Troubleshooting Guide

💳 Payment Issues

❌ Problem: "I paid but didn't get PRO access"

Immediate Steps:

1. Check your email for payment confirmation from Razorpay

2. Logout and login again to refresh your account

3. Go to Settings → Payment Status should show "Active"

4. Wait 2-3 minutes and refresh the page

✅ Still not working?
📧 Email: support@visionxedu.com
Include: Screenshot of payment success + your registered email
We'll activate within 1 hour!

⚠️ Problem: "Payment failed but money deducted"

Don't worry! This is common with online payments.

💡 The money will be automatically refunded by your bank within 5-7 business days. This is a standard banking process.

1. Check your bank statement after 7 days

2. If not refunded, screenshot your bank statement

3. Email us at: support@visionxedu.com

4. Include: Transaction ID + Bank statement + Registered email

We'll assist with bank reconciliation immediately.

🔄 Problem: "Payment page not loading"

Quick Fixes:

1. Clear browser cache: Press Ctrl + Shift + Delete

2. Try different browser (Chrome recommended)

3. Disable VPN if using one

4. Check internet connection

5. Try from different device (phone/tablet)

Still stuck?
📧 Email: support@visionxedu.com
We can send an alternative payment link!

💰 Question: "Can I pay later?"

YES! Absolutely. Here's how:

✅ Use FREE version as long as you want
✅ No time limit on free access
✅ Your session will give accuracy percentages
✅ Pay only when you're ready
✅ Click "Upgrade to PRO" anytime from Settings

What you get in PRO (₹399):

✅ Full subjects coverage
✅ 15,000+ unlimited practice questions
✅ Detailed analytics & tracking
✅ Export results feature
✅ No ads, priority support
✅ Prompts for AI assistance in Hindi and Telugu also

🔐 Login & Access Issues

🔑 Problem: "Forgot Password"

Easy 6-Step Reset Process:

1. Go to Login Page

2. Click "Forgot Password?" link

3. Enter your registered email

4. Check your email inbox (and spam folder!)

5. Click the reset link in email

6. Create your new password

⚠️ Important: Reset link expires in 1 hour for security.
If expired, request a new reset email.

Email not received?

Check spam/junk folder
Wait 2-3 minutes (emails can be delayed)
Make sure you entered correct email
Still no email? Contact: support@visionxedu.com

❌ Problem: "Can't login - Invalid credentials"

Common Causes & Fixes:

✓ Email typo: Check spelling, no extra spaces

✓ CAPS Lock: Password is case-sensitive

✓ Wrong email: Try email used during registration

✓ Browser cookies: Clear cache and try again

✓ Different browser: Try Chrome/Firefox

Still can't login?
1. Use "Forgot Password" to reset
2. Or email: support@visionxedu.com with your registered email

📊 Dashboard & Analytics Issues

0️⃣ Problem: "Dashboard shows all zeros"

This is NORMAL if you haven't practiced yet!

💡 Dashboard displays your overall performance statistics. It only shows data after you start practicing.

How to see data on Dashboard:

1. Click "Practice" tab (top navigation)

2. Select Subject (Physics/Chemistry/Biology)

3. Select Chapter from list

4. Select Session to practice

5. Attempt some questions

6. Complete and submit the session

7. Go back to Dashboard - data will appear!

✅ Dashboard updates automatically after each practice session!

❓ Question: "Where do I find my progress?"

Your progress is available in 3 places:

📊 DASHBOARD (Home)

Overall statistics
Total study time
Questions attempted
Accuracy percentage
Subject-wise overview

📈 ANALYTICS Tab

Subject-wise breakdown
Chapter-wise progress
Difficulty level analysis
Time tracking per session
Performance trends

📚 LEARNT Tab

Completed number of chapters, details
Completed number of sessions, details
Completed number of questions
Topics needing revision
Weak areas identification

📖 Understanding Dashboard Metrics

📊 Dashboard Terms Explained

1️⃣ Questions Attempted

Meaning: Total number of questions you've answered across all practice sessions.

Includes: Correct + Incorrect + Skipped

Why it matters: Shows your practice volume and consistency.

2️⃣ Average Accuracy

Meaning: Percentage of correct answers out of all submitted questions.

Formula: (Correct ÷ Attempted) × 100

Example: 30 correct out of 50 = 60%

Why it matters: Measures understanding level.

3️⃣ Current Streak

Meaning: Number of study sessions completed.

Counts: Each chapter session you finish.

Why it matters: Shows consistency and dedication.

4️⃣ Total Study Time

Meaning: Cumulative time spent practicing.

Includes: Active time on questions + reading explanations.

Why it matters: Track your dedication and effort.

🔍 Where to Find Features

❓ "Where do I find...?"

📈 Upgrade to PRO:
"Go to PRO" button on top of the page

📊 View My Results:
After completing test → Results shown automatically
Export: You can export each session result → "Export TXT" button
Analytics tab → Past sessions list

🔑 Change Password:
Settings → "Change Password" section
OR use "Forgot Password" from login page

🚪 Logout:
Top-right menu → Click your name → "Logout"
OR Settings → Scroll to bottom → "Logout" button

📧 Contact Support:
Settings → "Help & Support" section
Bottom of page → "Contact Us"
FAQ page → "Still need help?" section
Direct: support@visionxedu.com

💳 View Subscription Status:
Settings → "Payment Status" section
Shows: Active/Pending, Start date, End date

📝 Send Feedback:
Settings → "Send Feedback" button
Footer → "Feedback" link
Direct: Feedback Form

📚 Content & Practice Issues

🔄 Problem: "Questions not loading"

Quick Troubleshooting:

1. Refresh page: Press F5

2. Clear browser cache: Ctrl + Shift + Delete

3. Check internet connection

4. Try different chapter/session

5. Logout and login again

6. Try different browser (Chrome recommended)

Still not loading?
Screenshot the error → Email: support@visionxedu.com

🔢 Problem: "Math formulas not displaying"

Try These Fixes:

1. Wait 3 seconds for formulas to load (they render after page loads)

2. Scroll down and back up (triggers re-render)

3. Refresh page: Press F5

4. Use Chrome or Firefox (not Internet Explorer)

5. Enable JavaScript in browser settings

6. Update browser to latest version

💡 Math formulas use KaTeX library which may load a little late. A brief delay is normal.

Still broken?
Take screenshot → Email: support@visionxedu.com
Include: Browser name + version

⏱️ Problem: "Timer not working"

Check These:

1. Timer starts once the session questions appear. 30 minutes for each session

2. Try different browser

3. Disable browser extensions temporarily

4. Clear browser cache

💾 Problem: "My progress is not saving"

Checklist:

✓ Are you logged in? (Check top-right corner for your name)

✓ Stable internet connection? (Check WiFi/data)

✓ Not in incognito/private mode?

✓ Browser cookies enabled?

✓ Completing sessions fully? (Progress saves after completion)

💡 Progress is saved automatically when you complete a practice session and view results.

Still not saving?
Email: support@visionxedu.com
Include: Which browser, what you were doing, screenshots

🔧 Troubleshooting Guide

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