--- title: "Troubleshooting Screen - CoderPad Screen Docs" description: "Learn how to troubleshoot common problems like resetting a password and reactivating an expired account." canonical: "https://coderpad.io/resources/docs/screen/more-screen-resources/troubleshoot/" last_modified: "2026-10-16 00:00:00" --- 1. [Docs home](https://coderpad.io/resources/docs/) / 2. [Screen](https://coderpad.io/resources/docs/screen/) / 3. [More Screen resources](https://coderpad.io/resources/docs/screen/more-screen-resources/) / 4. [Troubleshooting Screen](https://coderpad.io/resources/docs/screen/more-screen-resources/troubleshoot/) [Documentation menu](#docs-navigation) # Troubleshooting Screen Last updated on October 16, 2026 - [Resetting your password](#resetting-your-password) - [Your account is locked](#your-account-is-locked) - [Reactivating expired accounts](#reactivating-expired-accounts) - [In case of expired credit card](#in-case-of-expired-credit-card) - [Browser issues](#browser-issues) - [1. Clear cache and cookies from your browser](#1-clear-cache-and-cookies-from-your-browser) - [2. Disable browser extensions](#2-disable-browser-extensions) - [3. Switch to incognito mode](#3-switch-to-incognito-mode) ## Resetting your password You’ve forgotten or you’d like to change your password? It happens! Here’s how to go about it: 1) From your account To change your password, start by clicking on your initials > My settings in the top right of your dashboard. [![An arrow pointing to the user's initials with a drop down giving the option to select either my settings or logout.](https://coderpad.io/wp-content/uploads/2023/01/image-57.png)](https://coderpad.io/wp-content/uploads/2023/01/image-57.png) On the profile screen, click on the Change password link. [![The change password pop up is shown with fields for current and new password.](https://coderpad.io/wp-content/uploads/2023/01/image-73.png)](https://coderpad.io/wp-content/uploads/2023/01/image-73.png) 2) If you can’t access your account To reset your password, you’ll need your email address. On our [login page](https://app.coderpad.io/login), click on Lost your password?: [![Registered customer modal with email and password fields up top and a "lost your password?" link in the bottom right corner of the window.](https://coderpad.io/wp-content/uploads/2021/03/image.png)](https://coderpad.io/wp-content/uploads/2021/03/image.png) Enter your email address and hit SUBMIT: [![a prompt asking for work email and a "reset password" button be](https://coderpad.io/wp-content/uploads/2021/03/image-1.png)](https://coderpad.io/wp-content/uploads/2021/03/image-1.png) You’ll soon receive an email with a password reset link. Click the link and follow the instructions to reset your password. ## Your account is locked So, you’ve come across this screen: [![A window that states "these credentials have been locked" with an exclamation point and a link to coderpad/codingame support.](https://coderpad.io/wp-content/uploads/2022/08/img_62f53a440ef4d.png)](https://coderpad.io/wp-content/uploads/2022/08/img_62f53a440ef4d.png) What’s happened? To ensure your account’s security and to comply with GDPR guidelines, login credentials for your Screen account are strictly individual (for one user only). Anyone who logs into your account gains access to your tests, your account data, and your candidates’ personal details. Therefore, it’s important to track and restrict access to this data. If you’re logged into your account and another user simultaneously attempts to access our platform using your credentials, you’ll automatically be logged out. This will trigger the alert shown above and lock your account. See the [Screen user-management guide](https://coderpad.io/resources/docs/screen/account-management/managing-users/) to learn how to manage users and permissions. If you need more users, please contact us at [sales@codingame.com](mailto:sales@codingame.com). Users are unlimited in an Enterprise subscription. ## Reactivating expired accounts You’ve come across this screen and you’re not sure what it means or what to do? [](https://coderpad.io/wp-content/uploads/2021/03/Oops-account-expired.png) If you see this screen, it’s because your account has expired. There’s no need to panic! Your tests, pads, campaigns or custom questions are still here. To reactivate your account simply