We are sorry that something isn't working as expected. While we intend to build the experience to work 100% of the time, that's just not the reality of modern technology. With that said, here are some things we've seen that we may be able to help with:

If a page doesn't load correctly, or a button doesn't work, try refreshing the page. This will reload the current page you are on. This may reset the activity for all participants, but you will not lose your place in the session.

If refreshing doesn't resolve the issue, press Pause and click Submit Bug Report . This automatically captures your device details, browser info, connection status, and recent diagnostics and sends them directly to our support team.

If your issue is related to video playback, audio, or screen sharing quality, check our guide on Sharing your Makeshapes session on a display for platform-specific troubleshooting steps.

Tip: If you need to change the host device for any reason, "Pause" the session, and click on "Save the session for another day". You can then use this feature to continue the session on another device. Read more about that feature here.

If an activity for a participant doesn't load correctly, or they are stuck — try refreshing the page. This will reload the current activity. The participant may lose any information entered for the current activity, but all earlier information will be saved.

Tip: If a participant can't continue on their device, they can always rejoin on a different device. Just "Pause" the session and have the participant type in the URL or scan the QR code again. Read more about that feature here.

Stuff happens — it's not your fault. While we don't have a foolproof way to continue an existing session (if you haven't saved it for another day), we do have some tricks to help you recover.

If you can get your computer (group view) back on:

First, take a deep breath. See if you can message your participants or someone in the experience letting them know you lost connection.

Then, if you can get your computer back on, see if the tab is still open and available. If it's not, open the same browser and go to this link: https://app.makeshapes.com/host

If that is still not working, we don't have a way for you to recover the experience. You'll have to start a new experience, re-register participants, and skip ahead to where you left off. To skip ahead, hold the SHIFT key and press right arrow on your keyboard. Please go to the last section you were in and let your organisation admin know you had to complete the experience in two sessions.

Once you are in, you can save the session for another day if you want to take a break or reschedule because of scheduling conflicts. Read how to do this here.

If you can't get your computer (group view) back on:

First, take a deep breath. See if you can message your participants with another device to let them know you lost connection.

Our recommendation if you can't get your computer back on is writing down the last section you remember you were in, and rescheduling the session for another day.

If you reschedule, you'll have to start a new experience, re-register participants, and skip ahead to where you left off. To skip ahead, hold the SHIFT key and press right arrow on your keyboard. Please go to the last section you were in and let your organisation admin know you had to complete the experience in two sessions.

If your issue isn't covered above, the fastest way to get help during a session is to press Pause and click Submit Bug Report . This sends your device and connection details directly to our team so we can investigate.

You can also reach us on the chat bubble below or email us at [email protected] . We are available Monday through Friday, New Zealand time.

Most technical issues can be caught and resolved before your session even starts. We strongly recommend running a tech check from the same device, browser, network, and environment you plan to host from — especially if you're hosting from an office, conference room, or over VPN.

Run a tech check

Visit app.makeshapes.com/technical-test to run a diagnostic that tests your internet speed, device performance, video streaming, real-time collaboration, and API connectivity. You'll get a clear verdict — "You're all set", "Almost there", or "Let's fix a few things" — along with specifics to resolve any issues.

Why your environment matters

A tech check that passes on your home WiFi may not pass on your office network. Corporate firewalls, VPNs, proxy servers, and content filters can block the domains Makeshapes needs to function. If you're hosting from a managed network, run the tech check from that network and share the results with your IT team if anything fails. You can do this directly from the results screen using the "Share results" button, which generates a link your IT team can review.

If you're hosting via Microsoft Teams

Screen sharing settings in Teams have a big impact on the experience — particularly for audio and video. When you scroll down on the host registration page, you'll find an interactive walkthrough that guides you through the recommended settings step by step. The setup is different for Windows and Mac, so make sure you follow the steps for your platform.

For detailed platform-specific guidance on sharing your Makeshapes group view — including Teams, Zoom, Google Meet, and Webex — see Sharing your Makeshapes session on a display.

Send the IT setup guide to your IT team

If your IT team needs to whitelist domains or configure network settings, share the IT setup reference at app.makeshapes.com/technical-test/it-setup. It covers domain whitelisting, network requirements, SSL/TLS inspection, proxy configuration, and common troubleshooting scenarios.

Send the host prep page to your hosts

If someone else is hosting on your behalf, send them app.makeshapes.com/technical-test/host. This page walks them through everything they need to get ready, including running the tech check and setting up Teams screen sharing.