Support

Contact & Help

Questions, bug reports, subscription issues, or web access problems? We’re here to help.

Tip: The in‑app Report issue (flag icon) automatically attaches the item ID so we can diagnose and fix issues faster. For access problems, please include the app, exam, platform, sign-in method, and a screenshot of the locked screen if possible.

Premium Active But Still Locked?

If your subscription screen says premium is active, but you still see a topic limit or free-limit message, the purchase is usually fine and the app just needs to refresh your access state.

1. Tap the profile icon in the top-right corner.
2. On My Profile & Stats, tap the refresh button in the top-right corner.
3. If you see Create Account or Sign In, sign in first with the account you want to keep using, then tap refresh again.
4. If access still looks locked, fully close and reopen the app.
5. If needed, sign out and sign back in again.

You can also verify access on the web by signing in directly here:

• IT Mastery / Cloud Prep: masteryexamprep.com/app/cloud/#/login
• Securities Prep: masteryexamprep.com/app/securities/#/login
• PM Mastery: masteryexamprep.com/app/pmp-exam-prep/#/login

If it still does not update, email support@masteryexamprep.com and include the app, exam, platform, sign-in method, and a screenshot.

Practice Mode & 10-Question Sets

In our apps, Practice Mode is intentionally built as a short random set. On many exams, that means 10 questions per session, then you will see a Finish button.

This is normal and does not mean premium failed to unlock. Premium gives you access to the full question bank and unlimited new practice sessions. It does not turn one Practice Mode session into an endless stream of questions.

• Practice Mode: short random sets, often 10 questions at a time.
• Premium: unlimited new sets from the full question bank, plus mock exams, explanations, and analytics.
• After question 10: finish the set, then start another session to get another random mix.

If your app says premium is active and you can keep starting new sets, your subscription is working as expected. If a topic or exam says you hit a free limit before you can start a new set, email support@masteryexamprep.com.

Restore Purchases

Restore Purchases tells the app to re-check your Apple App Store or Google Play purchase history and refresh premium access on the current device.

Use Restore Purchases if:

• You already subscribed on this store account, but premium is not unlocked on this device.
• You changed phones or tablets and want to recover access.
• The store says you already subscribed when you try to buy again.
• You subscribed as a guest earlier, then signed in later and access did not appear.
• You reinstalled the app or reset app state and access looks missing.

If the app already shows that premium is active, try My Profile & Stats → Refresh first. Use Restore Purchases when access is missing, when you changed devices, or when the store says you are already subscribed.

Best practice:

1. Sign in first with the account you want to keep using for web and multi-device access.
2. Then tap Restore Purchases on that same device.

This matters because restoring while signed into a different app account, or while staying anonymous, can attach the active subscription to the current app session instead of the account you expected to use later.

Where to find it:

• Left-side menu / drawer → Restore Purchases
• My Profile & Stats → Restore Purchases
• Paywall / subscription screen → Restore Purchases

Do not purchase the same subscription twice. If the store says you are already subscribed, use Restore Purchases instead.

Accounts, Sync & Restore

The mobile apps and supported web apps support sign in with Apple, Google, and email/password. Web access is available at MasteryExamPrep.com for supported products and features.

• Already subscribed and just need web access? Start with the direct login pages: Cloud Prep, Securities Prep, and PM Mastery.
• Best for web and multi-device access: sign in or create an account before subscribing.
• Guest purchase is allowed on mobile: if you subscribe without signing in, access works on that device immediately.
• To use the same subscription on web or another device: sign in on mobile first, then use that same account everywhere.
• If access does not appear right away: open My Profile & Stats and tap the top-right Refresh button.
• If access still does not appear on another device: open the paywall or subscription screen in the app and tap Restore Purchases.
• If the store says you already subscribed: do not buy again; use Restore Purchases on that device.

We can help with app access, syncing, and troubleshooting. We cannot move App Store or Google Play purchases manually between store accounts.

The website provides free guides and quizzes. The apps add larger question banks, vignette-style cases, detailed explanations, and progress analytics.

Our apps include large premium question banks, timed exam simulations, detailed explanations, and analytics. The website remains ad-free with free study resources and selected web practice experiences.

Content & Difficulty

We align items to current exam outlines and regulatory guidance (e.g., CIRO, FINRA/NASAA, AICPA, CFA Institute). Our practice sets are intentionally challenging so exam day feels easier.

• Human-curated: Questions and explanations are written and reviewed by subject-matter editors.
• Modern tooling: We analyze clarity and difficulty to improve pacing and coverage over time.
• Report issues fast: Tap the flag icon on any item, or email a screenshot—most fixes go live quickly.

We do not sell your data, and we do not use your study answers to train third‑party models. See our Privacy Policy.

Billing, Cancellations & Refunds

Mobile subscriptions are billed and managed by the Apple App Store or Google Play. We do not process App Store or Google Play charges directly.

• Cancel anytime: deleting the app does not cancel your subscription.
• iOS: Settings → Apple ID → Subscriptions
• Android: Play Store → Profile → Payments & Subscriptions

If you were charged but access is not unlocked, first sign in with the account you want to use, then open My Profile & Stats and tap Refresh. If access still does not appear, run Restore Purchases from the drawer, profile screen, or paywall.

Refund eligibility and approval are determined by Apple or Google under their policies. Official self-service links:

• Apple refund requests: reportaproblem.apple.com
• Google Play refund requests: Request your Google Play refund

We are happy to investigate app behavior, missing access, and sync issues. For store billing disputes, cancellations, and refund approvals, the decision is made by Apple or Google.

Known Issues & Quick Fixes

• Subscription active, but a topic still says limit reached: open My Profile & Stats and tap the top-right Refresh button. If you are not signed in yet, sign in first, then refresh again.
• Practice Mode ends after 10 questions and shows Finish: that is normal. Practice Mode uses short random sessions by design. Start another set to continue practicing from the full bank.
• Wide tables and code blocks on small phones: swipe horizontally to view the full content. Landscape mode or a larger screen can still be more comfortable for dense exhibits.
• Math/LaTeX: Long inline formulas may scroll horizontally by design.
• Connectivity: The app requires an internet connection for fresh content; brief drops are handled with auto-retry and light caching.
• Changed devices after subscribing as a guest: Sign in with the same app account if available, then use Restore Purchases on the new device.
• Web access: Subscribe in the iPhone or Android app first, then sign in on the web with the same account using the direct login page for your app.

Quick fixes

1. Update to the latest app version (App Store / Play).
2. Open My Profile & Stats and tap the top-right Refresh button.
3. If you are not signed in, sign in with the account you want to use on all devices, then tap Refresh again.
4. Use Restore Purchases from the drawer, profile screen, or paywall if premium access is still missing.
5. Fully close and reopen the app, or sign out and sign back in again.
6. Try the direct web login page for your app to confirm the subscription is active there too.