{"id":885,"date":"2021-03-14T19:54:13","date_gmt":"2021-03-15T02:54:13","guid":{"rendered":"https:\/\/coderpad-staging.io\/?post_type=doc&#038;p=867"},"modified":"2025-01-17T04:22:00","modified_gmt":"2025-01-17T12:22:00","slug":"troubleshoot","status":"publish","type":"doc","link":"https:\/\/coderpad.io\/resources\/docs\/screen\/more-screen-resources\/troubleshoot\/","title":{"rendered":"Troubleshooting Screen"},"content":{"rendered":"\n<div class=\"wp-block-rank-math-toc-block\" id=\"rank-math-toc\"><nav aria-label=\"Table of Contents\"><ul><li class=\"\"><a href=\"#resetting-your-password\">Resetting your password<\/a><\/li><li class=\"\"><a href=\"#your-account-is-locked\ufffc\">Your account is locked<\/a><\/li><li class=\"\"><a href=\"#reactivating-expired-accounts\">Reactivating expired accounts<\/a><ul><li class=\"\"><a href=\"#in-case-of-expired-credit-card\">In case of expired credit card<\/a><\/li><\/ul><\/li><li class=\"\"><a href=\"#browser-issues\">Browser issues<\/a><ul><li class=\"\"><a href=\"#1-clear-cache-and-cookies-from-your-browser\">1. Clear cache and cookies from your browser<\/a><\/li><li class=\"\"><a href=\"#2-disable-browser-extensions\">2. Disable browser extensions<\/a><\/li><li class=\"\"><a href=\"#3-switch-to-incognito-mode\">3. Switch to incognito mode<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"resetting-your-password\">Resetting your password<\/h2>\n\n\n\n<p>You&#8217;ve forgotten or you&#8217;d like to change your password? It happens! Here&#8217;s how to go about it:<\/p>\n\n\n\n<p><strong>1) From your account<\/strong><\/p>\n\n\n\n<p>To change your password, start by clicking on&nbsp;<strong>your initials <\/strong>&gt;<strong> My settings<\/strong> in the top right of your dashboard.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2023\/01\/image-57.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"337\" height=\"181\" src=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2023\/01\/image-57.png\" alt=\"An arrow pointing to the user's initials with a drop down giving the option to select either my settings or logout.\" class=\"wp-image-28753\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-57.png 337w, https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-57-300x161.png 300w, https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-57-18x10.png 18w\" sizes=\"auto, (max-width: 337px) 100vw, 337px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>On the profile screen, click on the <strong>Change password<\/strong> link.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2023\/01\/image-73.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"495\" src=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2023\/01\/image-73.png\" alt=\"The change password pop up is shown with fields for current and new password.\" class=\"wp-image-28815\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-73.png 1024w, https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-73-300x145.png 300w, https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-73-768x371.png 768w, https:\/\/coderpad.io\/wp-content\/uploads\/2023\/01\/image-73-18x9.png 18w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p><strong>2) If you can&#8217;t access your account<\/strong><\/p>\n\n\n\n<p>To reset your password, you&#8217;ll need your email address. On our <a href=\"https:\/\/app.coderpad.io\/login\">login page<\/a>, click on <strong>Lost your password?<\/strong>:&nbsp;<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image.png\"><img loading=\"lazy\" decoding=\"async\" width=\"628\" height=\"347\" src=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image.png\" alt=\"Registered customer modal with email and password fields up top and a &quot;lost your password?&quot; link in the bottom right corner of the window.\" class=\"wp-image-40700\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image.png 628w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-300x166.png 300w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-18x10.png 18w\" sizes=\"auto, (max-width: 628px) 100vw, 628px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Enter your email address and hit <strong>SUBMIT<\/strong>:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"598\" height=\"311\" src=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-1.png\" alt=\"a prompt asking for work email and a &quot;reset password&quot; button be\" class=\"wp-image-40701\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-1.png 598w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-1-300x156.png 300w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-1-18x9.png 18w\" sizes=\"auto, (max-width: 598px) 100vw, 598px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>You&#8217;ll soon receive an email with a password reset link. Click the link and follow the instructions to reset your password.