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I'm experiencing an error, what do I do?

May Nguyen avatar
Written by May Nguyen
Updated over a week ago

We’re truly sorry that you’re experiencing issues with Speak. We know how frustrating that can be, and we’re here to help. Below are some troubleshooting steps — many of which have helped other users resolve similar problems on their devices.

🔧 Basic Troubleshooting

Start with these quick and easy steps:

  1. Quit the app completely

    1. On Android:

      1. Tap ||| to access app switcher mode

      2. Swipe up on the Speak app’s preview to fully close it.

    2. On iPhone:

      1. Swipe up from the bottom of the screen to access app switcher mode

      2. Swipe up on the Speak app’s preview to fully close it.

  2. Delete and reinstall the app from the App Store or Google Play

🛠 Advanced Troubleshooting

If the basic steps didn’t solve the issue, try the following:

  1. Remember your account login method

    1. Profile → Settings → Manage Account → check your login method and credentials

  2. Log out of your account

    1. Profile → Settings → scroll down → Log out

  3. Delete and reinstall the app from the App Store or Google Play

  4. Restart your device

  5. Check for updates

    1. Make sure you're using the latest version of the Speak app

    2. Also, check that your device’s OS is fully up to date

  6. Switch your internet connection

    1. Try toggling between Wi-Fi ↔️ mobile data to see if the issue persists

🚨 Still Having Issues?

If the issue continues after trying these steps, it’d be super helpful if you could share just a bit more info so our team can look into it more effectively. We totally understand this can be a bit of a hassle, and we truly appreciate anything you’re able to share:

  1. How to report an issue:

    1. In a lesson: Tap the flag icon to report directly

    2. From the app menu: Profile → Settings → Support Center → Send us a message

  2. Helpful info to include:

    1. What device are you using? (e.g. iPhone 13, Samsung Galaxy S22)

    2. The name of the course where the issue occurs (e.g., Survive Speaking: Beginner 2, DAY28, Speaking Practice)

    3. A brief description of what’s going wrong

    4. A screen recording or screenshot of the issue is incredibly helpful

    5. Include any relevant circumstances, like when or how often it occurs or if something seems to trigger it. The more details you provide, the easier it will be for our team to diagnose and address the issue.

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