Troubleshooting & FAQ
Common issues with uploads, marking, billing, and what to do when something goes wrong.
TL;DR — Most issues are fixed by refreshing the page, re-photographing the paper, or signing out and back in. If those don't help, email info@firstexams.co.uk with as much detail as you can.
Sign-in issues
I can’t log in — "incorrect password" but I’m sure it’s right.+
Use [Forgot password](/forgot-password). If you originally signed up with Google / Apple / X, there's no password — click the matching social button on the login screen instead.
I never got the verification code.+
Check spam, then click Resend code on the verification screen (60s cooldown). If still nothing, try a Gmail or Outlook address — corporate / school email filters frequently block transactional mail.
Sign in with Google says "account not found".+
That email isn’t registered yet. Click Sign up and use the same Google button — we’ll create the account from your Google profile.
Upload issues
My upload is stuck on "Uploading…"+
Most often a slow network. Wait 30 seconds, then refresh the page — Pathora resumes interrupted uploads automatically. If it’s a 25 MB+ PDF, try splitting it.
Upload finishes but marking never starts.+
Refresh the page. Marking happens server-side; if your browser disconnected the result still completes and will appear in [Results](/dashboard/results). If after five minutes nothing has happened, the file may be unreadable — re-photograph and re-upload.
"Unsupported file type"+
We accept JPG, PNG, HEIC, and PDF only. Common gotchas: WebP from screenshots, ZIP files of multiple photos, or shared Google Drive links (download first, then upload the file).
"File too large"+
Maximum is 25 MB. Reduce the image size by re-photographing at a lower resolution, or split a large PDF into chunks (each chunk uploaded as its own paper).
"No credits remaining"+
You’ve used your monthly allowance. Buy a top-up pack from [Pricing](/dashboard/pricing) or upgrade to Pro. Top-ups apply instantly.
Marking issues
A question I know is correct was marked wrong.+
Use the Flag action on that question in the result. For systematic issues across many results, email support with the result ID — we re-mark and refund the credit at no charge.
The AI extracted my child’s answer incorrectly.+
Usually a photo-quality issue. Re-photograph in better light with the page flat, then click Re-mark. If clear photos still fail, contact support.
Marking failed — "could not read paper".+
No credit was consumed. Re-photograph (better light, flat page, full page in frame) and try again. Tips in Uploading exam papers.
Billing issues
My card was charged but credits didn’t arrive.+
Refresh the page first — Stripe webhooks usually take under 30 seconds, but can occasionally take a couple of minutes. If credits still don’t appear after five minutes, email support with the Stripe receipt — we’ll grant manually within one business day.
I want a refund.+
For unused subscription periods we refund pro rata. Top-up packs are non-refundable once any credit from the pack is used. Contact support.
How do I cancel?+
[Account → Subscription](/dashboard/account). Pro features stay active until the end of your billing period.
Performance & display issues
The dashboard is blank or stuck.+
Hard-refresh the page (Cmd/Ctrl + Shift + R). If still broken, sign out and back in. If still broken, try a different browser to rule out an extension. Then contact support.
PDF export looks broken.+
Most often a browser extension blocking html2canvas. Try in an incognito / private window first. If still broken, screenshot what you see and email it to support.
Still stuck?
Email info@firstexams.co.uk. Include:
- Your account email
- A description of what you tried to do and what happened
- The result ID (for marking issues), Stripe receipt (for billing), or a screenshot
We aim to respond within one UK business day.