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Get in Touch

support@scormhub.app

For billing, account access, and technical issues. We respond within 1 business day.

Before You Email — Quick Checks

Run through these five checks before reaching out — they resolve the majority of issues:

  1. Verify your SCORM Cloud credentials — go to Settings and confirm the green "Connected" status badge is showing.
  2. Check your browser console for errors — press F12 to open DevTools, then click the Console tab and look for red error messages.
  3. Try a different browser or incognito/private window — this rules out extension conflicts and cached session issues.
  4. Check your SCORM package is a valid .zip file — it should be a compressed archive, not an unzipped folder. Most authoring tools export a ready-to-upload .zip.
  5. Visit the Documentation page — scormhub.app/docs has step-by-step guidance for every feature.

Common Issues — Quick Answers

"Not Connected" in Settings

Go to Settings → SCORM Cloud, enter your App ID and Secret Key, then click Connect. Make sure there are no extra spaces in the values.

Learner can't access course

Verify the registration exists in the Learners tab and that the course status shows "Ready". If the course is still processing, wait a moment and refresh.

Sync not updating

Click the Sync button on the course detail page to force a refresh, or wait for the next automatic postback from SCORM Cloud after the learner completes a session.

Response Times

Issue TypeExpected Response
Billing / Account accessWithin 4 hours (business hours)
Technical issueWithin 1 business day
Feature requestWithin 3 business days

Business hours: Mon–Fri, 9am–5pm EST

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