I purchased a course or product but cannot find it.

Start with these checks:

1. Confirm that you are using the same email address used when the purchase was made.
2. Check the purchase or receipt email for the access or download link.
3. Use the Login option in the main SFWH website navigation and check your purchased content.
4. Check spam, junk and promotions folders for the purchase email.

If the purchase still does not appear, contact support with the purchaser name, purchase email, product name and order or receipt number if available.

I cannot log in to my account.

Confirm that you are using the email address associated with the purchase. If your password is not accepted, use the password-reset option presented by the login system.

If a reset email does not appear, check spam/junk folders and confirm the spelling of the email address before contacting support.

Can I access my course on another device?

Sign in on the other device using the account associated with your purchase.

If a specific downloadable application has operating-system requirements, follow the device requirements shown on that product page.

Do not share account credentials with other users.

I received a purchase email but the link is not opening correctly.

1. Copy the link and paste it directly into a current browser.
2. Try a private/incognito window.
3. Temporarily disable browser extensions that alter links, privacy settings or page content.
4. If the problem remains, send support the product name and a screenshot of the error. 

I cannot move to the next lesson or activity.

Some SFWH learning pathways use required activities or progression rules. Read the instructions shown in the current lesson and confirm that all required items have been completed.

If you believe the lesson should be unlocked but is not, refresh the page once.

If the issue remains, send support the course level, section, lesson name and a screenshot.

My quiz result is not what I expected.

First review the question instructions and answer requirements.

If the issue appears to be technical rather than a learning error, record:

• the exact question;
• your selected answer; and
• the result shown.

Send that information to support so the specific activity can be checked.

A lesson, quiz or activity is not displaying correctly.

Try these steps:

1. Refresh the page.
2. Open the page in a current browser.
3. Try a private/incognito window.
4. Turn off extensions that block scripts, embedded content or cookies.
5. Try the same page on another device or network if available.

If it still fails, include the course, lesson, device, browser and screenshot in your support request.

Can I study at my own pace?

Many SFWH online courses are structured for self-paced learning.

Some memberships, facilitated programs, organizational deployments or scheduled services may operate differently.

Follow the instructions shown on the specific product or program page.

A PDF, workbook or downloaded file will not open.

1. Delete the incomplete copy and download the file again.
2. Confirm that the download has fully completed before opening it.
3. Try opening a PDF in a current browser or dedicated PDF reader.
4. If the file is compressed, extract/unzip it before opening the contents.
5. If the same file fails on more than one device, contact support.

I cannot find the file I downloaded.

Check your browser's Downloads list and your device's Downloads folder.

On mobile devices, downloaded files may also appear in the Files app or the browser's download manager.

The file looks different or cramped on my phone.

Some worksheets, books and printable resources are designed for a larger screen or for printing.

If the layout appears compressed on a phone, try a tablet, laptop or desktop computer.

I received the wrong file or the file appears defective.

Do not repeatedly purchase the same product.

Contact support with:

• the product name;
• purchase email; and
• a short description of the problem.

If possible, attach a screenshot.

General Hemiya Support

A Hemiya tool is blank, cut off or will not load.

1. Refresh the page once and allow the embedded tool time to load.
2. Use a current version of Chrome, Edge, Safari or Firefox.
3. Try a private/incognito window.
4. Disable script blockers, strict content blockers or extensions that modify webpages.
5. Try another network if a workplace, school or public network blocks embedded content.

If the problem continues, send support:

• the exact Hemiya tool;
• device;
• browser;
• screenshot; and
• what happened immediately before the issue.

Hemiya Writing AI

Hemiya Writing AI gave feedback that seems incorrect.

Hemiya Writing AI provides automated educational feedback.

Automated feedback can be incomplete, inaccurate or different from a human instructor's correction and should not be treated as an official examination result or guaranteed assessment.

If the output appears technically broken rather than simply debatable, save the prompt or activity, the relevant response and a screenshot before contacting support.

Hemiya Speaking AI

Hemiya Speaking AI is not detecting my recording or speech.

1. Confirm that microphone permission is allowed for the site.
2. Use a quiet environment where possible.
3. If speaker audio is feeding back into the microphone, use headphones.
4. Confirm that the correct microphone is selected in your browser or device settings.
5. Refresh the page after changing microphone permission.

Speech recognition may also be affected by pronunciation, accent, background noise or recording quality.

Hemiya Reading AI

Hemiya Reading AI is not responding after I submit an answer.

Wait briefly for processing, then refresh if the interface remains unresponsive.

If the same issue repeats, try a private/incognito window or another current browser.

Include the exercise or screen where the issue occurred when contacting support.

