Email problems
The confirmation or reset email never arrived
Check your spam or promotions folder first. This is the cause the large majority of the time. Mark it "not spam" so future Edugo mail reaches your inbox.
Then check you used the address you actually registered with, and wait a full two minutes before requesting another.
The password reset link says it's invalid or expired
Reset links work once and expire after a while. Opening one twice gives this message. Request a fresh one from Forgot password.
Students can't pay or enrol
"There's nowhere to pay"
You haven't added your bank transfer details. Without them there's nothing to show on the payment screen, so paid classes can't take enrolments. Add them on your Profile page.
A student paid but says they can't see anything
Their request is in Requests waiting for you. Approve it.
A student can't find your class
Check the class is active in its settings, and that grade and medium are set — students filtering by those won't see a class that has neither.
Content access
A student can't open a material
Nearly always the month rule. Check in this order:
- Which month is the material filed under? Shown on each row in Resources.
- Has that student paid for that month? The Students tab shows it.
- What's today's date? Before the 15th, current-month content is open to all enrolled students — so if they still can't see it, it's probably filed under a different month than you think.
"It worked last week and now it doesn't"
The 14-day grace window ended. Current-month content is open to everyone enrolled for the first 14 days; from the 15th, unpaid students lose access. Nothing is broken — they haven't paid.
A student can't see last term's recordings
Correct behaviour. Recordings belong to their session's month, and that month's fee unlocks them. To sell old content to new students, use a Lesson Pack.
Sessions and attendance
I can't find the "mark attendance" button
There isn't one on the website. Attendance is marked in the teacher mobile app by scanning student QR codes. The web Attendance tab shows the results. See Marking attendance.
Attendance percentages look far too low
They're calculated against sessions marked completed. If you don't mark sessions completed, the denominator is wrong and everyone looks bad. Go through the Past tab and mark the ones you taught.
A session is stuck in Upcoming
It shouldn't be — a scheduled session moves to Past on its own once its date passes. If a future-dated session is wrong, edit its date.
Limits
"Limit reached" when adding something
You've hit a Free plan cap: 3 active classes, 50 students per class, 10 materials per class, or 3 quizzes per class.
Under the current launch offer these aren't being enforced — if you're seeing a cap when you don't expect one, tell us.
Deactivating a finished class frees a class slot.
Payments
A card payment failed
Usual causes: insufficient funds, a card blocked for online transactions, or an expired card. Nothing was charged — try again or use another card.
If money left your account but the plan didn't activate, contact us with the PayHere reference and date.
The revenue figures look wrong
They count what's recorded in Edugo. Cash you took without recording it isn't there. Reconcile against your bank statement, not against this.
Still stuck
If none of this fits, contact us. Include:
- What you were trying to do
- What happened instead
- The class or student involved
- A screenshot if you can
That usually turns a two-day exchange into one reply.