Support and status

Use the contact page and choose the topic that fits. Include what you were doing, the device and browser, and a screenshot if you can. That lets us help in one reply.

We aim to reply within a few working days. This is a small team, not a call centre, and we do not promise a fixed response time. Payment problems are looked at first.

Not at the moment. Support is by the contact form so that every case is written down and nothing gets lost.

The page address, what you expected, what happened, your device and browser, and the steps to repeat it. A screenshot helps a lot.

Choose the topic A payment or refund, and include the payment reference from your receipt or bank message. Keep the reference safe. We will check it against the payment record.

The refund policy lists when a refund applies and how long it takes. Write through the contact page with your payment reference and we will respond with a decision and the reason.

Open Settings and use Delete my profile and data. It removes what NextPrep keeps on this device. For anything we hold elsewhere, such as a newsletter address, write to us and we will remove it.

Please use the contact page with the topic A security concern, and read the security page first for how to report it responsibly.

Choose A complaint or grievance on the contact page. The grievance page explains what happens next and how to escalate.

We can explain what each term includes, but we cannot tell you how many weeks you will need. The recommendation on the welcome screen and the study plans give a sensible starting point.

A live check, run from your browser, that the NextPrep service responds, plus a list of the parts of the product and what each depends on. It reports what it can measure and nothing more.

No. We do not have independent monitoring yet, so we do not publish uptime figures we cannot back up. When monitoring is in place, history will appear here.

Tell us through the contact page with the page address and your browser. Some problems only affect certain devices or networks.

Your device may have lost its connection. Practice and flashcards you have already opened keep working, and they sync nothing, so you will not lose progress.

Progress is saved in your browser, not on our servers, so an outage on our side does not erase it.

Notices will be posted on this page and, where it matters, in the app. There is no maintenance scheduled right now.

On this page, newest first, with what happened, who was affected and what we changed. There are none recorded yet.

Payments run on our payment provider's systems. If checkout fails, check your bank and the provider's own status, then write to us with the payment reference.