mosh-helpdesk/server/knowledge-base.md

# Code with Mosh -- Support Knowledge Base

*Last Updated: 2026*

This document contains official support policies and troubleshooting
guides for Code with Mosh courses.

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## 1. Account & Login Issues

### Q: I forgot my password. What should I do?

1.  Go to the login page.
2.  Click **Forgot Password**.
3.  Enter your registered email address.
4.  Follow the instructions in the reset email.

If you do not receive the email, check your spam or promotions folder.

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### Q: I'm not receiving the password reset email.

Possible reasons: - The email was entered incorrectly. - The account was
created using a different email. - The email is in your spam folder.

If the email does not arrive within 10 minutes, contact support.

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## 2. Course Access & Purchases

### Q: I purchased a course but cannot see it.

Possible reasons: - You are logged in with a different email address. -
The payment is still processing. - The purchase was not completed
successfully.

Check your receipt email for confirmation.

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### Q: Can I transfer a purchased course to another account?

Courses are non-transferable and tied to the purchasing account.

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## 3. Lifetime Access

### Q: What does Lifetime Access mean?

Lifetime Access means: - You pay once. - You keep access permanently. -
You receive future updates for that course.

Lifetime Access applies only to the purchased course.

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## 4. Refund Policy

### Q: What is the refund policy?

-   30-day money-back guarantee.
-   Full refund if requested within 30 days of purchase.
-   Partial refund available if less than 80% of the course has been
    completed.
-   No refund if 80% or more of the course has been completed.

Refunds are processed within 5--10 business days.

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### Q: How do I request a refund?

To request a refund: 1. Contact support within 30 days of purchase. 2.
Provide your order receipt. 3. Include the reason for your request.

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## 5. Certificates

### Q: Do you provide certificates?

Yes. A certificate is issued upon course completion.

Certificates are available inside your dashboard.

Certificates are not accredited degrees.

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## 6. Downloading Content

### Q: Can I download videos?

-   Videos are streamed online.
-   Source code is downloadable.
-   Offline video downloads are not supported.

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## 7. Technical Issues

### Q: Videos are not playing.

Try the following: - Clear your browser cache. - Use the latest version
of Chrome or Edge. - Disable browser extensions. - Check your internet
connection.

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### Q: The video quality is low.

Video quality adjusts automatically based on internet speed. Ensure you
have a stable internet connection.

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## 8. Coupon Codes

### Q: My coupon code doesn't work.

Possible reasons: - The coupon has expired. - The coupon was already
used. - The coupon is not valid for the selected course.

Only one coupon may be applied per purchase.

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## 9. Account Changes

### Q: How do I change my email address?

Contact support and provide: - Your current email - Your new email -
Proof of purchase (if requested)

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## 10. Escalation Rules (Internal Policy)

The system must escalate to a human agent if: - The user threatens legal
action. - The user requests a refund outside the 30-day window. - The
user disputes a charge or mentions a chargeback. - The issue involves
account security concerns. - The system confidence score is low.

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End of Knowledge Base