Skip to main content

Getting support

To reach our full team, you can email support@pickcode.io. From 9am - 5pm US Eastern Time, our team will typically respond within 1-2 hours.

When contacting us with an issue, screenshots are helpful, as is the following information:

  • For errors, is it happening to every student, or just one?
  • Has the student tried refreshing the page and the issue has continued?
  • Has the student tried logging out and logging in and the issue has continued?

Common issues​

Pickcode is blocked by your network​

Please send this list of domains to your school’s IT department so they can be allowed on your firewall. The platform needs all of these domains to be accessible to work

  • app.pickcode.io
  • api.app.pickcode.io
  • cdn.app.pickcode.io
  • webviewer.pickcode.app
  • login.app.pickcode.io

“Disconnected” message​

disconnected error message

This error means that your device has lost its connection to Pickcode’s servers so new work can’t be saved. This issue is usually solved by refreshing the page or logging back in and out.

If there is a specific action that causes the disconnection repeatedly, like uploading a specific file or running specific code, please send that along with any support request.

Lesson/Project could not be loaded​

lesson permission error message

This is usually an issue with a lesson or project not being shared with the right people. The owner of the lesson or project should check their sharing menu and make sure that “Everyone with account” can view/edit the project or lesson in question.

There was an unexpected error​

unexpected error message

Refreshing the page typically resolves this error. If the same set of steps leads to this error repeatedly, please document those and send them to the Pickcode team.