Technical support
Getting help when something stops working
Most issues on Pokypyu resolve within 4 hours of being reported — but finding the right channel matters.
Máiréad, a learner from Sligo, spent 45 minutes trying to reset her account before she found the direct email. We built this page so that does not happen to you. Below are the 3 ways to reach us, and the answers to the 6 questions our support team hears most often.
Common questions answered
These are the 6 situations that account for 8 out of every 10 support requests we receive. Read through before sending a message — you may have what you need in under 2 minutes.
Password reset is not arriving in inbox
Check your spam folder first — email clients in Ireland frequently route automated messages there. If nothing appears within 8 minutes, try the email address you registered with rather than an alias. Still nothing? Write to help@pokypyu.info with your registered name and we will reset it manually within the hour.
A lesson video stops loading mid-way
This is almost always a browser cache issue. Clear cache and cookies, then reload. If you are on a mobile connection, the minimum recommended speed for our video lessons is 5 Mbps.
Switching to Wi-Fi resolves the problem in roughly 9 out of 10 cases where mobile data was the original connection.
Budget analysis lessons work best on a stable connection with a screen wide enough to read figures clearly.
Completed modules not showing as finished
Progress saves when a lesson reaches its final frame and you stay on the page for at least 3 seconds after. If you closed the tab early, the system may not have recorded completion. Open the lesson again, scroll to the end, and wait for the green tick before closing.
A charge appeared that was not expected
Pokypyu does not store payment details — all transactions go through our payment processor. If you see an unfamiliar charge, email help@pokypyu.info with the transaction date and the last 4 digits of the card used. We aim to respond to billing queries within 2 business hours.
Certificate PDF will not download
Certificates generate only after all required modules in a course are marked complete. If your progress bar shows 100% but the download button is greyed out, log out, wait 60 seconds, and log back in.
This clears a session state that occasionally sticks. If the problem continues, send us your course name and we will generate the file directly.
Changing the registered email address
Email address changes require identity confirmation for security reasons. Send a request from your current registered address to help@pokypyu.info, include the new address you want to use, and we will process the change within 1 business day.
Still not resolved after reading through
Write to us directly. Describe what you were doing when the issue appeared, which browser or device you were using, and any error message you saw. The more specific the description, the faster we can trace the cause.