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

# Troubleshooting

> Solutions to common issues on the Lena platform — login problems, missing data, course issues, CBT errors, and more.

Running into a problem? Find your issue below for a quick solution. If your
issue isn't listed, [contact support](/general/contact-support).

***

## Login and account issues

<Accordion title="I can't log in — 'Invalid credentials' error">
  * Double-check your **email address** for typos - Make sure **Caps Lock** is
    off when typing your password - If you've forgotten your password, use
    **Forgot Password** on the login page. See [Logging In](/general/logging-in)
    for the full steps - If you recently changed your email, use the new email
    to log in
</Accordion>

<Accordion title="I didn't receive the OTP email">
  A one-time password (OTP) is a 6-digit code sent to your email for verification.

  1. Check your **spam or junk folder** — the email may have been filtered
  2. Wait 1-2 minutes — email delivery can sometimes be delayed
  3. Tap **Resend OTP** to get a new code
  4. Make sure the email address you entered is correct
  5. Try a different email address if the problem persists
</Accordion>

<Accordion title="My OTP code isn't working">
  * OTP codes expire after **10 minutes**. If it's been longer, request a new
    one - If you requested multiple codes, only the **most recent** one works -
    Make sure you're entering all 6 digits correctly
</Accordion>

<Accordion title="I verified my email but still can't access the app">
  * Try logging out and logging back in - Clear your browser cache or app data
  * Make sure you're using the correct app for your role (student, teacher, or
    admin)
</Accordion>

***

## School profile issues

<Accordion title="My school doesn't show up when I search">
  Your school needs to be registered on Lena first. Ask your school
  administrator to create the school at
  [school.lena.africa](https://school.lena.africa). Once the school is
  created, it will appear in search results.
</Accordion>

<Accordion title="I don't see any courses after adding my school profile">
  * You need to **join courses** using an entry code from your teacher. See
    [Joining a Course](/students/joining-a-course) - If you're a teacher, you
    need to **create a course** first. See [Creating a
    Course](/teachers/creating-a-course) - Make sure you've selected the correct
    school profile (check the profile switcher)
</Accordion>

<Accordion title="I selected the wrong school type / grade / department">
  * For K-12 students: Go to **Account Settings** → **School Info** and update
    your grade and arm - For university students: Update your faculty,
    department, or level in the same settings - If you joined the wrong school
    entirely, delete the school profile and add the correct one
</Accordion>

***

## Course and content issues

<Accordion title="My entry code isn't working">
  * Make sure you're entering the code exactly as given (codes are
    case-sensitive) - Check that you're in the **correct app** (students use the
    Student app) - The course may be in **draft** status — ask your teacher to
    publish it - The entry code may have changed — ask your teacher for the
    current code
</Accordion>

<Accordion title="Study materials won't load or download">
  * Check your internet connection - Try refreshing the page - If a specific
    file won't open, it may be in a format your device doesn't support — try
    downloading it and opening with a compatible app - Large files may take
    longer to load on slower connections
</Accordion>

<Accordion title="I can't submit my assignment">
  * Check the **due date** — submissions may be closed if the deadline has
    passed - Make sure your file meets the size and format requirements - If
    submitting text, check that the content isn't empty - Try refreshing the
    page and submitting again
</Accordion>

<Accordion title="My grades aren't showing">
  * Grades appear after your teacher has graded your work - For quizzes,
    grades are calculated automatically after submission - For assignments, your
    teacher needs to manually score your submission - If you've been graded but
    don't see it, try refreshing or logging out and back in
</Accordion>

***

## CBT exam issues

<Accordion title="I can't see my exam on the CBT dashboard">
  * Make sure you're logged in with the correct account at
    [cbt.lena.africa](https://cbt.lena.africa) - Check that you've selected the
    correct school profile - The exam may not have started yet — check the
    exam's **start time** - You may not be assigned to this exam — contact your
    teacher
</Accordion>

<Accordion title="My exam was auto-submitted before I finished">
  Exams can be auto-submitted for several reasons:

  * **Time expired** — the exam duration ran out
  * **Tab-switch limit exceeded** — you switched away from the exam tab too many times
  * **Browser/connection issue** — loss of internet during the exam

  See [CBT Exam Rules](/cbt/exam-rules) for details on auto-submission policies.
</Accordion>

<Accordion title="The exam page is showing a blank or white screen">
  * Make sure you're using a **supported browser** (Chrome, Firefox, or Edge —
    latest versions recommended) - Disable any **ad blockers** or **browser
    extensions** that might interfere - Clear your browser cache and try again -
    Check your internet connection
</Accordion>

For more CBT-specific issues, see [CBT Troubleshooting](/cbt/troubleshooting).

***

## App performance issues

<Accordion title="The app is loading slowly or not responding">
  1. Check your **internet connection** — try opening another website to
     verify 2. **Refresh** the page (or close and reopen the app) 3. Try using
     the app in a **private/incognito** browser window 4. Clear your **browser
     cache** and cookies 5. Disable **browser extensions** that might interfere
  2. Try a different browser or device
</Accordion>

<Accordion title="Data is missing or not updating">
  * Make sure you're viewing the correct **school profile** (switch if needed)
  * Try **logging out and back in** to refresh your session - Check if the
    content was recently added — it may take a moment to sync - Refresh the page
    to pull the latest data
</Accordion>

<Accordion title="File uploads are failing">
  * Check your file size — very large files (especially videos over 100 MB)
    may fail to upload - Make sure the file format is supported (PDF, DOCX,
    PPTX, XLSX, images, video, audio, ZIP) - Check your internet connection —
    uploads need a stable connection - Try uploading a smaller file to rule out
    size issues
</Accordion>

***

## Excel import issues (School Admins)

<Accordion title="My Excel import is failing with errors">
  * Make sure the file is in `.xlsx` format (Excel workbook) — `.csv` and
    `.xls` files are not supported - Make sure column headers match **exactly**
    as documented (case-sensitive) - Make sure data is on the **first (active)
    sheet** of the workbook - Look for **duplicate email addresses** in your
    file - Make sure all required fields are filled (no empty rows) - Check the
    error report for specific row numbers and issues - See [Managing
    Students](/school/managing-students) or [Managing
    Teachers](/school/managing-teachers) for the exact column headers
</Accordion>

<Accordion title="Some users were imported but others weren't">
  The import provides a summary showing how many users were successfully
  imported and which rows had errors. Review the error details for each failed
  row — common issues include: - Invalid email format - Duplicate email (user
  already exists) - Missing required fields - Grade or department not found in
  your school's structure
</Accordion>

***

## Still stuck?

If you can't find a solution here, [contact support](/general/contact-support)
with the following information:

* Which app you're using (Student, Teacher, School Admin, or CBT)
* Your school name
* A description of what happened and what you expected
* Screenshots if possible

<Tip>
  Not sure what a term means? Check the [Glossary](/general/glossary) for
  definitions of key Lena terms.
</Tip>