FAQs Troubleshooting Flashcards
what prompt?
Why can’t I hear sound on my flashcard?
If you are studying audio flashcards and can’t hear the sound being played, you can try the following potential solutions:
Make sure the sound actually has an audio file. You can tell if a flashcard is supposed to have an audio file by looking to see if a Play icon shows up on the respective Question or Answer. If there is no Play icon, then the flashcard’s creator did not upload a sound for that particular Card.
Make sure your device is not muted. Some iPhones and Android devices have a “Mute” switch on the side of the device. Make sure the Mute option is turned off. If you’re on the website, make sure your volume is turned up and that you’re able to hear audio in other apps, such as music.
Plug in your headphones. Sometimes an audio file might be particularly quiet, and you can only hear it with headphones so you can block out ambient noise.
Turn on “keyboard clicks”. For some reason, a few users have reported that enabling their phone’s “keyboard clicks” setting (in your device’s Settings app) magically makes Brainscape’s broken sounds work. Our engineering team has not been able to replicate this weird scenario on our end, but who knows, it might work for you.
2nd prompt
I can’t log in. It won’t recognize my password
In most cases, we’ve found that login issues are the result of simply not remembering that you had initially signed up for Brainscape using Facebook or Google. You may want to try to sign in with that respective account to see if that solves the issue.
If you are positive that you signed up via email and Brainscape simply isn’t recognizing your password, then you can try resetting your password. There should be a “Forgot Password” link on the failed login screen that will allow you to email a reset-password link to the email address you’d signed up with.
If you’re not receiving that email, or if you still can’t log in (via the website), then you may need to clear your browser cookies from an older version of Brainscape. In Chrome, for example, simply click this link – chrome://settings/cookies/detail?site=www.brainscape.com – and remove the cookie named: _Brainscape_session_1. Other browsers have a similar process.
If you’re still not receiving the Forgot Password email, and if you’re on a company or school-run IT network, it’s possible that your organization has blacklisted emails from Brainscape for some reason. You can try the following steps:
Have your IT team help them navigate to their Anti-Spam IP Delist Portal (e.g. in MS Office 365’s admin suite)
Remove both brainscape.com and brain-scape.com from the blocked sender list
Wait at least 2 hours
Try generating the Forgot Password email again, and confirm that it works
If you’ve tried all of the above and you’re still having login problems, then please feel free to contact us, and our tech support team can manually resolve the issue with you. Sorry for any inconvenience
How do I cancel my Pro subscription and any future billings?
If you no longer need the services of Brainscape Pro, you can easily cancel your subscription so your credit card does not get billed again going forward. You will continue to enjoy the features of Brainscape Pro until the current paid billing period expires.
On the Web
If you originally purchased your subscription using the Brainscape website, then you can simply go to Manage Account (found by clicking the gear icon next to your avatar on the class dashboard)–> Subscriptions to see or modify your current plan. There is a “click to cancel” button if you would like to opt-out of Brainscape Pro going forward.
In the iOS or Android App
If you originally purchased your subscription inside the Brainscape mobile app, you should ideally cancel your subscription in the same place. Simply open the app, make sure you’re logged into your account, and go to your Account Settings, where there is an option for “Brainscape Pro Subscription”. On that page you can choose “Modify Subscription”, and it will take you to the appropriate page in your Apple or Google settings where you can cancel your Brainscape plan.
In an iPhone/iPad, you can also just go to your main Settings app, choose iTunes & App Stores, tap your Apple ID, and then choose Subscriptions on the subsequent screen.
Regardless of your cancelation method, we’re sad to see you go, and we hope you can make use of Brainscape Pro again in the future!
Note: Your subscription will automatically renew unless canceled at least 24-hours before the end of the current period.
I upgraded & paid, but why are content & features still locked?
If you’re somehow unable to access Pro features after paying, please contact us with a copy of your receipt and the email address associated with your Brainscape account, and we can get this fixed for you soon.
Note: the “locked” and “unlocked” icons on Decks in the app look very similar. Please look closely and you’ll see when the icon appears “unlocked”. (Yes, we will update this soon, in an eventual UI overhaul.) It’s likely that you do in fact have Pro access despite the visual confusion.
How do I delete my account?
It happens. Sometimes a user has created multiple accounts in Brainscape and they want to delete the extra ones that they don’t use. You may now do this in the iOS app, and we hope to bring this to Android and the website in the future.
To delete your account in the app, simply click the options button (…) and select ‘Account’ from the menu. Once you are on the Account screen you have the option to ‘Delete Account’.
If you have an active Brainscape Pro subscription, you may receive an error. You’ll need to cancel your subscription where you originally made the purchase (i.e. iOS, Android or website) before you can proceed to delete your account.
Please note that if you have a existing subscription with time left the deletion of your account won’t officially happen until the subscription has come to an end. e.g. If you have a month subscription, but still have 10 days left, you’ll need to wait to the end of the period that you’ve paid for to end before the account will be officially deleted.
If you do not have access to the iOS app please contact us and we’ll be happy to delete your account for you.
Note: If there are other people using flashcards that you created, it may be safer to just change your name & email address, rather than deleting your account, so that those associated flashcards don’t also get deleted. (This will protect your identity, if that was a concern, without actually harming people who were studying your flashcard content.) **If you do have decks associated with your account, you will have the opportunity to delete them before you delete your account, otherwise if you do not do this any user studying the class will still have access by default. Once you delete your account you will no longer have access to those flashcards.
If you simply want to deactivate your account but come back to use it at a later date, then you can always just leave it alone for now, and ensure that you have stopped any paid subscriptions.
How do I fix issues syncing my app with the website?
Your flashcards in the Brainscape mobile app(s) should sync automatically each time you log in fresh after not using for several hours. Your study progress should also sync every few minutes.
But sometimes sync troubles happen. You might want to try tapping the Sync icon in the top corner of the main My Classes screen in your Brainscape app.
If that still doesn’t work, then please try one or more of the following:
Touch the settings menu, and choose Sync Account
Perform a “hard” close of the app (Double tap the home button and swipe up to fully close)
Log out and log back into your account
Uninstall and reinstall the app
Turn your device off and back on
Also, make sure you’ve gone out to the App Store and have updated your version of the mobile app. You don’t want to miss the exciting updates!
How do I remove copyrighted material from Brainscape?
Please contact us with a link pointing at the copyrighted material, and we will remove any infringing content upon request.
