Get technical support

In this article: How to fix common technical issues on your own, what browsers work best, how to contact Ruzuku support, and when to contact your instructor instead.

All Plans

Most technical issues have quick fixes. Before reaching out for help, try the steps below. If they do not solve the problem, the Ruzuku support team is happy to help.

Common issues and quick fixes

Video is not playing

Refresh the page.
Check your internet connection — try loading another website to make sure you are online.
Try a different browser. Chrome, Safari, Firefox, and Edge all work with Ruzuku.
Close other tabs and apps to free up resources on your device.
If you are on a phone or tablet, try switching from Wi-Fi to mobile data (or the other way around) to rule out a network issue.

I can't log in

Double-check that you are using the email address you registered with. It needs to match exactly.
Try resetting your password. Go to courses.ruzuku.com, click Log in, then click Forgot your password? and follow the steps.
Check your spam or junk folder for the password reset email. It comes from Ruzuku.
If you still cannot get in, email support@ruzuku.com with the email address you used to enroll.

Page is not loading or looks broken

Refresh the page.
Clear your browser cache. In most browsers, press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac) to open the cache clearing menu.
Try a different browser.
Disable browser extensions temporarily — some ad blockers or privacy extensions can interfere with course pages.
If the problem continues, try a different device to confirm whether the issue is with your device or your account.

I can't hear audio in a live meeting

Make sure your device volume is turned up.
Check that your browser has permission to use your microphone. Click the lock icon in your browser's address bar and confirm microphone access is set to "Allow."
Refresh the page to reconnect to the audio stream.
Close other apps that might be using your microphone or speakers.
Try switching to Chrome if you are not already using it.

See Joining a Live Session for more meeting-specific troubleshooting.

Browser and device requirements

Ruzuku works in your web browser. No app download is needed.

Supported browsers:

Chrome (recommended)
Safari
Firefox
Edge

Use the latest version, or one version back. Older browsers may not display pages correctly or support live meetings.

Supported devices:

Windows or Mac computers (recent versions)
iPhones and iPads (using Safari)
Android phones and tablets (using Chrome)

For live meetings: Built-in Ruzuku video meetings use WebRTC technology. On an iPhone or iPad, use Safari (it is the only iOS browser that fully supports this). On other devices, Chrome gives the most reliable experience.

Not sure what browser you are using? Visit whatsmybrowser.org to find out. This is also helpful information to include if you email support.

How to contact Ruzuku support

Email support@ruzuku.com. The team responds within a few hours during business hours (Monday through Friday, 10 AM to 6 PM Eastern Time).

When you write in, include:

What happened — describe what you were trying to do and what went wrong
What you see on screen — a screenshot is really helpful (on most computers, press Cmd+Shift+4 on Mac or Windows+Shift+S on Windows to capture one)
Your browser and device — for example, "Chrome on a Windows laptop" or "Safari on iPhone"
The course name — so the team can look up the right course

The more detail you include, the faster the team can help.

Your instructor vs. Ruzuku support

Not sure who to contact? Here is a simple way to decide:

Contact your instructor for anything related to the course itself:

Questions about course content or materials
Assignment feedback or grading
Course schedule or deadlines
Enrollment or access issues specific to their course
Anything they discussed in the course that you need clarification on

Contact Ruzuku support for anything technical:

Login or password problems
Video or audio not working
Pages not loading
Payment or billing questions
Anything that seems like a software issue rather than a course content issue

If you are not sure, start with your instructor. They can always redirect you to Ruzuku support if the issue is on our end.

I forgot which email I used to sign up. How do I find it?

Check your inbox for a welcome email from Ruzuku or from your instructor. The email address that received it is the one tied to your account. If you cannot find it, email support@ruzuku.com with your name and the course you enrolled in, and the team can help locate your account.

Is there a phone number for support?

Ruzuku support is email-based. Email support@ruzuku.com and the team typically responds within a few hours on weekdays. Email lets the team look into your specific account and send you links and screenshots, which tends to be faster than phone support for technical issues.

My issue is urgent. How do I get a faster response?

Include as much detail as possible in your first email: what happened, a screenshot if you can, your browser and device, and the course name. This lets the team start working on your issue right away instead of needing to ask follow-up questions. The team responds during business hours, Monday through Friday, 10 AM to 6 PM Eastern.