> ## Documentation Index
> Fetch the complete documentation index at: /help/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Resolve common sign-in, sync, practice, and checkout issues.

Try these steps when a page, sign-in flow, sync action, or practice session is not behaving as expected.

**1. Refresh once and check your connection**

Reload the page. Confirm you are online. If the app looks stuck after a recent update, a second refresh usually clears a stale tab.

**2. Confirm you are on the right account**

If saved words or progress are missing, sign out and sign in with the same method you used originally (same email, Google account, or passkey).

**3. Sign-in and email**

Check spam for confirmation, magic-link, and password-reset messages. Passkeys need a supported browser over HTTPS. See [How to log in](/help/account/how-to-log-in.md).

**4. Google Disconnect**

Disconnect stays clickable, but a password is required. If you see **Add a password before disconnecting Google Sign-In**, set one on Account → Security first. See [Disconnect Google Sign-In](/help/account/disconnect-google-sign-in.md).

**5. Practice or AI games**

If an AI game will not start, check credit balance on Account → Billing. Out of credits blocks AI modes only. Flag bad prompts with [Flag a practice item](/help/using-the-app/flag-a-practice-item.md).

**6. Checkout**

If payment might have succeeded but the plan did not update, follow [Failed or incomplete checkout](/help/account/failed-or-incomplete-checkout.md) before paying again.

**7. Contact support**

Email [help@vocabmonster.com](mailto:help@vocabmonster.com) with the page URL, what you expected, what happened, and any visible error message. Do not include your password or payment-card number.


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