Overview
If you’re running into issues with your school or course, this guide walks through common problems and how to resolve them—whether you’re a school owner, author, affiliate, or student.
For owners, authors, and affiliates
Why do my lessons or course pages look broken or unstyled?
If your pages show plain text, extra-large logos, or no layout at all, your school’s theme style file didn’t load correctly.
This usually happens when:
An uploaded file (like a background image or banner) has special characters or non-English text in its name.
→ For example:デザイン+講座.pngorbanner#final.jpg
How can I fix it?
Rename any uploaded files using only letters, numbers, and hyphens.
→ Example:design-course-banner.pngGo to Site → Theme → Customize, make a small change (like updating a color), and click Save.
This forces the theme to rebuild correctly.Refresh the page — your lessons should look normal again.
File naming tips
Use simple, lowercase names (a–z, 0–9, -)
Avoid spaces, emojis, symbols (
+,%,#,&) or non-English charactersKeep names short and clear, like
homepage-banner.pngorlesson-image-1.jpg
Why isn’t my product showing on the products page?
If your school and product are published but the product isn’t displaying:
Go to the product’s Information tab.
Check your Visibility settings.
Why does my sales page say “Closed for enrollment”?
This usually happens when a Pricing block has been added to your sales page, but a pricing plan hasn’t been selected.
To fix this:
Go to your product’s Pages tab.
Click Edit next to the sales page.
Select the Pricing block.
Use the dropdown under Select Pricing Plan to add a price.
Click Publish to update the page.
I published my product—why is my school offline?
Publishing a product does not automatically take your school online.
To update your school’s visibility:
Go to Settings > General.
Toggle your School status to Online.
How do I delete a school I accidentally created?
In your school Admin area, go to Settings > General.
Scroll to the bottom of the page.
Click Delete school.
Important: This action is permanent. Learn more about deleting your school or account before proceeding.
When will I receive my payout?
Payout timing depends on your school’s payment gateway:
Teachable Pay – Choose a daily, weekly, or monthly payout schedule.
Monthly Payment Gateway – Payouts are sent on the 1st of each month (unless it falls on a weekend or holiday).
Custom payment gateway – Payouts are handled directly by Stripe or PayPal.
Tip: For schools using Teachable Pay or the Monthly Payment Gateway, log in for details specific to your account. For custom gateways, contact Stripe or PayPal directly.
Why is my payout less than my earnings?
Your Total Sales reflect the purchase price, while Earnings subtract:
Taxes
Teachable fees
Author/affiliate payouts
Reserves (for schools using Teachable Pay)
Note: Teachable Pay reserves a portion of earnings to cover potential refunds or chargebacks. These funds are released on a rolling basis.
Page editor issues: what to check first
If something in the page editor isn't working as expected, run through these checks before standard browser troubleshooting.
Check if the page has been published. Edits made in the page editor aren't visible to visitors until you click Publish. Go to Site > Pages and confirm the page shows as published.
Check your plan tier. Some page editor features require specific plans. Code Snippets (Custom CSS) require the Builder plan or above. Custom HTML blocks are disabled by default for new schools and require a Teachable Support request to unlock.
Check which page editor version you're using. Schools created before September 18, 2019 have access to both Page Editor 1.0 and 2.0. Schools created after that date only have 2.0. All new blocks and features are added to 2.0 only. See Which Page Editor Do I Have?
Check for custom CSS or injected code. If your page layout looks broken or styling is unexpected, go to Site > Code Snippets and temporarily remove any content from the CSS or Head Code Snippets fields. If the issue clears, the custom code is the cause — not the platform.
If the issue affects multiple pages or appeared after a platform update, it may be a platform-level issue rather than a configuration problem. Contact Teachable Support rather than continuing to troubleshoot locally.
Tip: Browser cache and extension issues rarely cause page editor problems — those steps are most relevant for video playback and login issues. If none of the checks above apply, see General technical troubleshooting below.
For students
Access Issues
If you are unable to access a course you purchased:
Contact the school owner directly. Only they can verify your enrollment and restore access.
Provide proof of purchase, such as your payment receipt, when reaching out.
Enrollment Errors
For issues like incorrect email addresses or enrollment problems:
Reach out to the school owner to correct account details or verify your enrollment.
Purchases Not Processed Through Teachable
If your purchase was not processed through Teachable:
Teachable does not have a record of your transaction and cannot provide access to the course. Contact the course provider to verify your purchase and resolve access issues.
Students unable to update billing information
If you’re prompted to log into a separate Teachable Account while updating payment details:
Reset your Teachable Account password using the password reset link.
Log back in to update your billing information.
Login troubleshooting guide for students
To log in:
Visit your school’s URL and click Login, or
Go to my.teachable.com if your account uses Teachable Accounts.
Tip: Understand the difference between:
School-specific accounts – unique to one school.
Teachable Accounts – platform-wide access across multiple schools.