click on the REACTIVATE MY ACCOUNT button and follow the instructions. ### In case of expired credit card Once you click on REACTIVATE MY ACCOUNT, this panel will appear if you have an expired credit card: [![The "starter", "team", and "custom" plans are listed along with their cost.](https://coderpad.io/wp-content/uploads/2021/03/image-2-1024x717.png)](https://coderpad.io/wp-content/uploads/2021/03/image-2.png) [![The payment screen which include the steps 1) select an option, 2) billing address, and 3) payment information.](https://coderpad.io/wp-content/uploads/2021/03/image-3-1024x1017.png)](https://coderpad.io/wp-content/uploads/2021/03/image-3.png) Simply choose your plan, fill in your credit card information or contact us (depending on which plan you need) and you’ll be good to go! ## Browser issues If you’re having trouble opening a test or pad in your browser, try the following steps. ### 1. Clear cache and cookies from your browser Follow the guidelines provided for your specific browser: Chrome | [Clear cache and cookies](https://support.google.com/accounts/answer/32050?hl=en) Microsoft Edge | [View and erase browsing data](https://support.microsoft.com/en-us/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4) [Manage and remove cookies](https://support.microsoft.com/en-us/microsoft-edge/delete-cookies-in-microsoft-edge-63947406-40ac-c3b8-57b9-2a946a29ae09) Firefox | [How to clear the Firefox cache](https://support.mozilla.org/en-US/kb/how-clear-firefox-cache) Safari | [Wipe out browsing history](https://support.apple.com/guide/safari/clear-your-browsing-history-sfri47acf5d6/mac) [Handle cookies and website information](https://support.apple.com/guide/safari/manage-cookies-and-website-data-sfri11471/13.0/mac/10.15) ### 2. Disable browser extensions Extensions may disrupt browser functionality. For instructions on how to disable extensions in frequently used browsers, check the following: - [Firefox](https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons) - [Chrome](https://support.google.com/chrome_webstore/answer/2664769?hl=en) ### 3. Switch to incognito mode An incognito window might fix some error notifications or unexpected issues. Discover how to utilize [Chrome’s incognito mode here](https://support.google.com/chrome/answer/95464). Check if your browser offers an incognito option. Close Docs Index - [Screen](https://coderpad.io/resources/docs/screen/) Toggle children pages - [Quick start guides](https://coderpad.io/resources/docs/screen/recruiters-quickstart/) Toggle children pages - [Onboarding Checklist](https://coderpad.io/resources/docs/screen/recruiters-quickstart/screen-onboarding-checklist/) - [The CoderPad Screen Score Guide](https://coderpad.io/resources/docs/the-coderpad-screen-score-guide/) - [Video Guides](https://coderpad.io/resources/docs/screen/recruiters-quickstart/video-guides/) - [Tests](https://coderpad.io/resources/docs/screen/tests/) Toggle children pages - [Creating a test](https://coderpad.io/resources/docs/screen/tests/creating-a-test/) - [Customizing test content](https://coderpad.io/resources/docs/screen/tests/customizing-test-content/) - [Editing test settings](https://coderpad.io/resources/docs/screen/tests/editing-test-settings/) - [AI Tools for Screen](https://coderpad.io/resources/docs/screen/tests/ai-tools-for-screen/) - [Test management](https://coderpad.io/resources/docs/screen/tests/test-management/) - [Test retake requests](https://coderpad.io/resources/docs/screen/tests/test-retake-requests/) - [Cheating prevention and detection in Screen](https://coderpad.io/resources/docs/screen/tests/cheating-prevention-detection/) Toggle children pages - [Webcam proctoring](https://coderpad.io/resources/docs/screen/tests/cheating-prevention-detection/webcam-proctoring/) - [Test Insights](https://coderpad.io/resources/docs/test-insights/) - [Projects NEW](https://coderpad.io/resources/docs/screen/tests/projects/) - [Candidate management](https://coderpad.io/resources/docs/screen/candidate-management/) Toggle children pages - [Anonymizing candidates](https://coderpad.io/resources/docs/screen/candidate-management/anonymizing-candidates/) - [Import candidates from CSV file](https://coderpad.io/resources/docs/screen/candidate-management/import-candidates-from-csv-file/) - [Candidate reports](https://coderpad.io/resources/docs/screen/candidate-reports/) Toggle