Troubleshooting — Common Issues & Quick Fixes

Quick Solutions to Common Problems

Running into an issue on SVFF? Most problems have a simple fix. Check the solutions below before contacting support.

I Can't Log In

• Forgot your password? — Click "Forgot password?" on the login page, or go to svff.online/reset-password. Enter your email and check your inbox for a reset link.
• Using Google login? — Make sure you click "Sign in with Google" (not the email/password form) if you originally registered with Google.
• Reset link not arriving? — Check your spam/junk folder. If it's not there, wait a few minutes and try again. Make sure you're using the same email you registered with.

Audio / Voice Listen Not Playing

• Check your volume — make sure your device isn't muted and the browser tab has audio enabled
• Try a different browser — Chrome or Firefox usually work best for audio playback
• Clear browser cache — sometimes cached data can cause audio issues (see "How to Clear Cache" below)
• Check your credits — Voice Listen uses 1.5 AI credits per listen. If your balance is zero, you'll need to buy more credits

Lesson Times Look Wrong

• Check your timezone setting — go to Settings → Language & Timezone and make sure your timezone is correct
• All lesson times are automatically converted to your timezone — if it's wrong, the times will be off
• After changing your timezone, refresh the page to see updated times

Credits Not Showing After Purchase

• Refresh the page — your credit balance updates in real-time, but sometimes needs a page refresh
• Check payment status — go to Payment History to see if the payment was processed
• Bank transfer payments — these can take 1–2 business days to verify. You'll receive an email once credits are added.
• Still missing? — Contact us at svffvn@gmail.com with your payment receipt

Page Not Loading or Looks Broken

• Hard refresh — press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to reload without cache
• Clear browser cache — see instructions below
• Try incognito/private mode — if the page works in incognito, the issue is likely cached data or a browser extension
• Disable browser extensions — ad blockers can sometimes interfere with the platform

Flashcards Not Showing / Deck Is Empty

• No decks? — Flashcard decks are created by your teacher or generated from SVFF Plus lessons. Ask your teacher to assign a deck.
• "All caught up"? — This means you've reviewed all due cards. Come back later — the spaced repetition system will schedule cards for future review.

Quiz Won't Submit

• Answer all questions — make sure you've selected an answer for every question
• Check your internet connection — quiz submission requires a stable connection
• Try refreshing — if the submit button isn't responding, refresh and retake the quiz

How to Clear Your Browser Cache

Still Need Help?

If none of the above fixes your issue:

• Email us: svffvn@gmail.com
• Submit a support ticket: Create Support Ticket (requires login)
• Facebook: facebook.com/svffvn

When contacting support, please include: what you were trying to do, what happened, and screenshots if possible. This helps us solve your issue faster.