Report a Bug

If possible, first try:

• refreshing the page;
• closing and reopening the PEQUEDU page;
• checking that your internet connection is working;
• trying the action again; and
• checking the FAQ for known answers.

If the problem continues, please report it.

You can also contact:

Contact PEQUEDU Support

if you are unsure whether what you experienced is a technical bug.

Please describe the problem in your own words.

For example:

"I opened the Memory game, selected the correct card, but nothing happened."

or:

"When I placed an item in LUMI's home, it disappeared after I refreshed the page."

You do not need to use technical language.

The more clearly you can describe what happened, the easier it is for us to investigate.

Please tell us what you expected PEQUEDU to do.

For example:

"I expected the correct answer to be accepted."

"I expected the item to still be there after refreshing."

"I expected the next question to appear."

This helps us compare the actual behaviour with the intended behaviour.

If you know, please tell us where the problem occurred.

Useful information may include:

• the PEQUEDU page;
• the game or activity;
• the category;
• the Profile being used;
• the particular action you were taking; and
• the approximate date and time.

Examples:

• "Vocabulary → Animals"
• "Memory game"
• "LUMI's home"
• "Profile selection"
• "Registration"
• "Login"
• "Badges"
• "Payment/subscription"

Please tell us whether the problem:

• happened only once;
• happens sometimes; or
• happens every time you perform the same action.

If you can reproduce the problem, please describe the steps you took.

For example:

1. Opened Categories.
2. Opened Numbers.
3. Started Painting by Numbers.
4. Completed the puzzle.
5. Pressed Check.
6. The expected reward did not appear.

Reproduction steps are particularly helpful because they allow us to investigate the same path.

If possible, please tell us:

• device type;
• operating system;
• browser;
• approximate browser version if known.

For example:

• "iPhone / iOS / Safari"
• "Mac / macOS / Safari"
• "Windows laptop / Chrome"
• "Android tablet / Chrome"

This information can help us determine whether a problem is specific to a particular device or browser.

A screenshot can often be very helpful.

You may include a screenshot showing the problem if appropriate.

A short screen recording can also be useful when the problem involves a sequence of actions.

IMPORTANT:

Before sending a screenshot or recording, check that it does not contain information you do not want to share.

Do not send:

• passwords;
• Parent PINs;
• authentication codes;
• full payment-card details;
• CVV/CVC;
• private information that is not necessary to investigate the bug; or
• unnecessary personal information about a Profile.

You do not normally need to provide your account password or other security credentials when reporting a bug.

If the problem is specifically related to your account, we may need limited information to identify the relevant account.

If you are contacting us from the email address associated with your PEQUEDU account, please use that email address where possible.

Never send:

• your password;
• Parent PIN;
• authentication codes;
• complete payment-card details; or
• CVV/CVC.

PEQUEDU Support will never need these details to investigate an ordinary bug report.

If the problem concerns:

• a subscription;
• the free trial;
• payment;
• Premium access;
• cancellation; or
• billing,

please describe what happened and when it happened.

Do not send complete payment-card details by email.

If appropriate, PEQUEDU Support may ask for limited information needed to identify the relevant account or transaction.

Payment processing is handled through Stripe.

We review bug reports and investigate them where possible.

Not every report will necessarily represent a software bug. Sometimes an issue may be caused by:

• a browser;
• a device;
• an internet connection;
• an account setting;
• an incomplete action;
• a temporary service problem; or
• another technical factor.

If we need additional information to investigate the problem, we may contact you.

We may also use the information you provide to reproduce, diagnose and correct technical problems affecting PEQUEDU.

A bug report should contain only information relevant to the technical problem.

Do not use the bug-report email to send:

• passwords;
• Parent PINs;
• authentication codes;
• complete payment-card numbers;
• CVV/CVC;
• sensitive personal information;
• unnecessary information about a child or Profile; or
• information about another person that you are not authorised to share.

If you accidentally include sensitive information, please contact PEQUEDU Support and tell us what happened.

For privacy questions or requests concerning personal data, please use:

Contact PEQUEDU Support

or consult the Privacy Policy.

If you believe you have discovered a security vulnerability rather than an ordinary software bug, please identify it clearly in your message.

Do not attempt to access another user's account, obtain personal information, bypass authentication, bypass Premium access controls, manipulate payments, or otherwise test a vulnerability against other users or live accounts.

Please report suspected security vulnerabilities responsibly to:

support@pequedu.com

Provide enough information for us to understand and reproduce the issue where possible.

Do not publicly disclose sensitive vulnerability details before giving PEQUEDU a reasonable opportunity to investigate and address the issue.

Send bug reports to:

support@pequedu.com

Suggested subject:

"PEQUEDU Bug Report"

If possible, include a short description in the subject, for example:

"PEQUEDU Bug Report — Memory game"

or:

"PEQUEDU Bug Report — Login"

If you are not sure whether the issue is actually a bug, that is completely fine.

Simply describe what happened and we will help determine what is going on.

Before sending your report, check whether you have included:

• What you were trying to do
• What actually happened
• What you expected to happen
• Where the problem occurred
• Whether you can reproduce it
• The steps that caused the problem
• Your device
• Your browser
• A screenshot or recording, if useful

You do not need to provide every item.

Even a simple description can be useful.