Get help or report a problem

The short version

If you are signed in as an educator, look for the support chat bubble in the bottom-right corner.

In your message, tell us:

1. what page you were on;
2. what you selected;
3. what happened; and
4. what you expected instead.

Add a screenshot if it helps, but remove student names and other private information first.

If there is no support bubble, ask your organization’s support contact or email team@codyreading.com for Cody Reading support.

Use support chat

The support chat appears only when your Cody platform has it configured. It is available to signed-in educator accounts on the main Cody Reading platform. It does not appear on public pages or in the parent portal.

To start:

1. Open the page where you saw the problem.
2. Select the chat bubble in the bottom-right corner.
3. Describe the problem using the four details in the short version.
4. Keep the chat open for a reply, or leave an email address if the chat asks for one.

If you use a school or partner version of Cody and see no chat bubble, contact the support person named by that organization.

Parents should contact the educator or organization that invited them when no support option is shown in the parent portal.

Write a report that is easy to understand

Use this simple pattern:

I was on [page]. I selected [button or choice]. I expected [result], but instead [what happened].

For example:

I was creating a Decodable story from Lesson 12. I selected Generate. I expected the story to open, but the loading message stayed for two minutes and then an error appeared.

Also include:

• whether the problem happens every time or happened once;
• the exact words in any error message;
• the student’s curriculum and lesson, without the student’s name; and
• the device and browser you were using, such as an iPad with Safari.

Send one problem per message when possible. Separate reports are easier to track and fix.

Add a safe screenshot

A screenshot can show the problem more clearly than a long explanation.

Before sending it:

• crop out student names, email addresses, and unrelated browser tabs;
• make sure the error message is readable; and
• include enough of the page to show where the error happened.

Do not send passwords, reset codes, payment-card details, or information about other students.

If you see “Report a bug” in the account menu

The built-in Report a bug form is currently an internal tool for Cody Reading platform administrators. Most teachers and organization administrators will not see it. Use support chat instead.

For a platform administrator who does see it:

1. Stay on the page where the problem happened.
2. Open the account menu and select Report a bug.
3. Complete What happened? This field is required.
4. Complete What did you expect? if it will clarify the problem.
5. Add up to 5 files if needed. Each file can be up to 10 MB.
6. Select Submit.

The form accepts images, PDF, plain-text, CSV, MP4, and MOV files. It sends the page address, app version, browser details, screen size, time, and the IDs of some open records. It does not send the displayed student name as part of that automatic context.

After submission, a message shows a reference number beginning with BR-. Save it if you plan to follow up.

Is this a bug or a missing feature?

Use support when something produces an error, behaves unexpectedly, or stops working.

If a button or menu choice is simply absent, first read Why a feature may be missing. Your plan, organization, selected lesson or student, or a gradual rollout may explain it.

Related

• Why a feature may be missing
• Find your way around Cody Reading