How do I resolve a Stripe payment processing error during checkout?

Stripe checkout errors are usually caused by browser cache conflicts, disabled cookies, or aggressive ad/script blockers. Clear your browser cache and cookies, disable ad-blockers for stripe.com and openqbank.com, or complete checkout in an Incognito/Private window.

Why didn't I receive my email verification code when signing up?

Medical school and university email domains (.edu) frequently use aggressive automated security gateways (Proofpoint, Microsoft Defender, Mimecast) that quarantine or delay verification codes. Check your spam/junk folder and quarantine digest, wait 2-3 minutes, or sign up using a personal email address (like Gmail or Outlook).

Why are flashcards visible on the browser extension not syncing to the mobile or desktop app?

Flashcard syncing delays can occur due to cached state. Clear your mobile browser or app cache, confirm you are logged into the exact same account on both clients, and trigger a manual resync or hard refresh.

What are the macOS and system requirements for the openQbank desktop app?

The openQbank native desktop app requires macOS 26 or higher. Ensure your Mac operating system is updated and that you are running the latest desktop app release.

How do I make sure I am on the latest version of the browser extension?

Visit the official Chrome Web Store listing for openQbank, or install the Safari DMG release from openqbank.com. In Chrome, open chrome://extensions and click Update. In Safari, verify the extension is enabled in Safari Settings.

Help & Troubleshooting

Step-by-step solutions for your openHyGuru account, desktop app, and browser extension (Chrome & Safari). Select your issue below to resolve it immediately.

1. Select Issue Category

2. Troubleshoot & Resolve

Payment Processing or Stripe Checkout Errors

If you encounter a Stripe-specific checkout error, an infinite loading wheel, or a card decline message during upgrade:

1
Clear Browser Cache & Cookies: Clear cached images, files, and cookies for openqbank.com and stripe.com in your browser settings, then restart the tab.
2
Disable Ad & Script Blockers: Privacy extensions (like uBlock Origin, Privacy Badger, or Brave Shields) often block Stripe's secure 3D-Secure payment frames. Temporarily allow scripts or try in an Incognito / Private window.
3
Check 3D Secure Verification: Ensure your bank card supports mobile 2-factor authentication or SMS one-time passcodes, which are required for medical subscription billing.
4
Retry Checkout: Navigate back to Settings > Subscription (or the upgrade modal) and submit once more.

Tip: If a charge appears pending on your bank account but access has not unlocked, sign out and back in to refresh your entitlement.

Still having trouble after trying these steps? Contact support and include the email associated with your checkout attempt.

Missing Email Verification Code (University / Institutional Emails)

If you signed up or requested a verification code and never received the email in your inbox:

1
Check Spam & Quarantine Digests: Medical school and university IT gateways (.edu / hospital domains using Proofpoint, Microsoft Defender, or Mimecast) aggressively quarantine automated security emails. Check your Spam folder and quarantine release digest.
2
Allow 2–3 Minutes: Academic institutional mail relays periodically batch incoming external messages, causing brief delivery delays.
3
Use a Personal Email Address: If your university mail firewall blocks automated verification emails completely, register using a personal email address (such as Gmail, Outlook, or iCloud).
4
Student Discount on Personal Accounts: You do not need to register with a .edu email to receive the student discount. You can register with a personal email and submit student verification at openqbank.com/student.

Still cannot receive your code? Contact support from your email address and we can manually verify your account.

How do I cancel my subscription or pass?

openHyGuru Passes: The openHyGuru 3-month pass ($120) is a one-time payment with zero recurring rebilling. There is no recurring monthly subscription to cancel; your access simply expires at the end of your 3-month term.

Need assistance with your billing status? Contact support.

I was charged but cannot access Pro or HyGuru features

1
Sign Out and Sign In: Force a refresh of your session token by signing out and logging back in.
2
Check Account Email: Confirm that you signed in with the exact same email address used during Stripe checkout.
3
Hard-Refresh: Press Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows) to bypass cached UI assets.

Still locked out? Contact support with your Stripe payment receipt or transaction ID.

Switching Exam Mode (Step 1 vs. Step 2 CK)

openHyGuru passes and NBME decks are tied to the specific exam step purchased (hyguru-step1 or hyguru-step2). If you purchased the wrong step or have completed Step 1 and wish to switch to Step 2 CK, please contact our team below to transfer your pass.

Questions about exam tiers? Contact support.

Other Account or Billing Issue

If you are experiencing any other subscription or account issue, reach out to our team with your account details:

Contact Support

Direct email: openhyguru@openqbank.com

Flashcards Missing on Mobile or Desktop App (App Syncing)

If flashcards visible on the browser extension or web portal are not appearing on your mobile device or desktop app:

1
Clear Mobile Browser / App Cache: Cached session data can prevent newly indexed cards from displaying. In Safari (iOS), go to Settings > Safari > Clear History and Website Data, or in Chrome mobile, clear cached images and files.
2
Confirm Matching Account: Verify that the email address signed into the mobile browser or desktop app matches the account connected to the browser extension.
3
Trigger Manual Resync: On the Desktop app, click the sync icon in the upper-right corner. On the web or mobile review page, perform a hard refresh or pull down to reload.
4
Check the Correct Deck Portal: openQbank Core cards reside under Flashcards Review (/review), whereas openHyGuru lead-in cards reside under openHyGuru Flashcards (/openhyguru/flashcards).

