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.
For students
Gifted Course Access Problems
When a product is gifted on Teachable, the recipient receives a gift redemption email with signup instructions. If the email cannot be found:
Go to your school admin and locate the transaction.
Use the "Resend gift redemption email" option—this is often found alongside the "Resend Receipt" button.
After resending, remind the recipient to check their inbox and spam folder. This process ensures recipients can access their gifted courses.
Resolving Issues with Mistyped Email Addresses
If a student uses an incorrect email address when purchasing a course (e.g., a typo in their email), the confirmation email and access will be tied to the wrong email. To resolve this:
Locate the original purchase under the incorrect email in the school admin panel.
Depending on the situation, choose one of the following options:
Refund the purchase linked to the incorrect email, allowing the student to repurchase with the correct email.
Manually enroll the student’s correct account into the purchased course, bypassing the need for a re-purchase (ideal if they do not need a receipt tied to the correct email). These steps ensure that proper access is granted even in cases of purchasing errors.
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
General Access Instructions
If you didn’t receive an enrollment email after signing up for a course, you can still log in directly to the school’s site to access your courses.
Visit the school’s login page.
Use the email address associated with your account.
Once logged in, check for your enrolled courses.
As an additional step, the school admins can send a direct welcome message with instructions to assist students who may be experiencing email delivery issues.
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?
If you purchased a course, check your purchase receipt or confirmation email, which often includes a link to contact the owner. The school owner can confirm your enrollment, provide or restore access, and resend missing emails.
Use the Contact form on the school’s website, or
Reply to any automated email from the school.
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.
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.
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
Troubleshooting Missing Enrollment Confirmation Emails
If the enrollment confirmation email did not arrive after purchase, try the following steps:
Double-check the inbox of the email address used at checkout.
Search all folders, including spam and promotions folders.
Add "teachable.com" to your safe sender list to ensure future delivery.
Use the "Forgot Password?" option on the login page to reset your password. This helps to confirm your account.
Note: Access may remain restricted if account confirmation is incomplete due to the missing email, so ensure that the correct email is used.
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.
How do I contact Teachable Support?
Open the messenger, or write support@teachable.com.