Get unstuck and return to your next question.
Use these steps for the most common Prepward account, access, study, and device issues. If the problem remains, our support team can investigate.
Keep support messages safe. Include only non-sensitive details. Never send passwords, one-time codes, full card numbers, security codes, patient information, or confidential examination content.
1. Sign-in issues
- Confirm that you are using the email address associated with your learner account.
- Request a new one-time code and use the newest code before it expires.
- Check your spam, junk, promotions, or filtered inbox folders.
- Do not share the code with anyone, including someone claiming to provide support.
- If the browser is stuck, reload the page, try a private window, or try a current browser with cookies enabled.
If you still cannot sign in, contact support@barozelabs.com with the account email and approximate time of the failed attempt. Never include the one-time code.
2. Paid access and premium status
Paid access is linked to the learner account used during the purchase. After a successful checkout or store purchase, sign out and sign back in with that same account. Do not create a second account or repeat the purchase while the first transaction is being investigated.
Web purchases are processed through Stripe Checkout when web checkout is enabled. Mobile purchases are processed through the applicable Apple App Store or Google Play flow. The relevant payment event, checkout session, or store receipt must be verified before access changes.
If premium access is still missing, send support the account email, platform, approximate purchase date and time, and the non-sensitive Stripe, Apple, or Google order reference. We never need your full card number or one-time code. Refund information is available on Refunds and access.
3. Study plan, questions and progress
My daily plan does not look right.
Review your intended exam date, daily minutes, and time zone in your learner profile. The plan also reflects completed work, answer history, review timing, and the currently published question pool. It is a planning aid, not an official readiness assessment.
A question or rationale looks incorrect.
Use the in-app feedback control when available, or email support with the question reference, platform, and a description of the issue. Do not copy real examination content, patient information, or confidential material into the report.
My progress or bookmarks are missing.
Confirm that you are signed into the correct account and allow the current session to finish synchronising. If you recently used offline study, reconnect to the internet and reopen the learner experience. Contact support if the data is still absent; include the affected feature and approximate time without sending private study exports.
4. Mobile and synchronisation
The supported web and mobile experiences are intended to use one learner account. Online synchronisation may be required to verify access, download a study package, upload queued answers, or refresh progress from another device.
Keep the app current, use a stable connection for the first sign-in and synchronisation, and avoid clearing app data until queued work has synced. Offline packages are convenience features and are not a permanent archive of your account.
When reporting a mobile issue, include the platform, app version, device model if relevant, affected screen, and approximate time. Do not send device secrets, authentication codes, or personal health information.
5. Account deletion
Use the deletion control in the authenticated learner app under Settings. Once the request is accepted, access is disabled and the account is queued for completion within 30 days. Read Account deletion for the full process and limited retention exceptions.
If you cannot sign in, email privacy@barozelabs.com. We may need to verify your request before taking action.
6. Contact support
Email support@barozelabs.com for account, access, payments, technical issues, or product feedback. For privacy, GDPR, KVKK, data-access, or deletion requests, use privacy@barozelabs.com.
Include the account email, platform, route or feature, expected result, actual result, approximate time, and any non-sensitive reference number. For a broader list of contact options, visit Contact Prepward.