Technical Help: Microphone, Sign-in & Browsers
Troubleshoot SCAUnlocked sign-in, microphone permissions, audio, browser playback and missing credits with step-by-step help and support contact details.
I cannot sign in. What should I check?
Check that you are using the email address you registered with. Use the password reset option on the sign-in page if you cannot remember your password. If sign-in still fails, contact support with the error message. Never send your password.
I have not received my verification email.
Check your spam and junk folders, and confirm that your account email address is correct. Use the resend verification option if it is available. If the email still does not arrive, contact support using the address you registered with.
The patient cannot hear my microphone.
Allow microphone access when your browser asks. Check the site permissions beside the address bar if access was previously blocked. Select the intended microphone in your device settings and check that it is not muted. Close other apps that may be using it. Check your microphone before starting another consultation. If it still fails, tell support your browser and device.
I cannot hear the patient or lesson audio.
Check your device volume, browser-tab mute setting and selected audio output. If you use headphones, confirm they are connected and selected. Press play or the audio control yourself; some browsers block automatic playback.
A consultation or video is slow to load.
Check your connection and close unnecessary tabs or apps. Use an up-to-date browser and allow the microphone permissions required for your chosen mode. If you are in a live consultation, finish or leave it safely before reloading. Contact support if the same problem continues.
I am using Safari. Where can I find browser help?
Check that Safari and your device software are up to date. Review website microphone permissions and allow audio playback for the site. Open the Safari browser guide below for the platform-specific setup steps.
My purchased credits have not appeared.
Check that you are signed in to the same account used for the purchase and review your confirmation email. Refresh your balance after the purchase has completed. Avoid making another purchase just to retry a missing balance. Contact support with the purchase date and receipt reference. Do not send card details.
How do I use captions and playback speed for Paul’s teaching?
Open Paul Silverston’s diagnostic safety resource from the resource library. Captions appear below the teaching slides, so the slide content stays visible. Use the player controls to change playback speed. The page also includes a transcript and chapter links for returning to a particular discussion.
What should I include when reporting a problem?
Tell us the page address, your device and browser, and the steps that led to the issue. Include the visible error message and approximate time, if available. Leave out passwords, payment-card details and any real patient information.
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