learn.GT.
“Temporary email addresses cannot be used for lecturer accounts”
Section titled ““Temporary email addresses cannot be used for lecturer accounts””Sign in with a real address, preferably from your school, university or employer.
An invitation says it is expired or the organization is paused
Section titled “An invitation says it is expired or the organization is paused”Ask the organization to send a new invitation, or to check that its licence is active.
Something else
Section titled “Something else”Open a support ticket. Say what you were doing, what you expected and what happened.