When something is not working

Organized by what you are seeing.

Signing in and getting started

I paid but I cannot get in

Sign in at skhillzscript.com/signin with the email address you paid with. If it does not recognize you, the usual cause is a different address than the one on the receipt.

If you never got a confirmation email, check the spam folder for a message from Skhillz Script. It is sent from an address ending in @skhillzacademy.org, because Skhillz Academy is the company behind Skhillz Script. If it is not there either, write to support@skhillzacademy.org.

It says I am not subscribed, but I paid

Payment and access are joined up automatically, but it happens moments after the card clears rather than instantly. Refresh the page once.

If it still says so after a minute, do not pay again. Write to support@skhillzacademy.org with the date and amount, and it will be fixed without a second charge.

My child cannot get past the PIN

The PIN is four to six numbers and you chose it when you added them. There is no way for your child to recover it themselves, and that is on purpose. You can have it changed by writing to support@skhillzacademy.org.

While they are writing

Every score is low

Check the tool first.

• A mouse produces bad handwriting from a competent adult. Expect scores in the 40s and 50s regardless of ability.
• A finger on a tablet is better than a mouse and worse than a stylus.
• A stylus is what the scoring was built around.

If it is a stylus and scores are still low everywhere, read what the scores mean and look at which of the three measures is actually failing. Low placement and low accuracy are different problems.

My child says the score is unfair

Open progress and look at the five individual attempts for that target. Usually one of two things is true:

• They passed and did not notice. The pass is on the average of the five, not on the last one.
• They are right. If accuracy is high and placement is low, the letter really did look good, and the mark came off for where it sat. Say so out loud. Then read the letter heights section together.

The demonstration will not play

Press Replay Model. If nothing happens, reload the page. If it plays on another device but not this one, it is this device, and the fastest thing is to finish the session elsewhere.

The writing area ignores the stylus

Check that palm rejection is on, if the tablet has it, and that the child is not holding the stylus button down. Then reload. Nothing already submitted is lost by reloading.

The effects are too much for my child

Turn on Reduce celebration effects. It removes the effects, the celebration and the movement in one action, and the program keeps every teaching feature. Some children work much better without any of it, and choosing plain is not giving anything up.

Progress and levels

Their work has disappeared

Three usual causes, in order of likelihood.

1. Wrong child. The progress page is per child. Check the selector at the top.
2. A different device, offline. Work stays on the device it was done on until that device is online again. Open the same device.
3. School, not home. If they also use it at school, that is an entirely separate record belonging to the school and it never appears here.

They are stuck on one letter

That is the program doing its job rather than failing. Read what the scores mean and work out which measure is low, then go back to the demonstration or to letter heights depending on the answer.

If they are frustrated, drop back to a letter they have already passed and let them have a win. Passed letters can be practiced again any time and can never be lost.

The next level will not open

Levels open in order and the previous one has to be finished. Open progress and look for targets still under 70. Those are what is holding the door.

The certificate is not there

It appears when Level 6 is finished, not Level 7. Level 7 is open practice with nothing after it, so it is not part of the certificate.

The name on the certificate is wrong

It comes from the first name you typed when you added the child. Write to support@skhillzacademy.org and it will be corrected, and the certificate will carry the corrected name.

Money

I want to cancel

Write to support@skhillzacademy.org. It ends at the end of the period you have paid for, and your children's work is kept.

I was charged when I added a child

That is the extra place, prorated to your renewal date. See your account. If the amount does not look right, ask, and include the date.

Something looks wrong on my bill

Write to support@skhillzacademy.org with the date and the amount. A person reads it.

Still stuck

Email support@skhillzacademy.org and include the child's first name, the device and browser, and what you expected against what happened. Those three things are the difference between an answer today and a week of back and forth.