# Troubleshooting > Fixes for the problems admins meet most. Source: https://paatya.net/docs/help/troubleshooting 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](https://paatya.net/docs/account/sign-in). - **"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](https://paatya.net/docs/account/sign-in#if-something-goes-wrong). - **"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](https://paatya.net/docs/account/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](https://paatya.net/docs/account/forgot-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](https://paatya.net/docs/account/one-device). - **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](https://paatya.net/docs/get-started/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](https://paatya.net/docs/academy/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](https://paatya.net/docs/academy/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](https://paatya.net/docs/courses/publish-archive-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](https://paatya.net/docs/courses/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](https://paatya.net/docs/courses/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](https://paatya.net/docs/courses/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](https://paatya.net/docs/students/add-a-student#if-you-switched-off-the-welcome-email). - **"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](https://paatya.net/docs/students/manage-students#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](https://paatya.net/docs/enrollments/manage-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](https://paatya.net/docs/public-website/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](https://paatya.net/docs/academy/landing-page#save-preview-and-publish). - **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](https://paatya.net/docs/public-website/course-details). - **A policy page says "This page is not available".** It is switched off. Turn it on under **Settings → Policies**. See [Policies](https://paatya.net/docs/academy/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](https://paatya.net/docs/academy/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](https://paatya.net/docs/public-website/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](https://paatya.net/docs/analytics/website). - **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](https://paatya.net/docs/analytics/learning). - **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](https://paatya.net/docs/billing/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](https://paatya.net/docs/billing/when-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.