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151 lines
4.4 KiB
Markdown
151 lines
4.4 KiB
Markdown
# Code with Mosh -- Support Knowledge Base
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*Last Updated: 2026*
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This document contains official support policies and troubleshooting
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guides for Code with Mosh courses.
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## 1. Account & Login Issues
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### Q: I forgot my password. What should I do?
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1. Go to the login page.
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2. Click **Forgot Password**.
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3. Enter your registered email address.
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4. Follow the instructions in the reset email.
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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.
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Possible reasons: - The email was entered incorrectly. - The account was
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created using a different email. - The email is in your spam folder.
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If the email does not arrive within 10 minutes, contact support.
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## 2. Course Access & Purchases
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### Q: I purchased a course but cannot see it.
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Possible reasons: - You are logged in with a different email address. -
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The payment is still processing. - The purchase was not completed
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successfully.
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Check your receipt email for confirmation.
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### Q: Can I transfer a purchased course to another account?
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Courses are non-transferable and tied to the purchasing account.
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## 3. Lifetime Access
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### Q: What does Lifetime Access mean?
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Lifetime Access means: - You pay once. - You keep access permanently. -
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You receive future updates for that course.
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Lifetime Access applies only to the purchased course.
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------------------------------------------------------------------------
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## 4. Refund Policy
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### Q: What is the refund policy?
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- 30-day money-back guarantee.
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- Full refund if requested within 30 days of purchase.
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- Partial refund available if less than 80% of the course has been
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completed.
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- No refund if 80% or more of the course has been completed.
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Refunds are processed within 5--10 business days.
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### Q: How do I request a refund?
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To request a refund: 1. Contact support within 30 days of purchase. 2.
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Provide your order receipt. 3. Include the reason for your request.
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------------------------------------------------------------------------
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## 5. Certificates
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### Q: Do you provide certificates?
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Yes. A certificate is issued upon course completion.
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Certificates are available inside your dashboard.
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Certificates are not accredited degrees.
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------------------------------------------------------------------------
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## 6. Downloading Content
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### Q: Can I download videos?
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- Videos are streamed online.
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- Source code is downloadable.
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- Offline video downloads are not supported.
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------------------------------------------------------------------------
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## 7. Technical Issues
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### Q: Videos are not playing.
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Try the following: - Clear your browser cache. - Use the latest version
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of Chrome or Edge. - Disable browser extensions. - Check your internet
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connection.
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### Q: The video quality is low.
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Video quality adjusts automatically based on internet speed. Ensure you
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have a stable internet connection.
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------------------------------------------------------------------------
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## 8. Coupon Codes
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### Q: My coupon code doesn't work.
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Possible reasons: - The coupon has expired. - The coupon was already
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used. - The coupon is not valid for the selected course.
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Only one coupon may be applied per purchase.
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## 9. Account Changes
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### Q: How do I change my email address?
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Contact support and provide: - Your current email - Your new email -
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Proof of purchase (if requested)
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## 10. Escalation Rules (Internal Policy)
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The system must escalate to a human agent if: - The user threatens legal
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action. - The user requests a refund outside the 30-day window. - The
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user disputes a charge or mentions a chargeback. - The issue involves
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account security concerns. - The system confidence score is low.
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------------------------------------------------------------------------
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End of Knowledge Base
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