Paatya

Troubleshooting

Fixes for the problems admins meet most.

Look for your problem under its heading below. Each item says what is usually going on and how to fix it. If nothing here helps, email support@paatya.net with your academy's address (the yourname.paatya.net part) and what you were trying to do.

Account

  • I can't sign in to my academy. Check you're on your academy's own address, such as yourname.paatya.net/login, not paatya.net. If your password isn't accepted, click Forgot password?. See Sign in and sign out.
  • "Sign-in is blocked for 30 minutes". There were 3 wrong passwords in a row. Wait 30 minutes; it lifts by itself. Admins can email Paatya support to be unblocked sooner. See Sign in and sign out.
  • "That password is too easy to guess". The password is built on a very common password or word, such as Welcome@2026. Choose something less predictable.
  • I'm asked for a code after my password. Every admin uses two-step sign-in. Paatya emails the code to the address you sign in with.
  • The password reset email didn't arrive. Check your spam folder. The link lasts 60 minutes, so if it's older, ask for a new one. See Forgot your password.
  • I was signed out suddenly. Either your account was used to sign in on another device, since each account can be signed in on one device at a time, or nobody used the page for an hour. Admins are also signed out 12 hours after signing in, however busy. The sign-in page says which. See One device at a time.
  • The sign-up code didn't arrive, or it expired. The code is valid for 10 minutes. Check spam, then use Resend code. If you got "You already have an academy" instead, that email already owns one: use the link in it to sign in. See Create your academy.

Academy

  • My logo won't upload. Use a PNG or JPG file of 2 MB or less.
  • I can't find where to change my academy's description, welcome message, contact number or time zone. Go to Settings → Branding and click Edit academy details. This reopens the setup wizard.
  • Emails to students show Paatya's address as the sender. That's how Paatya sends every academy's emails: your academy's name is shown as the sender, and replies go to your support email. See Branding.
  • A colleague can't get into the admin screens. Invite them under Settings → Admins. If they're listed as Deactivated, click Reactivate. See Other admins.

Courses

  • I can't publish my course. A course needs at least one published topic. Open a topic and click Publish topic, then publish the course. See Publish, clone, archive or delete.
  • I can't delete a course. Students are enrolled on it. Archive it instead: it disappears for students, and their work is kept.
  • I can't find how to edit a topic I created earlier. On the course's Curriculum tab, click the topic's name, or choose Edit content from its ⋮ menu. The pencil next to the name only renames it. See Build the curriculum.
  • My video won't upload. Videos must be MP4 (WebM does not play on iPhones and is refused), up to 512 MB and 1080p. Keep the page open until the upload finishes. See Add a video.
  • A document won't upload. Use PDF, DOCX, PPTX, XLSX or ZIP files, up to 50 MB each. See Documents and links.
  • I can't delete a topic. If students have already started it, deleting would remove their work. Choose Unpublish instead.

Students

  • A student never got their welcome email. Ask them to check spam. On their page, check the email address under Details & notes. To send a fresh activation link, open their ⋮ menu and click Resend invitation. The student can also click Forgot password? on the sign-in page to get one. See Add a student.
  • "This activation link is no longer valid". Activation links last 7 days. Send a fresh one as described above.
  • A student can't sign in. Check their status on the Students page:
    • Invited: they haven't set a password yet. Send a fresh activation link, or if email can't reach them, click Set temporary password in their ⋮ menu and share the password with them.
    • Inactive: you deactivated them. Click Restore access.
    • Active: they can use Forgot password? on the sign-in page.
    • Blocked: 3 wrong passwords in a row. It lifts after 30 minutes, or click Unblock sign-in in their ⋮ menu. See Unblock a student.
  • A student keeps getting signed out. Someone else is signing in with the same account, or the student is switching between devices. Only one device can be signed in at a time. Students are also signed out after 7 days without using Paatya, and 30 days after signing in.
  • "Somebody already has an account with that address". That email address is already in use in your academy. Search the Students list, including Inactive students.
  • A student doesn't get course emails. They can choose which emails they receive on their Certificates page. Ask them to check it.

Enrollments

  • A student can't see a course they're enrolled on.
    • Is the course Published? Draft and archived courses are hidden from students.
    • Does it have at least one published topic?
    • Are they really enrolled? Check the Enrolled courses tab on their page.
    • Has their access ended? If the card shows Access ended, click its calendar button and choose a later date, or remove the end date.
  • A course suddenly disappeared for a student. Its end date has probably passed. Filter the Enrollments page by Access: Ended, then use Extend access on their row. Their progress is still there.
  • A student can't see one topic. The topic is probably unpublished. Publish it from the course's Curriculum page.
  • A section is locked for a student. Sections open in order. The student must finish every required topic before it. The lock names what to finish.
  • "Mark as Complete" can't be clicked. The topic has a quiz. The student must pass it first.
  • I can't remove a student from a course. They have earned a certificate for it, and the enrollment must stay as its record. See Track and remove enrollments.
  • A student opened a course before its start date. Start dates aren't enforced. To keep a course closed until a date, leave it in Draft and publish it on the day.

Public website

  • A course is missing from my public page. Only Published courses appear, and only if Show on your website is on for the course. On your own page, the course must also be picked in a Courses block to appear there; it is always in your full course list at /courses. See What visitors see.
  • Visitors still see the old page. Your changes are saved as a draft until you publish them. In Settings → Landing page, click Publish, then refresh your public page. See Your landing page.
  • Visitors see "This course is not available". Turn on Show course details, and check the course is published and Show on your website is on. See Show course details.
  • A policy page says "This page is not available". It is switched off. Turn it on under Settings → Policies. See Policies.
  • A WhatsApp or Facebook preview still shows the old title or picture. These apps keep a copy of a preview for a while. New shares pick up the change; old messages keep the old preview. See Search and sharing.
  • I don't get enquiries. Make sure your page has a Contact and enquiries block with Show the enquiry form switched on. See Enquiries.

Analytics

  • The Website tab says "Website figures are not available yet". Website figures haven't been connected yet, or haven't arrived. There's nothing to fix on your side. See Website analytics.
  • The Website tab says "Website measurement is switched off". Turn it on in Settings → Analytics.
  • The numbers don't match between pages. The dashboard counts all-time totals and active accounts. Learning analytics counts only what happened within the dates you picked. See Learning analytics.
  • Active students or watch time shows zero for older dates. They have only been recorded since tracking started.

Billing

  • "Please add balance to continue". Adding courses, students and enrollments needs balance. Click Recharge now. See Add balance.
  • Students see "This academy is temporarily unavailable". Your balance has run out and the grace period has ended (or your academy has never recharged and its welcome credit is used up), or a spending limit set to Alert and pause has been reached. Recharge, or raise the limit. See When your balance runs out.
  • My payment failed. No money was added and nothing was charged. Try again from Usage & Billing → Recharge.
  • My GSTIN isn't on my invoice. Invoice details apply from your next recharge. Add them under Usage & Billing → Billing details before you recharge.