Hemiya Listening AI

I cannot hear audio in Hemiya Listening AI.

1. Confirm your device volume is turned up.
2. Make sure the browser tab is not muted.
3. Check whether Bluetooth headphones or another output device is receiving the sound.
4. Refresh the activity and try again.
5. Test another audio source on the same device to confirm that sound works generally.

Privacy when using Hemiya

Should I submit private or sensitive information to a Hemiya activity?

No.

Do not submit:

• passwords;
• banking or payment details;
• identification documents;
• confidential third-party information; or
• other sensitive information that is unnecessary for the learning activity.

Which browser should I try first?

Start with a current version of:

• Chrome;
• Edge;
• Safari; or
• Firefox.

Very old browser versions, embedded in-app browsers and restrictive school/work networks can interfere with interactive tools.

The page works in private/incognito mode but not normally.

That usually suggests a browser extension, stored site data, cache or cookie setting is interfering.

Disable extensions one at a time or clear site-specific data, then reload the page.

The tool is cut off or difficult to use on mobile.

Rotate the device, refresh the page and try landscape orientation where appropriate.

Some assessment, worksheet or immersive interfaces are easier to use on a tablet, laptop or desktop because they contain larger interactive work areas.

The page loads at home but not at school or work.

Managed networks can block:

• embedded webpages;
• media;
• microphones; or
• external learning resources.
• Try another approved network or ask the network administrator whether the required site or embedded content is blocked.

I accidentally blocked microphone access. How do I allow it?

1. Open the SFWH speaking activity.
2. Open the site's permissions from the browser address bar. This is often shown through a lock or settings icon.
3. Set Microphone to Allow.
4. Confirm that the correct microphone is selected.
5. Refresh the page after changing the permission.

If browser permission is already allowed, check your device's operating-system privacy settings to make sure the browser itself is allowed to use the microphone.

The microphone is allowed but nothing is being recorded.

Check that the correct input device is selected.

Also try:

• disconnecting unused Bluetooth audio devices;
• closing other apps that may be using the microphone; and
• retrying in a quiet environment.

If possible, test the microphone in another recording application to confirm that the device itself is working.

My recording has echo or the tool hears its own audio.

Lower speaker volume or use headphones so playback audio does not feed back into the microphone.

Keep the microphone away from speakers and reduce background noise where possible.

I cannot hear lesson or listening audio.

Check:

• device volume;
• browser-tab mute status;
• Bluetooth/headphone routing; and
• the selected audio output device.
• Test another audio source, then refresh the SFWH activity.

Do I need a VR headset for SchoolPulse™?

SchoolPulse™ is designed as a VR experience.

Follow the equipment and participation instructions provided for the specific session, organization or deployment you are using.

The VR experience or headset will not start correctly.

1. Confirm the headset is charged and powered on.
2. Restart the headset and reopen the assigned experience.
3. Confirm controllers are connected and tracking correctly.
4. Check that the headset has the required network connection.
5. If you are in a facilitated session, ask the host staff to check the assigned device.

The controller or interaction is not responding.

Confirm controller power, pairing and tracking.

Recenter or restart the headset if required.

For an organization-hosted session, report the device number or station to the facilitator.

I feel dizzy or uncomfortable while using VR.

Stop using the headset if you feel dizzy, nauseated, disoriented or otherwise unwell.

• Follow the headset manufacturer's health and safety guidance and the instructions of the session facilitator.

Before Contacting Support

To help us investigate the issue faster, please include:

1. Account email

The email address used for the purchase or service.

2. Product or tool name

Include the exact page, lesson, assessment or Hemiya tool where the problem occurred.

3. Device

For example:

• iPhone;
• Android phone;
• tablet;
• Windows PC;
• Mac; or
• VR headset.

4. Browser

For example:

• Chrome;
• Safari;
• Edge; or
• Firefox.

If you know the browser version, include that as well.

5. Screenshot

Include a screenshot of the error, unexpected result or page where the issue occurred.

6. What happened

Briefly explain:

What did you expect to happen?

and

What actually happened?

Important privacy reminder

Please do not send passwords, full payment-card numbers, banking credentials or unnecessary sensitive information.

Still Need Help?

If the steps above did not resolve the issue, contact Simple French With Hems support.

When possible, include:

• your account email;
• relevant course or tool;
• device;
• browser;
• screenshot; and
• description of the issue.

Email: support@simplefrenchwithhems.com

Typical response time: within two business days.

For organizational, institutional, school, tutoring-centre, childcare/OSC, senior/community, partnership or media enquiries, use the main Contact page rather than technical support.