> ## Documentation Index
> Fetch the complete documentation index at: https://docs.skillteca.com.br/llms.txt
> Use this file to discover all available pages before exploring further.

# Skillteca Troubleshooting Guide for Common Problems

> Solutions for the most common Skillteca problems including login issues, video playback errors, progress not saving, and certificate delivery delays.

This page covers the most common issues learners encounter on Skillteca and how to fix them. If you cannot resolve your issue here, [contact support](/support/contact).

## Login and account issues

### I cannot log in

1. Make sure you are using the correct email and password
2. If you signed up with Google or LinkedIn, click the corresponding social login button — do not enter a password manually
3. Try resetting your password via **Esqueci minha senha** on the login page
4. Clear your browser cache and cookies, then try again
5. Try a different browser or an incognito/private window

### My account is locked

After several failed login attempts, Skillteca temporarily locks the account for security. Wait 30 minutes and try again, or reset your password to unlock it immediately.

### I am not receiving emails from Skillteca

1. Check your spam or junk folder
2. Add `noreply@skillteca.com.br` to your email contacts or safe-sender list
3. Check that the email address on your account is correct under **Configurações → Conta**
4. If you use a corporate email, ask your IT team whether Skillteca emails are being blocked by a spam filter

## Video playback problems

### Video will not play or keeps buffering

1. Check your internet connection — video lessons require a stable connection of at least 5 Mbps
2. Refresh the page and try again
3. Lower the video quality: click the **⚙** (settings) icon in the video player and select a lower resolution (e.g., 480p)
4. Disable browser extensions, especially ad blockers or VPNs, which can interfere with video delivery
5. Try a different browser (Chrome, Firefox, and Edge are all supported)

### Video is out of sync with subtitles

Click the **⚙** icon in the video player, select **Legendas** (Subtitles), and toggle them off then on again. If the issue persists, refresh the page.

## Progress not saving

### My progress disappeared

Progress is saved automatically when you click **Marcar como concluído** (Mark as complete) at the end of a lesson. If a lesson appears incomplete:

1. Make sure you clicked the Mark as complete button — simply watching a video does not automatically mark it complete
2. Check your internet connection — if you were offline or had a poor connection when you finished a lesson, the completion may not have synced. Re-open the lesson and click Mark as complete again
3. Refresh your browser and check again

## Certificates

### My certificate has not appeared after completing a course

1. Confirm that all lessons in the course are marked complete in the lesson panel
2. If the course has a final assessment, make sure you passed it with the minimum required score
3. Wait up to 10 minutes — certificate generation can take a few minutes after course completion
4. Refresh the **Certificados** page
5. If you still do not see it, [contact support](/support/contact) with the course name and your account email

## Teams

### A team member is not receiving their invitation email

1. Ask them to check their spam folder
2. Cancel the pending invitation from the **Pendentes** tab and resend it
3. Make sure you entered the correct email address
4. If their company uses a strict email filter, ask them to whitelist `noreply@skillteca.com.br`

### A member's progress is not showing in my dashboard

Progress in the team dashboard updates in real time. If a member's progress appears missing:

1. Ask the member to log in and verify their progress in their own **Minha aprendizagem** section
2. Confirm the member accepted their invitation and is linked to your team — check the **Membros** (Members) list
3. Refresh the Teams dashboard
4. If the issue persists, contact [support](/support/contact)

<Info>
  For urgent issues — especially those affecting billing or access — contact support directly through the [Contact page](/support/contact). The team typically responds within one business day.
</Info>