# MJX Learn troubleshooting — common messages and fixes

> What MJX Learn's error messages mean and how to fix them — codes not arriving, links not opening, videos not playing, payments and locked features.

Source: https://pathshala.mjxtechnologies.com/docs/learn/troubleshooting/

Find the message you see, read what it means, and follow the fix. Messages are shown exactly as they appear in MJX Learn.

## Signing in and opening courses (learners)

| Message | What it means | What to do |
|---|---|---|
| "There is no phone number on this record. Please contact the office." | The learner's record has no mobile number, so no code can be sent. | Owner: add the number to the learner (or give access again with the right number). |
| "A code was just sent. Please wait a minute before asking for another." | On a course link: a code went out less than a minute ago. | Wait, then tap [[Send it again]]. |
| "A code was just sent. You can ask for another in 25 seconds." | On the sign-in: a new code can go 30 seconds after the last one. The button shows **Resend code in 0:25**. | Wait for the clock, then tap [[Send it again]]. The earlier code still works. |
| "Too many codes for this number. Please try again in 8 minutes." | 5 codes were sent to this number in 10 minutes. | Use one of the codes already sent (the latest two both work), or wait for the clock. |
| "We could not send the code just now. Please try again." | Neither your institute's WhatsApp number nor MJX's could send it. Nothing was counted. | Try again. If it keeps happening, the owner should check Settings › WhatsApp Settings. |
| "This institute is not active right now — the institute has not paid its MJX bill, so sign-in codes cannot be sent…" | The institute's WhatsApp bill is overdue. | Owner: pay the WhatsApp bill; codes go again at once. |
| "Wrong mobile number or password." | The password is wrong, or this number has no password yet. | Re-type it, or tap [[Use a code on WhatsApp instead]] or [[Forgot password?]]. |
| "Too many wrong passwords for this number. Please use a code on WhatsApp instead." | 5 wrong passwords in 15 minutes. | Tap [[Use a code on WhatsApp instead]] (a code sign-in unlocks the password again), or [[Forgot password?]]. |
| "That code has expired. Please ask for a new one." | Codes are good for 10 minutes. | Ask for a new code. |
| "That code is not correct. Please check and try again." | Wrong digits. | Re-type the latest code from WhatsApp. |
| "Too many attempts. Please ask for a new code." | Too many wrong tries. | Ask for a new code. |
| "This account is signed in on another device. Sign that device out and continue here?" | One device at a time. | Tap to sign the other device out and continue. |
| "Please allow location to sign in. It is needed to stop a course being shared." | Location permission was refused. | Allow location for MJX Learn (or the browser) and try again. |
| "Link not found — This link does not open anything here…" | The link is mistyped or not a course link. | Open the link from the original WhatsApp message, or sign in at `~/learn/signin`. |

## Course not available

| Message | What it means | What to do |
|---|---|---|
| "Access to this course has been withdrawn. Please contact the office if you think this is a mistake." | The institute took access away. | Owner: give access again from **Videos & access** if it was a mistake. |
| "Access to this course has ended. Please contact the office to continue." | The access days (**How long does access last?**) ran out. | Owner: extend by giving access again, or the learner buys again. |
| "This course is not available right now. Please contact the office." | The course is switched off. | Owner: press [[Switch on]] on the course card. |
| "This course is taught in person at the institute, so it does not open online…" | It is an offline course. | Learners use the app for attendance, books and payments. |
| "Not open yet" (a chapter) | The chapter opens day by day. | Wait, or the owner changes the chapter's **From day 1** setting. |
| "Courses are not available at this institute." (app) | The institute's account is suspended. | Owner: pay the bill — see [Plans and billing](learn/plans-and-billing-for-learn). |

## Live classes

| Message | What to do |
|---|---|
| "This class has not opened yet. The Join button works from ten minutes before it starts." | Come back ten minutes before the start time. |
| "This class has finished. If the teacher puts up a recording it will appear with your lessons." | Owner: use **Add recording** on the class. |
| "Paste the meeting link, or let Zoom make one" (owner) | Choose **Zoom makes the link** / **Google Meet makes the link**, or paste a link under **I have a link**. |
| A Zoom class ends at 40 minutes | MJX's Zoom account is on a plan that ends group meetings at 40 minutes. Use **I have a link** with your own paid Zoom, or connect your own Zoom in the app's Settings. |

