Learners

Troubleshooting and FAQ

When there's no sound, the connection drops, progress doesn't show, you need another language or the app needs updating. Common questions at the end.

Work through the steps in order. If that doesn't fix it, learners should ask their manager first. Managers can write to support@cyberact.io with the organisation's name, the device and the browser.

Sign-in problems have a guide of their own: The sign-in code doesn't arrive.

There's no sound

Check the narration button. During a lesson there's a button that says narration on or narration off. If it says narration off, tap it.
Check the setting. Narration needs to be on in your profile's settings.
Check the device. Turn the volume up and make sure the device isn't on silent. If you use headphones, check that the sound goes to them.
Reload the page and start the lesson again.

The sound icon in the top bar (Mute sounds) only silences the app's sound effects, not the lesson narration.

The connection drops

Cyberact keeps working for a while without a connection.

If the connection drops during a lesson, you see The connection dropped. You can carry on without sound, as the text still moves on, or wait for the connection to come back.
Answers you give offline are saved on your device and go to the server when you're back online. Keep the app open, or open it again once you're connected.
Signing in needs a connection, because the code comes by email.

If you sign out before all your answers have been sent, they wait on the device; they aren't lost.

I use more than one device

You can use Cyberact on your phone and your computer at the same time. Sign in on each with the same work email. Your progress is saved on the server and shows on all your devices.

The daily quiz reminder belongs to one device. Turn it on on each device you want reminders on.

Changing the language

The app: open Profile and choose Language. The app and the lessons change straight away.
A more casual voice: turn on Relaxed narration in your profile.
The Users and access page and the sign-in page: there's an FI | EN switch at the top of the page.

An invitation is sent in the language the inviter was using on the Users and access page.

Progress doesn't show

As a learner

Check that you signed in with the same email address as before.
If you've been offline, wait for the connection to come back and reload the page.
A lesson counts as completed once you've finished its quiz. A lesson you left half-way doesn't show as completed.

As a manager

The manager console shows the completions recorded on the server. Reload the page to get the latest figures.
A completion shows only once the lesson has been done, quiz and all, and the learner's device has been online.
Boss battles don't count as completions.
An invited person shows as active only after they first sign in.
The leaderboard only shows people who have joined it themselves.

Updating the app

Cyberact updates itself. A new version reaches your device within a day of its release.

A new version is available. This notice appears at the top of the screen when a newer version has been released since you opened the app. Press Refresh to get it straight away. If you're in the middle of a lesson, finish it first and refresh then. The cross hides the notice.

An update once a day. Once a day the app checks whether a newer version is out and updates itself. It only does this on the home screen, a path or your profile, never in the middle of a lesson, a video, a quiz, a boss battle or the daily quiz, and never without a connection. When a fix has to reach everyone at once, the app updates the next time you're on one of those screens.

Update the app. If the app behaves oddly or looks out of date, open Profile, scroll to the bottom and press Update the app. It sends your waiting answers to the server, fetches the latest version, empties the app's cache and reloads the page. It only works while the device is online.

Your progress and settings are kept. Updating doesn't sign you out or remove your progress or settings. If an answer hadn't reached the server before the update, it waits on your device and goes when the connection works.

Other situations

I see Too many attempts. Up to five codes an hour can be asked for one address. The message also appears after many wrong codes from the same network. Wait a little and try again.

The invitation link doesn't work. The page tells you why: the invitation has expired, it has been withdrawn, a newer one has been sent to you, or it has already been accepted. In the first two cases, ask your manager for a new invitation. If a newer one has been sent, use the link in the latest email. If it has already been accepted, sign in at app.cyberact.io.

I see Next lesson tomorrow. The free plan has one lesson a day. The daily quiz is still open.

I see Something went wrong. Press Reload. Your progress is safe.

The app looks out of date. Open Profile and press Update the app at the bottom of the page. See Updating the app.

How do I sign out? Open Profile and press Sign out.

Common questions

How long is a lesson? A couple of minutes. The daily quiz takes a few.

Does Cyberact work on a phone? It does. You can add it to your home screen so it opens like an app. See Getting started as a learner.

What does my manager see about me? Your manager sees things like the lessons you've completed, your average quiz score and when you were last active. On the leaderboard, other people in your organisation see you only if you've joined it yourself. See Roles and access.

What happens if I change jobs? If your new employer uses Cyberact and invites you, you can bring your learning history with you. It moves when you accept the invitation and sign in with the code. Your old organisation no longer sees your progress after that.

Is the content made with AI? Yes. The lesson texts, questions, narration, images and videos are produced wholly or partly with AI, and the narration voices are synthetic. AI can make mistakes, and laws and threats change over time, so some details may be out of date. The content is training, not legal advice. See the terms of use.

Can I have my data deleted? Ask your manager, or write to support@cyberact.io. See Privacy and your data.