Cards still missing after clearing your cache? Contact support.

Desktop App System Requirements & macOS Compatibility

If the desktop application fails to launch, displays a blank white frame, or crashes on startup:

1
Ensure Modern macOS (macOS 26+): The openQbank desktop engine requires macOS 26 or higher. Older, unsupported versions of macOS may fail to initialize the webview process. Check your OS in  > About This Mac.
2
Ensure Latest Desktop App Version: Confirm you are running desktop app v7.5.5. Older builds below this release may be blocked by API version gates. Download the latest build from the Desktop Downloads page.
3
Clear Local Desktop State: In macOS Finder, press Cmd+Shift+G and navigate to ~/Library/Application Support/openQbank. Delete the cached data folder, then relaunch the application.
4
Gatekeeper Prompt: If macOS displays an untrusted developer warning, right-click the openQbank app in your Applications folder and select Open, then confirm Open.

Still unable to open the desktop app on macOS 26+? Contact support.

How do I permanently delete my account and study data?

Go to Settings > Account and select Delete Account. This permanently wipes your login credentials, study sessions, personal decks, and analytics from our database. This action is irreversible.

Need assistance? Contact support.

Other Website or App Issue

If you are experiencing another bug or unexpected behavior on the website or desktop app, report it directly so we can fix it quickly:

Contact Support

Direct email: openhyguru@openqbank.com

Ensuring You Have the Latest Browser Extension

All troubleshooting advice begins by ensuring that you are running the latest version of the openQbank Connector for your browser:

1
Google Chrome: Verify or reinstall the extension from the official openQbank Chrome Web Store listing. To force an update, navigate to chrome://extensions, turn on Developer mode in the top-right corner, and click the Update button.
2
Apple Safari: Download and install the latest connector release via the openQbank Safari Connector (.dmg). In Safari > Settings > Extensions, verify that openQbank Connector is enabled.
3
Reload Question Bank Tabs: Reload any open tabs on UWorld, AMBOSS, or NBME so the updated content script injects cleanly.

Chrome Web Store Download Safari Extension (.dmg)

Still running into extension issues? Contact support.

The Connector Isn't Detecting Questions on UWorld or AMBOSS

1
Update the Extension: Ensure the extension is updated to the latest build on the Chrome Web Store or via Safari DMG.
2
Chrome Site Permissions: Click the Extensions puzzle piece in Chrome's toolbar, locate openQbank, and ensure site access is set to "Always allow on this site".
3
Safari Permissions: In Safari Extension settings or via the toolbar extension icon, explicitly click allow extension to read website data on the requested sites always (select "Always Allow on Every Website"). Without this permission, Safari blocks question bank integration.
4
Same Browser Profile: Confirm that you are logged into openQbank in the exact same browser profile running the question bank.
5
Reload Question Bank: Hard-refresh the question bank tab (Cmd+Shift+R or Ctrl+Shift+R).

Still not detecting questions? Contact support.

Cards Created in the Extension Are Not Appearing in the App

1
Verify Connected Status: Click the openQbank extension icon in your Chrome or Safari toolbar. Ensure the popup states "Connected" with your username.
2
Verify Sync Completion: Check the extension popup to ensure there are no pending unsynced cards.
3
Clear App Cache: On mobile or web, clear cached files and reload the review dashboard.

Need help with missing cards? Contact support.

How does the extension work with openHyGuru?

When logged into an openHyGuru account, the extension operates in curriculum-aligned Leadin Mode. Flagged questions in UWorld, AMBOSS, or NBME automatically generate high-yield lead-in cards matched to Dr. Rahul Damania's video index. Custom manual card editing is locked by design to preserve curriculum alignment.

Questions about HyGuru card generation? Contact support.

Extension popup says I do not have extension access

If you have an active subscription but the extension displays "Your account does not currently have extension access":

1
Check Signed-In Email: Verify that the email displayed in the extension popup matches the exact email address of your paid subscription.
2
Sign Out and Sign In: Click Sign Out at the bottom of the extension popup, then log back in with your subscribed email to refresh access entitlements.
3
Reload Question Bank: Refresh the page on UWorld or AMBOSS after signing in.

Still showing no access with a paid account? Contact support.

API or Card Generation Errors in Extension

If run into an error message when generating a card or lead-in (such as "Request failed", "Authentication required", or a network timeout):

1
Reload the Question Tab: Hard-refresh the question bank tab (Cmd+Shift+R or Ctrl+F5) to reinitialize the extension connector.
2
Verify Question Completion: Ensure the question has been answered and the explanation/objective is visible on screen before generating.
3
Check Popup Session: Open the extension popup from your browser toolbar to confirm you remain authenticated.

Error continues to appear? Contact support and include the Question ID and platform.

Other Extension Issue

If the extension still does not function as expected, let our engineering team know with your browser and question details:

Contact Support

Direct email: openhyguru@openqbank.com