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Get comprehensive support for BAND9AI's AI-powered IELTS platform. We're here to ensure your test experience is seamless and successful.
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Email Support
For all inquiries, bugs, and technical issues, reach out to our support team.
band9ai@gmail.com
Response time: 24-48 hours
Test Issues
Problems with Listening, Reading, Writing, or Speaking tests require immediate attention.
Important:
Include your <access_code> in the email subject line for test-related issues
Priority support - Response time: 8-12 hours
COMMON ISSUES
Audio Problems
- • Microphone not working in Speaking test
- • Listening audio not playing
- • Audio quality issues
- • Browser permission problems
Test Errors
- • Test submission failed
- • Grading system errors
- • Unexpected test termination
- • Results not displaying
Account Issues
- • Login problems
- • Password reset issues
- • Access code problems
- • Session timeout errors
FREQUENTLY ASKED QUESTIONS
First, try refreshing your browser and clearing your cache. Ensure you have a stable internet connection. If the problem persists, email us at band9ai@gmail.com with your access code in the subject line.
Check your device volume and ensure your browser allows audio. Try using Chrome or Firefox for best compatibility. If audio still doesn't work, contact support with your access code.
Your access code is displayed on your dashboard after login and is also shown during each test session. You can find it in the top-right corner of your test interface or in your session details.
Ensure your browser has microphone permission. Click the microphone icon in your browser's address bar and allow access. Try refreshing the page and restarting the test. If issues persist, use a different browser or device.
Include your access code in the email subject, describe the issue in detail, mention which test section you were in, your browser type and version, and any error messages you saw. Screenshots are very helpful.
SYSTEM STATUS
All Systems Operational
Last Updated:
All systems are currently running normally. If you experience any issues, please contact support immediately.