Make sure you’re using the correct credentials for your account type.
Login issues after domain changes
If you can’t log in after a domain revert:
Reset your Teachable Account password, or
Request a one-time passcode email from your school’s login page.
Check your spam or junk folders if you don’t see the email.
For a school-specific account:
Go to the school’s Login page.
Click Forgot password?
Follow the reset instructions sent to your email.
For a Teachable Account:
Go to my.teachable.com.
Click Forgot password?
Follow the link in your inbox.
Persistent login problems after updating your email
Logging into a school-specific account does not sync email updates with your Teachable Account.
To fix this:
Log in to your Teachable Account dashboard.
Update your email under Settings for consistent access.
How to log in to the iOS app
You must have a Teachable Account.
Your school must have Teachable Accounts enabled.
I receive an “Invalid email or password” error in the iOS app
Log in using your Teachable Account credentials. If you don’t have one, sign up for free.
I’m logged into the iOS app but can’t see my course
Course content is only available if the school has Teachable Accounts enabled.
Tip: If you don’t see your course, contact the school owner and request that they enable Teachable Accounts.
Also confirm that you’ve enrolled in the specific course—some schools allow enrollment in the school only, not individual products.
How do I contact the owner of a school?
Use the Contact form on the school’s website, or
Reply to any automated email from the school.
Provide detailed information when contacting the school owner, including:
Your name and email address used for the purchase.
A copy of your payment receipt.
A description of the problem (e.g., access issues, refund request).
How do I request a refund?
Contact the school owner directly.
If there’s no reply after three full business days, send a screenshot of your outreach to Teachable Support.
Include proof of purchase, such as your payment receipt, when contacting the school owner to expedite the refund process.
Note: Teachable defers to each school owner’s refund policy. As a SaaS platform, Teachable empowers owners to manage their own content and refund decisions. Teachable Support cannot modify student records, process refunds, or grant access to courses on behalf of school owners, as these responsibilities lie solely with the school owners.
General technical troubleshooting
If something isn’t working as expected, try these quick fixes:
Refresh your browser.
Update your browser (we recommend Google Chrome or Mozilla Firefox).
Clear your browser cache.
Disable browser extensions (some interfere with Teachable).
Check your internet connection.
Restart your computer.
Try another device to see if the issue persists.
Tip: If you’re using Firefox, ensure your privacy settings are set to Standard—otherwise, videos and course functionality may not work as expected.
Email notification troubleshooting
If you’re not receiving emails from Teachable—such as enrollment confirmations, password resets, or subscription updates—follow these steps.
Common Causes of Missing Emails
Email Filtering: Messages may be filtered into folders such as Spam, Promotions, Updates, or All Mail instead of your primary inbox.
Email Suppression: If your provider rejects multiple emails from Teachable, your address might be temporarily suppressed, halting future deliveries.
Technical Delivery Issues: Delays or interruptions can occur due to browser or provider settings.
General troubleshooting steps
Step-by-Step Troubleshooting
Check All Email Folders:
Look in secondary folders like Spam, Promotions, Updates, or All Mail for any missing emails from Teachable.
If you find Teachable emails in those folders, move them to your primary inbox to train your email provider to recognize them as safe.
Safelist Teachable's Sending Domains:
Add Teachable's sending domains to your email provider’s safe-sender or allow list.
Follow your email provider’s process for safelisting (e.g., Gmail, Yahoo, Outlook).
Re-Trigger Actions:
Clear your browser cache or use a private/incognito window to retry actions like export requests, refreshing your session to ensure proper functionality.
Common scenarios and solutions
Enrollment or subscription emails not received
Confirm the recipient hasn’t opted out of emails and that there are no verification issues.
If logs show delivery but you can’t find the email, check archived or deleted folders. Contact your provider for recovery help.
Subscription renewal during dunning period
When a student renews during the dunning period (after a failed payment but before unenrollment), Teachable treats it as a continuation. No new email is sent unless they re-enroll after full cancellation.
Suppressed email address
If your email was previously suppressed (blocked by your provider), you may stop receiving Teachable messages.
To fix this:
Contact Teachable Support to remove the suppression.
Safelist Teachable’s domains to prevent future issues.- Reach out to your email service provider to inquire about rejected messages and confirm email delivery issues.
Use confirmed email delivery messages provided by Teachable to aid troubleshooting efforts.
Preventive measures
Maintain accurate details: Keep your account email and contact info up to date.
Follow best practices: Regularly check all folders for misplaced emails and move legitimate ones to your inbox.
Engage with support: If issues persist, contact Teachable Support for further assistance.- Periodically review browser and email settings to ensure compatibility and prevent disruptions in delivery.
FAQs
What browser works best with Teachable?
We recommend using Google Chrome or Mozilla Firefox.
Tip: If you’re using Firefox, ensure your privacy settings are set to Standard—otherwise, videos and course functionality may not work as expected.