Troubleshooting & FAQ
Step-by-step fixes for the issues we see most often.
The microphone isn't working
Browsers ask for microphone permission the first time PhonicsPath tries to record. If you accidentally clicked Block, the recording button stays greyed out.
- 1Click the lock or info icon in the address bar (left of the URL).
- 2Find the 'Microphone' setting and change it from Block to Allow.
- 3Refresh the page. The microphone button should now be green.
- 4On iOS Safari: open Settings → Safari → Microphone and make sure it's set to Ask or Allow. Then return to PhonicsPath and refresh.
- 5On Android Chrome: tap the lock icon → Permissions → Microphone → Allow.
A recording I just made is missing
- 1Wait 30 seconds — slow connections can take that long to upload.
- 2Refresh the page.
- 3If it's still missing, ask the child to redo the recording. Failed uploads are rare but happen on flaky Wi-Fi.
I forgot my password
- 1On the sign-in screen click 'Forgot password?'.
- 2Enter the email you signed up with.
- 3Check your inbox for a reset link (and check spam if it's not there within 5 minutes).
- 4The link expires after 1 hour. Click it, set a new password, and sign in.
A billing payment failed
- 1Open Billing in the admin portal.
- 2Click 'Manage billing portal' to update the card on file.
- 3Click 'Pay now' on the failed invoice line to retry the charge immediately.
- 4Automatic retries continue for 7 days; the practice keeps working as normal during that grace period.
Quick FAQ
+Which browsers are supported?
Latest Chrome, Edge, Safari, and Firefox on desktop. Safari and Chrome on iOS and Android. Internet Explorer and very old browser versions are not supported.
+Can my child use PhonicsPath without me in the room?
Technically yes, but we strongly recommend an adult sits nearby for the first few sessions to model the recording flow and reassure the child. Once they have the rhythm they can usually run sessions independently.
+Does it work offline?
No. PhonicsPath needs a live internet connection because recordings are scored on our servers. A short connection drop is fine — recordings made offline are queued and sent when the connection comes back.
+How do I switch the child between two devices?
There's nothing to switch. Sign in to the parent portal on the new device and the child's path picks up exactly where it left off.
+Can two parents share an account?
Yes. Each parent gets their own sign-in but they see the same children and messages. Ask your clinician to send a second invite to the other parent's email.
+How do I export my practice data?
Practice owners go to Settings → 'Data export' → 'Request export'. We email a download link within 24 hours.
+How do I delete my account?
Email support@phonicspath.app from the address on the account. We confirm via reply, then delete within 30 days. Practice owners need to cancel the subscription first to avoid further charges.