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"your-account-is-locked\ufffc\">Your account is locked<\/h2>\n\n\n\n<p>So, you\u2019ve come across this screen:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><a href=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2022\/08\/img_62f53a440ef4d.png\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2022\/08\/img_62f53a440ef4d.png\" alt=\"A window that states &quot;these credentials have been locked&quot; with an exclamation point and a link to coderpad\/codingame support.\" style=\"width:593px;height:480px\"\/><\/a><\/figure>\n<\/div>\n\n\n<p>What\u2019s happened?<\/p>\n\n\n\n<p>To ensure your account\u2019s security and to comply with GDPR guidelines, login credentials for your Screen account are strictly individual (for one user only).&nbsp;<\/p>\n\n\n\n<p>Anyone who logs into your account gains access to your tests, your account data, and your candidates\u2019 personal details. Therefore, it\u2019s important to track and restrict access to this data.&nbsp;<\/p>\n\n\n\n<p>If you\u2019re logged into your account and another user simultaneously attempts to access our platform using your credentials, you\u2019ll automatically be logged out. This will trigger the alert shown above and lock your account.&nbsp;<\/p>\n\n\n\n<p>You can learn how to manage your users and their permissions&nbsp;<a href=\"https:\/\/coderpad.io\/resources\/docs\/screen\/account-management\/managing-users\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a>. If you need more users, please contact us at&nbsp;<a href=\"mailto:sales@codingame.com\">sales@coderpad.io<\/a>.&nbsp;<\/p>\n\n\n\n<p>Users are unlimited in an Enterprise subscription.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"reactivating-expired-accounts\">Reactivating expired accounts<\/h2>\n\n\n\n<p>You\u2019ve come across this screen and you\u2019re not sure what it means or what to do?<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-full\"><a href=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2022\/08\/image-48.png\" target=\"_blank\" rel=\"noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"503\" height=\"341\" src=\"https:\/\/d2h1bfu6zrdxog.cloudfront.net\/wp-content\/uploads\/2022\/08\/image-48.png\" alt=\"&quot;Oops! Your account has expired. Don't worry it's all still here! Sign up to access your account.&quot; A button below states &quot;reactivate my account&quot;.\" class=\"wp-image-15424\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2022\/08\/image-48.png 503w, https:\/\/coderpad.io\/wp-content\/uploads\/2022\/08\/image-48-300x203.png 300w\" sizes=\"auto, (max-width: 503px) 100vw, 503px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>If you see this screen, it\u2019s because your payment has failed three times (expired credit card, issue with your bank account, etc.) and we\u2019ve closed access to your account.<\/p>\n\n\n\n<p>There\u2019s no need to panic! <strong>We will not delete any of your content, campaigns or custom questions. Any candidates you\u2019ve already invited to take a test will still be able to do so.<\/strong><\/p>\n\n\n\n<p>To reactivate your account simply click on the yellow <strong>REACTIVATE MY ACCOUNT<\/strong> button and follow the instructions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"in-case-of-expired-credit-card\">In case of expired credit card<\/h3>\n\n\n\n<p>Once you click on <strong>REACTIVATE MY ACCOUNT<\/strong>, this panel will appear if you have an expired credit card:<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"717\" src=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2-1024x717.png\" alt=\"The &quot;starter&quot;,  &quot;team&quot;, and &quot;custom&quot; plans are listed along with their cost.\" class=\"wp-image-40702\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2-1024x717.png 1024w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2-300x210.png 300w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2-768x538.png 768w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2-18x12.png 18w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-2.png 1222w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<\/div>\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><a href=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1017\" src=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3-1024x1017.png\" alt=\"The payment screen which include the steps 1) select an option, 2) billing address, and 3) payment information.