How to report a problem in Prodigy

To report a problem in Prodigy, go to the Prodigy help centre, find the article that matches your problem, and use the contact or submit a request option on that page to send your report. Include the account type, the device and browser or app you are using, and exactly what happened, plus what you already tried. A clear report gets a faster and more useful answer than a short message that only says the game is broken. This guide shows where to report, what to write, and what to check first so you do not wait days for an answer to a problem you could fix in minutes.

Check this before you report

Most Prodigy problems are local, so a few quick checks can save you a support wait. First, check your internet connection and try a different network if you can, because the game needs a steady connection and a weak signal looks like a game fault. Next, refresh the page or close and reopen the app, then sign out and sign back in, because a stale session causes more errors than a real bug. If the problem is only on one device, try a second device or browser to see whether the problem follows the account or stays with the device. Also check that the browser or app is up to date, and clear the browser cache if the game loads halfway and then stops. Write down what you tried and what happened at each step, because support will ask, and your notes become the first half of your report.

Where to report the problem

Start at the Prodigy help centre, which you can reach from the Prodigy website footer or by searching for Prodigy help online. Search the help centre for your problem first, because login errors, class codes, and payment questions already have step by step articles there, and following one may fix your problem at once. If no article fits, use the contact option or submit a request form on the help centre page, and choose the category closest to your problem, such as technical issue, login problem, or billing. Teachers reporting a class problem should send the report from the teacher account, and parents should report from the parent account, because support checks the account type before it can look at class or membership details. Never send your password in a report, and never share a child full name, school name, or class code in a public post or comment when you are asking for help.

What to include in your report

A good report answers five questions. One, who is affected: a parent account, a teacher account, or a child account, and the username if you know it. Two, what happened: the exact error message, word for word, or what you saw on screen instead of what you expected. Three, when it happened: the date and time, and whether it happens every time or only sometimes. Four, where it happened: the device, the operating system, the browser and version, or the app version, and whether the same problem happens on another device. Five, what you already tried: refreshing, signing out and back in, trying another browser, or clearing the cache. Add a screenshot of the error if you can, with any personal details cropped out. A report with these five answers lets support reproduce the problem instead of asking you for the same details back and forth.

What happens after you send it

After you submit a report, you should get an automatic reply confirming it arrived, usually with a ticket or reference number. Keep that number, because every follow up should quote it so your messages stay on the same case. Support replies are usually in order of arrival, so a second message asking for news will not speed things up and may push your case back in the queue. While you wait, do not keep changing settings or reinstalling the app unless support asks you to, because each change makes it harder to tell what fixed the problem. If the problem stops a child from playing at all, let the child use a different device or a paper activity in the meantime, and note the lost time in your follow up if the problem affects a paid membership. If you hear nothing for several working days, reply to the confirmation email with your reference number and a one line update, rather than starting a new report.

Problems you can fix yourself

Some problems do not need a report at all. A login that fails is often a wrong password or a wrong login method, such as using Google login for an account created with email, and the fixes are covered in Prodigy Google login problems. A class code that does not work is often a mistyped code or a code from a different class, and the checks are in Prodigy class code not working. A password that will not reset usually means the reset email went to a different inbox or to spam, and the steps are in Prodigy account passwords guide. Only report a problem after you have tried the matching guide and the problem is still there, and say in your report that you already tried those steps, so support starts from the right place instead of sending you the same guide again.

Frequently asked questions

Related guides

• Prodigy Google login problems
• Prodigy class code not working
• Prodigy account passwords guide

This site is an independent guide. It is not the official Prodigy site, and it is not affiliated with Prodigy Education.