## Videos and documents

| Problem or message | What to do |
|---|---|
| A YouTube topic does not play for learners | Set the video to **Unlisted**, not Private — see [Put your lesson video on YouTube as Unlisted](learn/upload-a-video-to-youtube). |
| "YouTube will not play this video for your learners: it is Private, or playing it on other websites is switched off…" | In YouTube Studio set **Visibility** to **Unlisted** and keep **Allow embedding** on, then paste the link again. |
| "YouTube cannot find this video. Check the link — the video may have been deleted." | Copy the link again from YouTube Studio. |
| "Uploading your own video is a paid add-on: MJX Protected Video…" | Get the add-on (the button beside the message), or use a free YouTube link (Unlisted). Videos you already uploaded keep playing. |
| A Drive PDF opens for you but not learners | Share it as **Anyone with the link**. |
| "Secure video is not switched on yet. MJX has to finish setting up the video storage…" | Uploading your own videos is not ready on your account yet. Keep using YouTube links and press [[Check again]] later, or contact MJX. |
| "That file type cannot be used. Please upload an MP4, MOV, MKV or WEBM video." | Convert the video to MP4 and upload again. |
| "That video did not finish uploading. Please try again." | Keep the page or app open until the upload reaches 100%. |
| "This video is already being prepared. Please wait for it to finish." | Wait; the topic shows **Hidden till ready** until done. |
| "This browser cannot play protected video. Please try Chrome, or the MJX Learn app." (learner) | Use Chrome or the app. |
| "Screen recording detected. The course is hidden while it runs." (app) | Stop the screen recorder. |
| "There is no certificate for this course yet. Finish every topic — watch each video right through…" | Finish the remaining topics. |

## Buying and discount codes

| Message | What it means |
|---|---|
| "This institution has not set up online payment yet. Please contact them directly." | The institute cannot take online payments yet. Owner: finish [Getting paid & KYC](learn/get-paid). |
| "This course is not on sale right now." | **Sell this to anybody with the link** is off, or the course is switched off. |
| "That code has expired." / "That code does not start until later." | The code's **Works from** / **Stops working** dates. |
| "That code has been used the maximum number of times." | The **How many times** limit was reached. |
| "That code is for a different course." | The code was made for another course. |
| "That code is not in use any more." | The owner switched the code off. |
| "That is your own referral code — share it with a friend instead." | A learner tried their own refer-a-friend code. |
| "Press Apply to use your discount code first — or clear the box to pay full price." (app) | Tap [[Apply]] before paying. |
| "If you have paid, your course opens in a minute. Pull down on My Learning to check." (app) | Wait a minute and pull down to refresh. |

## Owner screens

| Message | What it means | What to do |
|---|---|---|
| "You are on the Forever Free plan, which allows up to 2 courses. Everything you already have stays — upgrade to add more." | You reached a Forever Free limit (courses, learners, staff logins or books). | Upgrade, or switch off something you no longer use. |
| A padlock: **Not in your plan** | The feature is on a higher plan. | See [Plans and billing](learn/plans-and-billing-for-learn). |
| Step 3 on Getting paid & KYC says "Your own payment method takes your money, so there is no bank account to verify with MJX." | The bank account step does not apply to your account. | Nothing to do. |
| "A learner cannot be added by hand here yet" | This course cannot take hand-added learners right now; the reason is shown below it. | Follow the reason shown. |
| "You already have 6 banners. Remove one to add another." | The banner limit. | Remove a banner first. |
| "Your billing is pending" / "Your account is paused" (app) | A bill is unpaid. | [[Pay now]], then [[I have paid — check again]]. |

## Still stuck?

WhatsApp or call **7996837555**, or email **info@mjxtechnologies.com**. Tell us your institute code, the page or app screen, and the exact message.

## Questions people ask

### A learner says the 6-digit code never arrived. What should they do?

Wait for the "Resend code in" clock and tap "Send it again". The code goes to the WhatsApp number on their record, so check that number is right and has WhatsApp. It comes from your institute's own WhatsApp number when it is connected, otherwise from MJX's. Codes are good for 10 minutes, and a learner with a password can sign in without a code.

### My YouTube video plays for me but not for learners.

It is probably set to Private. Set it to Unlisted on YouTube.

### My Google Drive PDF opens for me but not for learners.

Share the file as "Anyone with the link". You are signed in to your own Drive, so a private file opens for you and nobody else.

### Who do I contact if nothing here helps?

WhatsApp or call 7996837555, or email info@mjxtechnologies.com.