🔧 Troubleshooting Guide
Having trouble? Let’s fix it together!
🎬 Video Won’t Play
Step 1: Refresh the page
Press F5 or click the refresh button on your browser.
Step 2: Clear browser cache
Chrome: Press Ctrl+Shift+Delete → Clear data
Safari: Preferences → Privacy → Manage Website Data → Remove All
Step 3: Try a different browser
We recommend using Google Chrome for the best experience.
Step 4: Check your internet connection
Make sure you have a stable internet connection. Try turning WiFi off and on again.
Step 5: Disable browser extensions
Some extensions (like ad blockers) can block video. Try disabling them temporarily.
🔒 Can’t Access My Class
Make sure you are logged in
Go to jessicacakestudio.com/login and login with your registered email.
Check your purchase
Go to My Account → check if your order status is Completed.
Payment still Processing?
Wait 5-10 minutes and refresh the page. If still not confirmed after 30 minutes, WhatsApp us with your payment proof.
🔑 Login Issues
Forgot password?
Click Forgot Password on the login page. Check your email (including spam folder) for the reset link.
Email not recognized?
Make sure you’re using the same email you registered with. Try all your email addresses.
Account locked?
If you’ve tried logging in too many times, wait 30 minutes and try again. Or WhatsApp us for help.
💳 Payment Issues
No confirmation email after payment?
1. Check your spam/junk folder
2. Wait 10-15 minutes
3. Still nothing? WhatsApp us with screenshot of your payment proof
Payment failed?
Try a different payment method. We accept CIMB Niaga, BNI, BRI, Bank Mandiri, PermataBank, GoPay, dan GoPay Dynamic QRIS.
Double charged?
WhatsApp us immediately with both payment screenshots. We will resolve this within 24 hours.
📱 Device Issues
Watching on phone/tablet?
Use Google Chrome or Safari browser. The website works best on Chrome.
Video quality is low?
This is usually due to slow internet. Move closer to your WiFi router or switch to a stronger connection.
Screen goes black during video?
Refresh the page and try again. If problem persists, try a different device.