C. Troubleshooting Login or Access Issues
Sometimes, when trying to log in to VirtualX, you might face problems such as:
- ❌ You forgot your password
- 🚫 Your course isn’t showing
- 🔒 A lesson won’t open even though you finished the one before
Don’t panic. This guide will help you fix the most common login and access issues step by step.
💡 Most problems can be fixed in under 5 minutes if you follow the correct steps.
🔐 Problem 1: I Forgot My Password
Solution:
- Go to the VirtualX login page
- Click on “Forgot Password?”
- Enter your email address (the one you used to register)
- Check your email inbox for a reset link
- Click the link and create a new password
✅ Use a password that is easy to remember but hard for others to guess.
🚫 Problem 2: I Can’t See My Course After Logging In
Possible reasons:
- You are using the wrong account
- Your teacher hasn’t added you to the course yet
- You haven’t accepted the course invitation
What to do:
- Check your Dashboard > My Courses
- Ask your teacher to resend the course link or re-add you
- Try logging out and back in again
🔒 Problem 3: A Unit or Quiz Is Locked
Why it happens:
- You haven’t completed the previous unit
- You didn’t click “Mark as Complete”
- Your quiz is waiting to be marked before the next one unlocks
What to do:
- Go back to the previous unit
- Make sure you finished everything, then click ✅ Mark as Complete
- If it’s still locked, message your teacher to check your progress manually
🌐 Problem 4: The Page Doesn’t Load or Crashes
Quick fixes:
- Refresh the page (press the 🔄 button)
- Log out and log in again
- Switch to Google Chrome or Microsoft Edge browser
- Check your internet connection
- Try using a different device
📧 Problem 5: I’m Not Receiving Email Notifications
What to do:
- Check your spam or junk folder
- Add noreply@virtualx.tv to your safe sender list
- Make sure you used the correct email during registration
- Confirm with your teacher that your account is active
🧑🏽🏫 Example in Action:
Lindiwe can’t access Unit 4 in her English course. She checks and realises she forgot to mark Unit 3 as complete. After going back and clicking ✅ “Mark as Complete,” the next unit unlocks immediately.
🛠️ If the Problem Doesn’t Go Away
- Visit the Help Centre: https://help.virtualx.tv
- Use the Submit a Request form for extra help
- Or ask your teacher to report the issue to your school’s admin team
✅ Summary
Login and access issues are normal—but you don’t need to struggle. Use this guide, follow the steps, and don’t hesitate to ask for help if you’re still stuck. VirtualX is here to support your learning journey!
