Troubleshooting
Last updated October 13, 2026
I didn't get my code
- Check your spam or junk folder. Our emails come from noreply@mail.certmonk.app; adding it to your contacts can help.
- Codes expire after 1 hour. Choose Send a new code and use the newest email.
- Check the email address you typed. Choose Use a different email to fix it.
I forgot my password
Use the Email code tab on the sign-in screen and choose Email me a code. No password needed.
My two-step code doesn't work
- Use the newest code; each one lasts only a short time.
- Make sure the time on your phone is set automatically. A clock that is off makes codes fail.
- "Too many attempts" means wait a minute and try again.
- Lost your authenticator app? Email support@certmonk.app from your account's email address.
I bought a Cert Pass but don't see it
- Make sure you are signed in to the same CertMonk account you bought it with. A pass belongs to one account.
- Android: open Plans and choose Restore purchases, with the Play Store signed in to the Google account you paid with.
- Web: if checkout said it could not confirm the purchase yet, your pass usually appears within a few minutes. Refresh the page. Stripe emails your receipt.
I've used my free quizzes or reviews
Free quizzes and flashcard reviews reset after midnight Eastern time. A Cert Pass removes the daily limits for that certification.
"You have reached today's practice limit"
To protect our questions from bulk copying, each certification has a daily limit on how many full practice tests you can start and new questions you can see, even with a Cert Pass. Normal studying stays well under it. Try again later.
"CertMonk could not be reached"
Check your internet connection, then choose Retry. In the Android app, answers you give while offline are saved on the phone and sync when you reconnect.
I can't start a new practice test
You can have one session in progress at a time. Choose Return to your session to finish it, or finish the session first, then start a new one.
Still need help? Email support@certmonk.app