When something is not working

Most Plusy problems have a short fix: reload the page, check which account is signed in, or check one switch. Find your problem below, and write to support if it stays.

4 minute read · Updated October 6, 2026

What should I do if Plusy will not load or looks out of date?

Plusy needs an internet connection and has no offline mode, so a page that will not load is nearly always the connection. Check it, then tap Retry or reload the page.

• A round would not save: We could not save this round. means the connection dropped at the end. Tap Retry on that screen before leaving.
• The app looks old: Plusy updates itself. An open tab picks up a new version on its own, between rounds. Reloading the page forces it.

Why is there no sound?

Plusy's only sound is the voice that says a fact after an answer, and it has its own switch on each device. Open You, Grown-ups, Settings, Sounds and check that Voice is On, then check the device's own volume and silent switch.

Some silence is by design. Only basic facts are spoken, such as the times tables to 12. Bigger questions and the Speed run say nothing, and Plusy has no sound effects or music. More in Voice and sound.

What if the scan misread my worksheet?

Fix it before your child plays: remove the chip that is wrong and type the question as it should be. If most of the sheet came out wrong, take a brighter, flatter, closer photo: a scan that fails or finds nothing is not counted. A picture that will not open at all is probably an iPhone photo in the HEIC format, which opens in Safari only, so save it as a JPG or use Safari. See Scan a worksheet.

I paid, but Plusy is not unlocked. What now?

Wait a minute and reload the page: the payment notice can reach Plusy a little after the checkout finishes. Check that you are signed in to the account you bought for. If it is still not unlocked, write to support@plusy.app with the order number from your receipt and the email address of the account. See Unlock Plusy.

The sign-in code did not arrive. What can I try?

Give it a minute and look in spam and promotions: the email comes from noreply@plusy.app. A code is only sent to an address that already has a Plusy account, so a typo or a different address means nothing will come.

• You can ask for one code a minute. If you ask too many times, Plusy asks you to wait an hour.
• A code works once, for up to an hour. If you asked more than once, only the newest code works.

What if Google sign-in fails?

If Plusy says Google sign-in could not be completed. Please try again., try once more, and make sure you pick the same Google account you used before. A different Google account opens a different, empty Plusy account. If it keeps failing, try Sign in with a code instead with the same email address, or write to support.

What can my child do when hearts run out?

Nothing is broken: hearts come back on their own. Meanwhile Matching, replays of finished levels and tests are free. See What are hearts?.

Where has my list gone?

Lists are kept in the account, so a missing list usually means a different account is signed in. Check Signed in as in Settings. A list that was deleted cannot be brought back.

Why does the text look wrong in Hebrew?

In Hebrew the whole page runs right to left, and two things are meant to look different. Sums stay left to right inside a Hebrew sentence, and long division uses the layout taught in Israel. To switch language, tap the flag at the top and pick from Languages. If words overlap or are cut off, send support a screenshot.

When should I write to support, and what should I include?

Write to support@plusy.app when a fix above did not work, or for anything about a payment. Write from the email address on the Plusy account, and include:

• The device and browser, for example an iPad with Safari.
• The Version shown in You, Grown-ups, Settings.
• What happened, with a screenshot if you can.
• For a payment: the order number from the receipt. Never send card details.

Questions

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