\" class=\"wp-image-40703\" srcset=\"https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3-1024x1017.png 1024w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3-300x298.png 300w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3-150x150.png 150w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3-768x763.png 768w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3-12x12.png 12w, https:\/\/coderpad.io\/wp-content\/uploads\/2021\/03\/image-3.png 1039w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Simply choose your plan, fill in your credit card information or contact us (depending on which plan you need) and you&#8217;ll be good to go!&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"browser-issues\">Browser issues<\/h2>\n\n\n\n<p>If you&#8217;re having trouble opening a test or pad in your browser, try the following steps.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"1-clear-cache-and-cookies-from-your-browser\"><strong>1. <strong>Clear cache and cookies from your browser<\/strong><\/strong><\/h3>\n\n\n\n<p>Follow the guidelines provided for your specific browser:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td><strong>Chrome<\/strong><\/td><td><a href=\"https:\/\/support.google.com\/accounts\/answer\/32050?hl=en\" target=\"_blank\" rel=\"noopener\">Clear cache and cookies<\/a><\/td><\/tr><tr><td><strong>Microsoft Edge<\/strong><\/td><td><a href=\"https:\/\/support.microsoft.com\/en-us\/microsoft-edge\/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4\" target=\"_blank\" rel=\"noopener\">View and erase browsing data<\/a><br><a href=\"https:\/\/support.microsoft.com\/en-us\/microsoft-edge\/delete-cookies-in-microsoft-edge-63947406-40ac-c3b8-57b9-2a946a29ae09\" target=\"_blank\" rel=\"noopener\">Manage and remove cookies<\/a><\/td><\/tr><tr><td><strong>Firefox<\/strong><\/td><td><a href=\"https:\/\/support.mozilla.org\/en-US\/kb\/how-clear-firefox-cache\" target=\"_blank\" rel=\"noopener\">How to clear the Firefox cache<\/a><\/td><\/tr><tr><td><strong>Safari<\/strong><\/td><td><a href=\"https:\/\/support.apple.com\/guide\/safari\/clear-your-browsing-history-sfri47acf5d6\/mac\" target=\"_blank\" rel=\"noopener\">Wipe out browsing history<\/a><br><a href=\"https:\/\/support.apple.com\/guide\/safari\/manage-cookies-and-website-data-sfri11471\/13.0\/mac\/10.15\" target=\"_blank\" rel=\"noopener\">Handle cookies and website information<\/a><\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"2-disable-browser-extensions\"><strong>2. Disable browser extensions<\/strong><\/h3>\n\n\n\n<p>Extensions may disrupt browser functionality. For instructions on how to disable extensions in frequently used browsers, check the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a target=\"_blank\" href=\"https:\/\/support.mozilla.org\/en-US\/kb\/disable-or-remove-add-ons\" rel=\"noreferrer noopener\">Firefox<\/a><\/li>\n\n\n\n<li><a target=\"_blank\" href=\"https:\/\/support.google.com\/chrome_webstore\/answer\/2664769?hl=en\" rel=\"noreferrer noopener\">Chrome<\/a><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"3-switch-to-incognito-mode\"><strong>3. Switch to incognito mode<\/strong><\/h3>\n\n\n\n<p>An incognito window might fix some error notifications or unexpected issues. Discover how to utilize <a href=\"https:\/\/support.google.com\/chrome\/answer\/95464\" target=\"_blank\" rel=\"noopener\">Chrome&#8217;s incognito mode here<\/a>. Check if your browser offers an incognito option.<\/p>\n","protected":false},"parent":22470,"menu_order":3,"template":"","class_list":["post-885","doc","type-doc","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/doc\/885","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/doc"}],"about":[{"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/types\/doc"}],"version-history":[{"count":33,"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/doc\/885\/revisions"}],"predecessor-version":[{"id":41779,"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/doc\/885\/revisions\/41779"}],"up":[{"embeddable":true,"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/doc\/22470"}],"wp:attachment":[{"href":"https:\/\/coderpad.io\/wp-json\/wp\/v2\/media?parent=885"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}