children pages - [Candidates dashboard](https://coderpad.io/resources/docs/screen/candidate-reports/candidate-dashboard/) - [Code playback](https://coderpad.io/resources/docs/screen/candidate-reports/code-playback/) - [Fixing an incorrectly marked question](https://coderpad.io/resources/docs/screen/candidate-reports/fixing-an-incorrectly-marked-question/) - [Error messages in candidate reports](https://coderpad.io/resources/docs/screen/candidate-reports/error-messages-in-candidate-reports/) - [Customizing questions](https://coderpad.io/resources/docs/screen/customizing-questions/) Toggle children pages - [Creating custom questions](https://coderpad.io/resources/docs/screen/customizing-questions/creating-custom-questions/) Toggle children pages - [Custom Project questions](https://coderpad.io/resources/docs/screen/customizing-questions/creating-custom-questions/custom-project-questions/) - [Importing questions](https://coderpad.io/resources/docs/screen/customizing-questions/importing-questions/) - [Customized domains and skills](https://coderpad.io/resources/docs/screen/customizing-questions/customized-domains-and-skills/) - [Sharing your custom questions](https://coderpad.io/resources/docs/screen/customizing-questions/sharing-your-custom-questions/) - [Integrations](https://coderpad.io/resources/docs/screen/integrations/) Toggle children pages - [Ashby for Screen](https://coderpad.io/resources/docs/screen/integrations/ashby-for-screen/) - [Greenhouse for Screen](https://coderpad.io/resources/docs/screen/integrations/greenhouse/) - [iCIMS](https://coderpad.io/resources/docs/screen/integrations/icims/) - [Jobvite](https://coderpad.io/resources/docs/screen/integrations/jobvite/) - [Lever](https://coderpad.io/resources/docs/screen/integrations/lever/) - [SmartRecruiters](https://coderpad.io/resources/docs/screen/integrations/smartrecruiters/) - [Taleez](https://coderpad.io/resources/docs/screen/integrations/taleez/) - [Taleo](https://coderpad.io/resources/docs/screen/integrations/taleo/) - [Teamtailor](https://coderpad.io/resources/docs/screen/integrations/teamtailor/) - [Workable](https://coderpad.io/resources/docs/screen/integrations/workable/) - [Workday](https://coderpad.io/resources/docs/screen/integrations/workday/) - [Account management](https://coderpad.io/resources/docs/screen/account-management/) Toggle children pages - [Editing your profile](https://coderpad.io/resources/docs/screen/account-management/editing-your-profile/) - [Managing users & teams](https://coderpad.io/resources/docs/screen/account-management/managing-users/) - [Billing](https://coderpad.io/resources/docs/interview/account-mgmt/billing-history/) - [Configure data protection](https://coderpad.io/resources/docs/screen/account-management/configure-data-protection/) - [Insights](https://coderpad.io/resources/docs/interview/account-mgmt/insights/) - [SSO](https://coderpad.io/resources/docs/screen/account-management/sso/) Toggle children pages - [Okta SSO legacy process](https://coderpad.io/resources/docs/screen/account-management/sso/okta-sso-legacy-process/) - [Cancel your subscription](https://coderpad.io/resources/docs/interview/account-mgmt/unsubscribing/) - [More](https://coderpad.io/resources/docs/screen/more-screen-resources/) Toggle children pages - [FAQ](https://coderpad.io/faqs/#screen-faq) - [Supported languages, frameworks, & technologies](https://coderpad.io/resources/docs/screen/more-screen-resources/supported-languages-frameworks-technologies/) Toggle children pages - [Available domains](https://coderpad.io/resources/docs/screen/more-screen-resources/supported-languages-frameworks-technologies/available-domains/) - [What compiler does my Screen project run on?](https://coderpad.io/resources/docs/screen/more-screen-resources/supported-languages-frameworks-technologies/what-compiler-does-my-screen-project-run-on/) - [What compiler does my Screen test run on?](https://coderpad.io/resources/docs/screen/more-screen-resources/supported-languages-frameworks-technologies/what-compiler-does-my-test-run-on/) - [Supported browser versions](https://coderpad.io/resources/docs/screen/more-screen-resources/supported-languages-frameworks-technologies/browser-versions/) - [API key access](https://coderpad.io/resources/docs/screen/more-screen-resources/api-key-access/) - [Accessibility](https://coderpad.io/resources/docs/accessibility/) - [API