If something isn’t working
Nearly always one of these, and nearly always a ten-second fix.
The page is blank, or won't load at all
Turn off your VPN, if you use one. This is the most common cause by a long way. Some VPN connections are blocked before they reach us, and the result looks exactly like a broken website.
Try it on your phone with wi-fi switched off. If it loads there, the problem is your home or office network, not the site. Office and school networks often block sites they have not seen before.
Try a private or incognito window. That ignores anything your browser has stored from an older version of the site.
The password reset link doesn't work
Ask for a fresh one. Reset links work once and last an hour. If your email provider scanned the link before you opened it, or you have clicked an older email, the new one will work.
You can open it on any device — ask on your computer and finish on your phone if that suits you better.
My child can't get into their test
Point their camera at the square on your screen. A box will pop up on their device with a link to press. They do not need to type anything.
The code lasts until midnight and works once. If it has stopped working, press the button on your screen for a new one.
Keep this page open on your device while they sit the test. You will see how far along they are.
I've paid but nothing has opened
Check the email we sent, including your junk folder. It has a link to set your password, and everything is waiting behind it.
If the payment left your account and you have had nothing from us within a few minutes, email us and we will sort it the same day. Have the email address you paid with to hand.
Something looks wrong on the page
Reload the page once. We update the site often, and occasionally a browser holds on to an older version.
If a reload does not fix it, tell us what you saw and which page. A photo of the screen is more useful than a description.
Still stuck
Email hello@sillymaths.com and tell us what happened and what you saw. A real person reads it.
If your child has an exam coming up, say so — we will put you first.