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.

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 has special characters or non-English text in its name — for example: デザイン+講座.png or banner#final.jpg.

To fix it:

File naming tips: use simple lowercase names (a–z, 0–9, -), avoid spaces, emojis, symbols, or non-English characters, and keep names short and clear.

If your school and product are published but the product isn't displaying:

This usually happens when a Pricing block has been added to your sales page but no pricing plan has been selected. To fix:

Publishing a product does not automatically take your school online. To update your school's visibility, go to Settings > General and toggle your School status to Online.

Important: This action is permanent and cannot be undone. Export any important data — including user information and transaction reports — before proceeding.

Payout timing depends on your school's payment gateway:

Teachable Payments — choose a daily, weekly, or monthly payout schedule from your Teachable Payments dashboard in Sales > Payment Settings. See Get paid with Teachable Payments for more.

Custom Payment Gateway — payouts are handled directly by your connected Stripe account. Log in to your Stripe dashboard to manage payout settings.

Your Total Sales reflect the full purchase price, while your earnings reflect the amount after deductions. Common reasons your payout is lower than gross sales:

See Get paid with Teachable Payments for a detailed explanation of how payouts are calculated.

For schools on Teachable Payments, billing and payment method updates are managed through the Stripe Customer Portal — not the Teachable billing page. Students can access it via the link in any receipt or billing email from the school, or through their account profile.

See Manage your subscription for a full guide to the Stripe Customer Portal.

To log in, visit your school's URL and click Login, or go to my.teachable.com if your account uses Teachable Accounts.

Tip: Make sure you're using the correct credentials for your account type — school-specific accounts (unique to one school) vs Teachable Accounts (platform-wide access across multiple schools).

If you can't log in after a domain revert, reset your Teachable Account password or request a one-time passcode from your school's login page. Check 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?, and follow the reset instructions.

For a Teachable Account: go to my.teachable.com, click Forgot password?, and follow the link in your inbox.

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 and update your email under Settings for consistent access.

Log in using your Teachable Account credentials. If you don't have one, sign up for free at teachable.com.

Course content is only available if the school has Teachable Accounts enabled. If you don't see your course, contact the school owner and ask them to enable Teachable Accounts. Also confirm that you've enrolled in the specific course — some schools allow enrollment in the school only, not individual products.

Contact the school owner directly first — they can process refunds from their admin. If you don't receive a response within three business days, or if you need additional help, contact Teachable Support using the chat button below.

See Request a refund for Teachable's full refund policy and what to include in your request.

If something isn't working as expected, try these quick fixes:

Tip: If you're using Firefox, ensure your privacy settings are set to Standard — otherwise, videos and course functionality may not work as expected.

If you're not receiving emails from Teachable — such as enrollment confirmations, password resets, or subscription updates — follow these steps.

Email filtering — messages may be filtered into 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

Technical delivery issues — delays can occur due to browser or provider settings

Check all email folders — look in Spam, Promotions, Updates, or All Mail for emails from Teachable. If found, move them to your primary inbox.

Safelist Teachable's sending domains — add Teachable's domains to your email provider's safe-sender list.

Re-trigger the action — clear your browser cache or use an incognito window and retry the action that should have sent the email.

Confirm the recipient hasn't opted out of emails and that there are no delivery issues. If logs show delivery but the email can't be found, check archived or deleted folders.

When a student renews during the dunning period (after a failed payment but before unenrollment), Teachable treats it as a continuation. No new enrollment email is sent unless the student re-enrolls after full cancellation.

If an email address was previously suppressed, Teachable messages will stop being delivered. Contact Teachable Support to remove the suppression, and safelist Teachable's domains to prevent future issues.

We recommend Google Chrome or Mozilla Firefox. If you're using Firefox, ensure your privacy settings are set to Standard — otherwise, videos and course functionality may not work as expected.