Troubleshooting

Most problems have a quick fix. Find your symptom below.

I didn't get my verification email

• Check your spam or junk folder.
• Make sure you're checking the same email address you signed up with.
• Remember you can click the link in the email or enter the 5-digit code - either works.
• The link and code are single-use and expire after about 10 minutes - tap Resend code to get a fresh email (available after a short countdown).
• Still nothing? Wait a moment and resend, then contact Support.

Why am I being asked to verify again?

PEN Play remembers each device for about 90 days, so you normally verify only once per device. You'll be asked again if you're on a new device or browser, the 90 days have passed, or you've cleared cookies or are using private/incognito mode. This is expected - just verify again with the link or code. See Signing in & account security.

I can't sign in

• Double-check your email and password.
• If you signed up with Google, use Continue with Google rather than a password.
• Forgot your password? Use Forgot password on the sign-in screen - see Signing in & account security.
• If you're told to link accounts, follow the prompt to sign in with the other method once - after that either method works.

My child can't play

This is almost always a seat or subscription issue:

• Confirm your subscription is active or trialing on your Billing page.
• Confirm the child has a seat, and that the seat is assigned to that child.
• If a seat was removed or the plan lapsed, restore it and the game access returns. See Subscription & billing.

The QR code won't scan

• Make sure the code is fully visible, well lit and not too small.
• Hold the device steady and give it a moment.
• Still stuck? Use Paste Child ID instead - copy the ID from the portal and enter it in the game. See Linking the Whartels game.

The portal is in the wrong language

Use the language switcher in the top bar to choose English or Afrikaans. Your choice is saved for next time - see Finding your way around.

The payment screen asks me to pay

Payments are in testing mode, so you won't be charged. Choose Success in the popup, then Pay ZAR 1 to complete the test. See Subscription & billing.

My teacher/therapist access says "pending"

Your institution membership needs to be approved. Your settings page stays open while you wait - ask your school or practice administrator to approve you, or contact Support.