Help and contact

1. Contact us

Send us a message through the contact form, or email support@bandapex.com. Use the address on your BandApex account if you can, so we can find it, and tell us what you were doing when the problem appeared.

If a page showed a reference code when it failed to load, include it. It lets us find exactly what went wrong.

2. Passes and payments

• I paid, but my pass isn’t showing. Open your Pass page. Payments are checked again whenever you open the app, so a pass that was delayed usually appears within a few minutes. If it doesn’t, email us and we will add it.
• Will I be charged again? No. Passes are one-time payments and never renew.
• Can I add time to a pass? Yes. Buying a pass while one is active adds its days to the end.
• Where is my receipt? On your Pass page, beside each purchase.
• Can I get a refund? Email us within 10 days of your purchase. The conditions are in the refunds section of our Terms.

3. Practice and reports

• Where are my past reports? In History. Open any evaluation to see its full report again.
• I closed the page while writing. Your draft is kept in your browser. Open the same task again, on the same device, and it comes back with the time you had left.
• My mock exam was interrupted. Open the same mock again within a few hours, on the same device. Parts you already finished stay graded and you carry on from the next one.
• What is Daily Vocab? Three words a day in Daily Vocab, each with its meaning, the everyday wording it replaces and an example, then a five-question quiz. Two of the words come back in the next day’s quiz.
• How does my streak work? It counts the days in a row you open BandApex while signed in. One day off between two visits doesn’t break it; two days off in a row start it again.
• How are scores worked out? See how scoring works. Every score is an estimate for practice, not an official result.

4. Speaking tasks and your microphone

• The site can’t hear me. Allow microphone access when your browser asks. If you blocked it earlier, open the site settings from your browser’s address bar and allow the microphone, then reload.
• The level bar doesn’t move. Choose a different microphone on the check screen, and make sure it isn’t muted on the device itself or in your system settings.
• Grading failed after I answered. Keep the page open and choose “Send my answers again”. Your recordings stay in the page until they are graded, so you don’t need to answer again.
• Can I listen to my answers later? No. We don’t keep recordings, only the transcript and your results.

5. Your account

• How do I sign in? With your Google account. If the Google window won’t open inside another app, such as a social media app, open BandApex in your phone’s own browser instead.
• How do I change my name or stop reminder emails? In Settings, which opens from your initial in the corner: your name is under Account, and reminders under Pass and emails.
• How do I set or change my test date? On your dashboard, use the pencil beside the countdown. The exam you are sitting and your target score are in Settings, under Study plan.
• What do the marks on the calendar mean? A filled day is one you opened BandApex on. A shaded day between two of them is a rest day, which doesn’t break your streak. A dashed day was missed, and the coloured day is your test.
• How do I get a copy of my data, or delete my account? Both are in Settings, under Your data. To remove a single evaluation, use History.
• I asked to delete my account. Why is it still there? Deleting takes two steps. We email you a link, and the account is deleted only when you open the link while signed in and confirm. The link works for an hour, and a newer one replaces an older one. If it doesn’t arrive, check your spam folder, then ask for another from Settings.