Troubleshooting Guide

Problem:

You see "403. That's an error. We're sorry, but you do not have access to this document."

Cause:

The video file on Google Drive doesn't have public sharing permissions enabled.

Solution:

1. Open the video in Google Drive
2. Right-click the video file → Select "Share"
3. Under "General access", change from "Restricted" to "Anyone with the link"
4. Set permission level to "Viewer"
5. Click "Done" and refresh the Snappy English page

Problem:

Dropbox videos show an error or won't play.

Cause:

The Dropbox file doesn't have link sharing enabled or the link format is incorrect.

Solution:

1. Open the file in Dropbox
2. Click the "Share" button
3. Click "Create a link" if you haven't already
4. Ensure "Anyone with the link can view this file" is enabled
5. Copy the share link and paste it in the video URL field
6. Refresh the page to see if it works

Problem:

Character voices (Barnaby, Albert, etc.) are not speaking or audio is muted.

Cause:

Browser audio permissions may be blocked or device volume is muted.

Solution:

1. Check your device volume is turned up
2. Click the speaker icon in your browser address bar
3. Ensure audio is not blocked for this site
4. Try clicking the speaker icon next to text to trigger audio
5. Refresh the page and try again

Problem:

Pages are blank, idioms won't load, or you see spinning loaders indefinitely.

Cause:

Internet connection issues or browser cache problems.

Solution:

1. Check your internet connection
2. Hard refresh the page (Ctrl+Shift+R or Cmd+Shift+R)
3. Clear your browser cache
4. Try logging out and logging back in
5. If problem persists, contact support at hello@intuitiveenglish.co.uk

Problem:

When trying to upload an image, you get an error or nothing happens.

Cause:

File may be too large or in an unsupported format.

Solution:

1. Ensure image is in JPG, PNG, or WebP format
2. Reduce image file size (max 5MB recommended)
3. Check your internet connection
4. Try a different image file
5. Use an image compression tool like TinyPNG.com first

Problem:

You upgraded to premium but still see "Upgrade Now" prompts or locked content.

Cause:

Your user session needs to be refreshed after the upgrade.

Solution:

1. Log out of Snappy English completely
2. Close all browser tabs
3. Log back in
4. Your premium status should now be active
5. If still not working, contact support with your email

Problem:

The pronunciation practice feature says "Microphone access denied" or doesn't detect speech.

Cause:

Browser microphone permissions are blocked.

Solution:

1. Click the microphone icon in your browser address bar
2. Select "Always allow snappyenglish.com to access your microphone"
3. Refresh the page
4. Test your microphone in another app to confirm it works
5. On mobile: Check Settings → Safari/Chrome → Microphone