A page, test or report won't load
Troubleshooting & Support
Updated 28 September, 2026
2 min read
What to do when you see "Session Not Found", "Report Not Found", a blank page or a report that stays on "Analyzing".
First steps
- Reload the page (or pull down to refresh in the app).
- Check your internet connection.
- Sign out and sign in again.
- Try Google Chrome, or a private / incognito window to rule out browser extensions.
Messages you might see
| Message | What it means |
|---|---|
| Session Not Found / Mock Test Not Found | The test link is old or belongs to another account. Start the test again from its list. |
| Report Not Found | The report link is wrong, or it belongs to another account. Open it from Reports instead. |
| Analyzing your response / Please wait while we score all modules | Writing and speaking are still being scored. Most take under a minute, and full mock tests take a few minutes. |
| We encountered an error while analyzing… | Scoring failed. Reload, then try re-analysing or practise again. |
| This button is not available in the real exam | A practice-only extra. Not an error. |
A report is stuck on "Analyzing"
- Leave the page open, or turn on notifications and come back later.
- After 10 minutes, reload the page.
- Still stuck after 30 minutes? Contact support with the report link.
A test froze mid-way
- IELTS tests: use Options → Save & Exit, reload, and continue from the test list.
- PTE mock test: reopen it and choose Continue. It resumes from your last saved question.
- Full Mock Test: completed modules are kept. Continue from the module list.
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