Troubleshooting

Start here if something on HeyLoopy is not behaving the way you expect. Most issues land in one of the ten patterns below. Each section names the symptom, the likely cause, and the fastest fix. If none of these match, jump to Get support .

I did not get a Daily Loop today

A few common reasons:

• Today is not a training day for your team. Admins set which weekdays training happens on. See why no drill today for the full checklist.
• You have already mastered every active lesson. Loopy will not invent filler. New drills appear when you join a new module or your team publishes one.
• Your timezone does not match the team timezone. Drills are scheduled in the team’s working hours, not yours. Mid-flight travel is the usual culprit.

A drill looks wrong, or the answer feels off

Use Report a question from inside the drill. The drill is paused for everyone on your team while an instructor reviews it, so you are doing the whole team a favour. See How to report a question .

My streak disappeared

Streaks count training days you actually answered a drill. Travel days, holidays, and team-wide non-training days do not break the streak. If you genuinely missed a training day, the streak resets and the schedule continues; you have not lost any mastery. See what happens if I miss a day .

I cannot log in

Most login failures are one of three things:

1. Wrong workspace URL. Confirm you are on your team’s HeyLoopy URL, not a different team’s.
2. Wrong password. Use the password reset link on the login page.
3. The invite expired before you clicked it. Ask your admin to resend.

Full walkthrough: How to log in and How to reset your password .

The invite email never arrived

Check spam and quarantine first. If it is genuinely missing, the admin can resend the invite from the team admin area. See How to invite users .

My module did not publish

A module needs at least one lesson with at least one drill before it can publish. The publish button stays disabled until those minimums are met. The most common miss is a lesson saved as draft and forgotten.

My stats look wrong

The dashboard refreshes after each completed drill, not in real time during one. If a number looks off, complete the current loop and reload the page. See How to view your stats .

A drill is asking the same question twice in a row

This is by design when a recent answer was wrong. The schedule pulls the missed drill back into the near term so you get the chance to recover the answer before it slips further. The interval lengthens again as soon as you get it right.

The site looks broken on my phone

HeyLoopy runs in a mobile browser; there is no native app to install. If layout is off, do a full reload (close the tab and reopen the URL) and confirm your browser is reasonably current. Saving the URL to your home screen gives you a near-native experience.

Practice mode is not saving my progress

Practice mode is for self-directed review and is not part of the spaced-repetition schedule. It will not advance mastery on a lesson; that only moves through the Daily Loop. See How to use practice mode .

Still stuck

Send us a note . Include the URL of the page where the problem happened, what you expected, and what you actually saw. That is usually enough for us to find the issue inside an hour.