Sometimes things don't work as they should and you might come across an error message, which we appreciate can be frustrating! We've put together a few quick fixes below for some of the more common ones, what they mean and how to prevent them.
If these steps don't help, just reach out to our Customer Support Team on live chat or [email protected] and we'll look into it 🚀
Signing Up
'Unexpected error'
This can appear when the system is trying to sign you up without a full name. Just check the name you've entered under your Settings and add one if needed. Once the name is saved (it might require refreshing the page), you're ready to try finishing the sign-up process again.
'Your payment method and country don't match'
To make sure everyone can access Perlego at a fair price, the place your card was issued must match with your current location. Do you have another card from the same country you're signing-up from? We appreciate this measure can cause a lot of questions and our support team will be happy to help!
'This card has already been used 2 times'
It looks like you already have two accounts with Perlego under different email addresses. If you can't remember the email addresses used, just reach out to our support team with your name and the last four digits on the card and we'll investigate 🕵️♀️
'We need to verify your card details before we can take a payment'
Verifying your card will just require you to follow the link in the error message and re-enter your card details. Can you then please wait on this page to see if a second authentication check shows. If not, please check your banking app to see if it is there.
If this does not work, please try again in incognito or private browsing mode on your browser. You can open this by pressing ctrl + shift + N at the same time on your keyboard. A new browser should then pop open with a darker background. If you also have another card you could possibly try that would be really helpful as well.
Logging in
'Looks like something went wrong, try logging in again'
This message can occur for multiple reasons but as a first step, we suggest clearing your cache and cookies. See below for how to do this on different browsers. If this doesn't help, please reach out to our support team with the email address you're trying to log-in on.
Safari:
In the Safari app on your Mac, choose History in the tab at the top of the screen and then Clear History.
Choose how far back you want your browsing history cleared ('all time').
Click Clear History.
Chrome:
Go to an open or new window and click the 3 vertical dots in the top right corner.
Click More tools and then Clear browsing data.
Choose how far back you want your browsing history cleared ('all time').
Check the boxes next to 'Cookies and other site data' and 'Cached images and files'.
Click Clear Data.
Firefox:
Go to an open or new window and click the 3 vertical lines in the top right corner.
Select Settings and then the Privacy and Security panel on the left.
Scroll to the Cookies and Site Data section and click Clear Data.
Check the boxes next to 'Cookies and Site Data' and 'Cached Web Content'
Click Clear.
Geo-Restriction Error
This error usually shows when the system detects that Perlego has been used in two different countries at the same time (for instance, after moving countries very recently or when using a VPN).
All you have to do is log out of Perlego on all devices, before logging into your account again. It may take up to 2 hours to ‘reset’ but if it still doesn’t work after that, get in touch with us and we'll look into it 💪
💙 Contact Support
If you have any further trouble or questions, don't hesitate to get in touch with our Customer Support Team via [email protected] or live chat (available Sunday-Friday 9 am - 8 pm GMT though hours may vary).