The app won't open or can't connect

The app keeps telling you "Try again", and you've tried ten times? Don't worry, the fix is usually simpler than you think.

The 30-second fix

1. Open any website on the same device. If it won't open, the problem is your internet, not Hessety.
2. Try another network: switch from Wi-Fi to mobile data, or the other way round.
3. Close the app completely (not just leave it), and open it again.
4. On the screen with the problem, pull down to refresh, or press "Try again".

If you see "You're offline. Check your connection and try again."

Your device isn't connected to the internet at all.

• Make sure airplane mode is off.
• Make sure Wi-Fi or mobile data is on, and that your data plan hasn't run out.

If you see "We couldn't reach Hessety. Check your internet and try again."

Your internet is working, but the app can't reach Hessety.

• Turn off any VPN or app that changes your connection, and try again.
• A school or work network might block some websites. Try your mobile data.
• Your device's date and time must be right. Set them to "Automatic" in your settings.
• On Windows: if you have antivirus software or a firewall, allow Hessety to connect to the internet.

If you see "The service is down right now. Try again in a bit."

Hessety is under maintenance, or there's a problem on our side. Nothing's wrong at your end. Wait a little and try again.

If you see "Something went wrong."

Close the app and open it again. If the message comes back in the same place, let us know exactly what you were doing.

If you see "You've been signed out on this device. Sign in again to continue."

This isn't a fault: your account was signed out of this phone because the password was changed, someone pressed "Sign out of all devices", or the email was changed. Sign in again with your account. If you don't know who did it, change your password from Forgot your password, or want to change it.

If you see "Update the app"

The version you have is old. See The app is asking for an update.

If the problem is only in the lesson

Seeing "We couldn't reach the video service" or "Connection lost" while you're in a lesson? See Weak or dropping internet.

Still not working?

• Don't stop your lesson: teach from the browser until we sort it out. Go to hessety.com, open Account, and click "Start lesson" on the class's card. See Teach from the browser, nothing to install.
• Email us at [email protected], and tell us your device, the exact error message, and the version number at the bottom of Account ("Hessety · Version").