Troubleshooting

The BrainBOK formula guide PDF file download link expires after 14 days or 5 attempts, whichever occurs first. If your link has expired, please forward your subscription activation email to us for download link re-activation.

BrainBOK Formula Study Guide PDF download link is sent to you via email usually within 5 mins of completing the purchase. If you have purchased a plan that includes the Formula Study Guide PDF, please check the email account used for making the payment. The email is sent from support@brainbok.com account.

If you cannot locate the email in your inbox, please check the Spam or Bulk Mail folder of your email account. If you still cannot find the email, please email us, and we would be glad to assist you.

Usually the subscription is activated within a few seconds of making the payment, but in the rare instance that you are not able to access the Premium features even 1 hour after making the payment, follow these steps:

• Confirm that you have received a subscription activation email from support@brainbok.com. If you have not received this email in your inbox, then check your Spam or Bulk Mail folder.
• If you have receive the email, then sign out of BrainBOK, and sign in again.
• If you still cannot access the premium features, please confirm that you are signed in with the same email address that you used when you purchased the subscription. Using a wrong email address is the most common cause of this problem.

If you are still not able to access the Premium features, then email us with the following information and we would assist you further:

• The date and time of your payment
• Your order number (if available)
• Your BrainBOK email ID (if available)

There are two known root causes of this problem:

1. Network issue
   
   We have come across instances where corporate firewall blocked access to our application.
   
   Solution:
   
   On the same computer, access the site from your home network with the corporate VPN switched off. If it works, then it confirms that the corporate firewall is indeed blocking the application. In this case, contact your organization's network administrator and request to whitelist our site.
   
   Alternatively, you can try using mobile internet on your mobile device. If the site loads, it confirms a problem with either your network or something on your computer itself such as a firewall or a browser plugin.
   
   
2. Browser issue
   
   Internet Explorer version 10 or below is incompatible.
   
   Solution:
   
   Use a compatible browser such as Chrome, Firefox, Safari, Edge, or IE version 11.
   
   If you are already using a compatible browser on your computer, then clear your browser cache, close all the windows and tabs of your browser, relaunch your browser, and access BrainBOK again.
   
   If the above steps do not resolve the problem, temporarily disable the plugins on your browser and try to access the application. If it works, then isolate the plugin causing the problem.
   
   

If the problem persists, email us with the results of the steps mentioned above, and provide the following additional information:

• A screenshot of the loading page, to confirm that it's the same issue.
• The type of network you are using (home / work).
• The internet bandwidth/speed.
• Browser name and version.
• OS name and version.
• Computer's hardware configuration (CPU and RAM).
• Were you ever able to access BrainBOK on this machine before?
• Does the site load using mobile internet?