documentation](https://coderpad.io/resources/docs/screen/more-screen-resources/api-documentation/) - [Troubleshooting Screen](https://coderpad.io/resources/docs/screen/more-screen-resources/troubleshoot/) - [Static code analysis](https://coderpad.io/resources/docs/screen/more-screen-resources/static-code-analysis/) - [Code editor](https://coderpad.io/resources/docs/screen/more-screen-resources/monaco-code-editor/) - [Report a question leak](https://coderpad.io/resources/docs/screen/more-screen-resources/report-a-question-leak/) - [Interview](https://coderpad.io/resources/docs/interview/) Toggle children pages - [Quick start guides](https://coderpad.io/resources/docs/interview/quick-start-guides/) Toggle children pages - [Onboarding Checklist](https://coderpad.io/resources/docs/interview/quick-start-guides/interview-onboarding-checklist/) - [Interviewers](https://coderpad.io/resources/docs/interview/quick-start-guides/interviewers/) Toggle children pages - [Live Interview quick start](https://coderpad.io/resources/docs/interview/quick-start-guides/interviewers/live-interview-pads/) - [Take-home project quick start](https://coderpad.io/resources/docs/interview/quick-start-guides/interviewers/take-home-projects/) - [Interview best practices](https://coderpad.io/resources/docs/interview/quick-start-guides/interviewers/interview-best-practices/) - [Recruiters](https://coderpad.io/resources/docs/interview/quick-start-guides/recruiters/) - [Account administrators](https://coderpad.io/resources/docs/interview/quick-start-guides/account-admins/) - [Video Guides](https://coderpad.io/resources/docs/interview/quick-start-guides/coderpad-interview-quickstart-video-guides/) - [Engineer’s guide to multi-file frameworks](https://coderpad.io/resources/docs/interview/quick-start-guides/multi-file-frameworks-for-engineers/) - [Talent acquisition’s guide to multi-file frameworks](https://coderpad.io/resources/docs/interview/quick-start-guides/multi-file-frameworks-for-talent-acquisition-teams/) - [Pads](https://coderpad.io/resources/docs/interview/pads/) Toggle children pages - [Creating a pad](https://coderpad.io/resources/docs/interview/pads/creating-a-pad/) - [Using pad features](https://coderpad.io/resources/docs/interview/pads/using-pad-features/) - [Jupyter Notebooks](https://coderpad.io/resources/docs/interview/pads/jupyter-notebooks/) - [API client](https://coderpad.io/resources/docs/interview/pads/api-client/) - [AI Tools for Interview](https://coderpad.io/resources/docs/interview/pads/interview-ai-assist/) - [Code editor](https://coderpad.io/resources/docs/interview/pads/code-editor/) - [Video & audio chat](https://coderpad.io/resources/docs/interview/pads/video-and-audio-call/) Toggle children pages - [AI Notetaker](https://coderpad.io/resources/docs/interview/pads/live-interview-transcription/) - [Interview Highlights NEW](https://coderpad.io/resources/docs/interview-highlights/) - [Interview Outlines NEW](https://coderpad.io/resources/docs/interview/pads/video-and-audio-call/interview-outlines/) - [Private Interviewer Notes](https://coderpad.io/resources/docs/interview/pads/private-interviewer-notes/) - [Settings](https://coderpad.io/resources/docs/interview/pads/settings/) - [Keyboard shortcuts](https://coderpad.io/resources/docs/interview/pads/keyboard-shortcuts/) - [Playback & Pad Summary](https://coderpad.io/resources/docs/interview/pads/playback-mode/) - [Duplicate pads](https://coderpad.io/resources/docs/interview/pads/duplicate-pads/) - [Pad bulk actions](https://coderpad.io/resources/docs/interview/pads/pad-bulk-actions/) - [Drawing mode](https://coderpad.io/resources/docs/interview/drawing-mode/) - [Interview question bank](https://coderpad.io/resources/docs/interview/question-bank/) Toggle children pages - [Creating and editing questions](https://coderpad.io/resources/docs/interview/question-bank/creating-and-editing-a-question/) - [Example questions](https://coderpad.io/resources/docs/interview/question-bank/example-questions/) - [Test cases](https://coderpad.io/resources/docs/interview/question-bank/test-cases/) - [Focus Time](https://coderpad.io/resources/docs/interview/focus-time/) - [Databases](https://coderpad.io/resources/docs/interview/databases/) - [Custom