Technical support

Admin or Supervisor Login Issues

If you're having trouble signing in to your ReadingWise account you can reset your password here.

Supported OS and browsers

Supported Desktop OS:

• Windows XP - Windows 10
• Mac OS
• Ubuntu (and other Linux-based OS)

Supported Desktop browsers:

• Chrome/Chromium latest
• Firefox latest
• Internet Explorer 9+
• Mac OS Safari 7,8

Supported Tablet/Mobile OS and browsers:

• iPads, iPhones with iOS 8.4 or later - Safari
• Android 4.0 or later - Chrome, Firefox.
  Default Android browser is not supported on some devices because some vendors disable sound support in the browser or use their own custom browser. Using Chrome as a browser on these devices usually overcomes the sound issues.

Audio/Video test link:

https://app.readingwise.com/testpage

Domains list for white listing

• https://app.readingwise.com/
• https://video2.readingwise.com/
• https://*.readingwise.com/
• https://fonts.googleapis.com/
• https://fonts.gstatic.com/
• https://capture.trackjs.com/
• https://usage.trackjs.com/
• https://*.trackjs.com/
• https://fast.fonts.net/
• https://bam.nr-data.net/
• https://js-agent.newrelic.com/

Troubleshooting for computers having issues in Internet Explorer

If you have any problems with ReadingWise in IE browser, such as: freezing screens, non playing sounds, error messages, pictures not displaying - please try the steps below.

1. Security Setting

   • Click the Tools button, and then click Internet Options.
   • Click the Security tab.
   • Click Trusted Sites and click Sites.
     Add the following websites to the list:
     • https://*.readingwise.com/
     • https://fonts.googleapis.com/
     • https://fonts.gstatic.com/
     • https://*.trackjs.com/
     • https://*.cloudfront.net/
     • https://fast.fonts.net/
   • On the Trusted Sites tab change security level to Medium.

2. Multimedia Settings

   • Click the Tools button, and then click Internet Options.
   • Click on the "Advanced" tab. Scroll down to "Multimedia."
     "Play sounds in webpages", "Play animations in web pages", "Enable alternative codecs in HTML5 media elements" and "Show pictures" should all be enabled.

3. Disable compatibility mode

   How to do this: http://www.sevenforums.com/tutorials/1196-internet-explorer-compatibility-view-turn-off.html

If any of the above didn't help, try to use the Chrome browser.

Troubleshooting for iPad users

If you have any problems with ReadingWise in iPad, such as: blank screens, freezing screens, non-playing sounds, error messages - please try the steps below.

• Try a reset: Simultaneously hold down the Home and On buttons until the device shuts down. Ignore the off slider if it appears. Once shut down is complete, if it doesn't restart on its own, turn the device back on using the On button. In some cases it also helps to double click the Home button and close all apps from the tray before doing the reset.
• Try clearing the browser cache: Setting > Safari > Clear History and Clear Cookies and Data.
• Ensure you have javascript enabled: Settings > Safari > Javascript = ON.
• Sometimes the device can be restricted by your school admin. In this case you will see a blank page with the approximate message "You cannot browse this page because it is restricted." In this case you need to contact your school IT administrator.