| Sollingo Documentation | Quick Start | Getting Started | Features | Troubleshooting |
Troubleshooting Guide
Common issues and step-by-step fixes.
Table of Contents
- Account & Sign-In Issues
- Family / Parent Dashboard Issues
- Hearts, XP, and Lesson Issues
- Chores Not Reflecting
- TV Time Balance Looks Wrong
- Payment & Pro Subscription Problems
- Getting Help
1. Account & Sign-In Issues
Problem: Can’t sign in, or a “verify your email” step never completes.
Fix:
- Check your inbox (and spam folder) for the verification email from Clerk, Sollingo’s sign-in provider
- Try signing in with the same method you used to sign up — a Google account and an email/password account with the same address are treated as different accounts
- If you’re still stuck, request a password reset from the sign-in screen
- Still no luck? Email us at [email protected] with the email address you signed up with — never share your password with us, we’ll never ask for it
2. Family / Parent Dashboard Issues
Problem: Can’t link a child, or a linked child isn’t showing up.
Fix:
- Confirm the child has their own Sollingo account already created — a parent links an existing account, it doesn’t create one
- Double-check the details entered on the Parent Dashboard’s “Link Child” step match the child’s account exactly
- If a child was linked and then disappeared from the dashboard, check whether their account was deleted — contact support to confirm
Problem: A chore approval isn’t showing up on the dashboard.
Fix: See Chores Not Reflecting below.
3. Hearts, XP, and Lesson Issues
Problem: Hearts aren’t refilling.
Fix: Hearts refill on a timer once you’re at 0 — check the countdown shown on the Learn page. If you don’t want to wait, spend gems in the Shop or upgrade to Pro for unlimited hearts.
Problem: A lesson’s XP or streak didn’t update after finishing.
Fix:
- Confirm the results card actually appeared at the end of the lesson (if you closed the tab mid-lesson, progress for that attempt wasn’t saved)
- Refresh the Learn/Leaderboard page — occasionally the client cache lags a few seconds behind the server
- If the issue persists after a refresh, email support with the lesson name and roughly when you completed it
4. Chores Not Reflecting
Problem: A child submitted a chore, but the parent doesn’t see it as pending; or a parent approved a chore, but the child’s hearts didn’t increase.
Fix:
- On the child’s side, confirm the chore shows as “submitted” (not just “started”) on the Chores page
- On the parent’s side, check the Parent Dashboard’s pending-approvals section, not just the chore list — pending requests and the full chore history are shown separately
- Approval is not automatic — a parent must explicitly approve for hearts to be added
- If a chore was approved but hearts didn’t appear, refresh the child’s Learn page; if it’s still missing after that, email support with the chore name and approval date
5. TV Time Balance Looks Wrong
Problem: Minutes earned from a lesson don’t match what’s shown on the TV Time page.
Fix:
- Check the transaction history on the TV Time page — a perfect (no-mistake) lesson earns more minutes than one with wrong answers, so two completions of the same lesson can legitimately earn different amounts
- Minutes a parent has marked as “watched” are subtracted from the balance shown — check whether that’s the discrepancy
- Still off? Email support with the child’s account and the lesson(s) in question
6. Payment & Pro Subscription Problems
Problem: Upgraded to Pro but hearts are still limited.
Fix:
- Confirm the Stripe checkout actually completed — check for a receipt email from Stripe
- Refresh the app; subscription status updates via a webhook that can take a few seconds
- If it’s been more than a few minutes and Pro still isn’t active, email support with your account email and, if you have it, the Stripe receipt
Problem: Want to cancel or get a refund.
Fix: Manage or cancel your subscription any time from the Shop page’s “Manage Subscription” link, which opens Stripe’s customer portal. See the Terms of Service for the refund policy, or email support if the portal link isn’t working.
Problem: Card was charged but I never got Pro access.
Fix: This usually means the webhook that activates Pro didn’t fire. Email support immediately with your account email and Stripe receipt — this is treated as a priority billing issue.
Getting Help
If none of the above fixes your issue:
- Email: [email protected] — include your account email and, where relevant, what course/lesson/chore was involved
- We aim to respond within a few business days
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