files](https://coderpad.io/resources/docs/interview/custom-files/) - [Integrations](https://coderpad.io/resources/docs/interview/integrations/) Toggle children pages - [Ashby for Interview](https://coderpad.io/resources/docs/interview/integrations/ashby/) - [GoodTime](https://coderpad.io/resources/docs/interview/integrations/goodtime/) - [Google Chrome Calendar extension](https://coderpad.io/resources/docs/interview/integrations/google-chrome-calendar-extension/) - [Greenhouse for Interview](https://coderpad.io/resources/docs/interview/integrations/greenhouse/) Toggle children pages - [Greenhouse live interview integration](https://coderpad.io/resources/docs/interview/integrations/greenhouse/live-interview-integration/) - [Greenhouse take-home projects integration](https://coderpad.io/resources/docs/interview/integrations/greenhouse/take-home-integration/) - [iCIMS](https://coderpad.io/resources/docs/interview/integrations/icims/) - [Lever](https://coderpad.io/resources/docs/interview/integrations/lever/) - [Gem](https://support.gem.com/hc/en-us/articles/26933157317399-How-do-I-connect-my-CoderPad-account) - [SmartRecruiters](https://coderpad.io/resources/docs/interview/integrations/smartrecruiters/) - [ModernLoop](https://modernloop.notion.site/coderpad) - [Workday](https://coderpad.io/resources/docs/screen/integrations/workday/) - [Account management](https://coderpad.io/resources/docs/interview/account-mgmt/) Toggle children pages - [Team management](https://coderpad.io/resources/docs/interview/account-mgmt/team-management/) - [Managing users](https://coderpad.io/resources/docs/interview/account-mgmt/managing-users/) - [SSO](https://coderpad.io/resources/docs/screen/account-management/sso/) - [Insights](https://coderpad.io/resources/docs/interview/account-mgmt/insights/) - [Billing](https://coderpad.io/resources/docs/interview/account-mgmt/billing-history/) - [Canceling your subscription](https://coderpad.io/resources/docs/interview/account-mgmt/unsubscribing/) - [More](https://coderpad.io/resources/docs/interview/more-interview-resources/) Toggle children pages - [Cheating prevention and detection in Interview](https://coderpad.io/resources/docs/cheating-prevention-in-interview/) - [FAQ](https://coderpad.io/faqs/#live-faq) - [Accessibility](https://coderpad.io/resources/docs/accessibility/) - [Supported technologies & languages](https://coderpad.io/resources/docs/interview/more-interview-resources/supported-technologies-languages/) Toggle children pages - [Languages & frameworks](https://coderpad.io/languages/) - [Unit testing](https://coderpad.io/resources/docs/unit-testing/) Toggle children pages - [Using Jest with React](https://coderpad.io/resources/docs/unit-testing/using-jest-with-react/) - [Supported browser versions](https://coderpad.io/resources/docs/screen/more-screen-resources/supported-languages-frameworks-technologies/browser-versions/) - [API key access](https://coderpad.io/resources/docs/interview/more-interview-resources/api-key/) - [API documentation](https://coderpad.io/resources/docs/interview/more-interview-resources/api-documentation/) - [Troubleshooting](https://coderpad.io/resources/docs/interview/more-interview-resources/troubleshooting/) - [Server statuses](https://status.coderpad.io/?_gl=1*ta4d92*_ga*MTkzMTE2ODYyMC4xNjU4MjQ5Mzcw*_ga_XBQ5N5CE2N*MTY2NzQxOTY5OS4yNjIuMS4xNjY3NDIxNDQ0LjAuMC4w&_ga=2.62808234.704669655.1667307151-1931168620.1658249370) - [Data management and privacy policy](https://coderpad.io/privacy/) - [AI Fluency](https://coderpad.io/resources/docs/ai-fluency/) - [For candidates](https://coderpad.io/resources/docs/for-candidates/) Toggle children pages - [Screen preparation guide](https://coderpad.io/resources/docs/for-candidates/screen-preparation-guide/) Toggle children pages - [Webcam and microphone access](https://coderpad.io/resources/docs/for-candidates/screen-preparation-guide/webcam-access/) - [Projects exercises](https://coderpad.io/resources/docs/for-candidates/screen-preparation-guide/projects-exercises/) - [Interview preparation guide](https://coderpad.io/resources/docs/for-candidates/interview-preparation-guide/) Toggle children pages - [Try the sandbox](https://coderpad.io/resources/docs/for-candidates/interview-preparation-guide/sandbox/) - [FAQ](https://coderpad.io/faqs/#faq-do-candidates-have-to-register-an-account-or-pay-to-use-interview) - [What’s new?](https://coderpad.io/resources/docs/changelog/)