Troubleshoot worksheet creation and export

Worksheet access is unavailable

• Individual user: sign in with the purchasing account and check Pricing or Billing for subscription status.
• Institution user: switch to the institution that assigned your Educator, Administrator, or legacy Member role.
• Ask an institution admin to confirm the plan is active and the purchased capacity covers seat-carrying members.
• A Developer role alone does not include an institution worksheet seat.

Generation fails or reaches a limit

1. Confirm every topic row has a grade, available topic, difficulty, and valid problem count.
2. Remove a row and retry to identify whether one selection is causing the failure.
3. If the app reports a monthly limit, wait for the next billing period or contact support with the exact message.
4. If the service is temporarily unavailable, keep the same selections and retry later; do not repeatedly click Generate while a request is still running.

Print or PDF output looks wrong

• Use Paper preview and scroll through the whole worksheet before export.
• Try one column, smaller text, or compact workspace when formulas wrap or pages are too long.
• In the browser print dialog, check paper size, orientation, margins, and scale.
• If Download PDF fails, try browser Print → Save as PDF as a temporary alternative.
• Open the saved file rather than relying only on the browser preview.

Recent history is missing or will not open

• Use the same signed-in account that generated the worksheet.
• Only the five newest successful generations are retained; older entries are removed automatically.
• Refresh once and retry Open. If it still fails, use an exported copy or regenerate the topics.
• History is best-effort and is not a long-term backup.

Prepare a safe diagnostic

• Record the page, approximate date and time with time zone, browser and device, and exact visible error.
• Say whether this is a personal account or institution and, if relevant, provide only the institution name and your role.
• Describe the selected grade/topic and number of problems without including learner information.
• Never send a password, raw API key, payment-card data, or student personal information.

• Contact support safely