Frequently asked questions
This page gives short answers to common questions. Each answer has a link to the page with the full information.
Solve a common problem
Section titled “Solve a common problem”Each of these pages tells the causes of one problem and what to do:
- I can’t sign in to Arcade. What do I do?
- Why don’t I see Insights, Coach, or Manage?
- Why does the AI not hear me, start too early, or end my session?
- I finished a session. Why didn’t it count?
- Why did I fail the certification when I said the right thing?
- I made a sale or won a game. Why didn’t I get my tokens?
- I bought a reward. Where is it, and how do I use it?
- I cashed out, but the money did not arrive. Where is it?
- I assigned a pathway. Why can’t my learners see it? (managers)
- How do I see who finished their training? (managers)
- Why didn’t my game pay out? (managers)
Everyone: sign-in and the app
Section titled “Everyone: sign-in and the app”Why did Arcade sign me out?
Section titled “Why did Arcade sign me out?”Arcade shows Session expired when your sign-in is not valid now, and Session ended after a time of inactivity. Sign in again. Refer to You are signed out.
Do I need a new app on my phone?
Section titled “Do I need a new app on my phone?”Yes. Install the Arcade AI app, and sign in with your Arcade email address and password. Refer to Install the app.
Which web browsers can I use?
Section titled “Which web browsers can I use?”Use a current version of Google Chrome, Microsoft Edge, Safari, or Firefox. Refer to Use a supported web browser.
How do I know if my network works with Arcade?
Section titled “How do I know if my network works with Arcade?”Run the network check. It tests many of the connections that Arcade uses and gives you a report for your IT team. Refer to Check your network.
Everyone: account and support
Section titled “Everyone: account and support”How do I change the email address of my account?
Section titled “How do I change the email address of my account?”Ask your manager to change the email address in your profile and to send the invitation again to the new address. Refer to Edit the details of a person.
How do I delete my account?
Section titled “How do I delete my account?”Arcade has no option to delete your own account. Speak to your admin, or send a message to Arcade support.
How do I speak to Arcade support?
Section titled “How do I speak to Arcade support?”Open Settings, and select Get Help. You can also send an email to help@arcade.co. Refer to Get support.
Learners: training and sessions
Section titled “Learners: training and sessions”Must I know the topic before an AI session?
Section titled “Must I know the topic before an AI session?”No. An AI Training starts from what you know, and then teaches the topic one point at a time. Refer to The steps of a pathway.
Will I get a notification when I get new training?
Section titled “Will I get a notification when I get new training?”Usually. Arcade sends New training available when someone assigns a published pathway to you. It shows in your notification center and on the mobile app, but not by email. You do not get it in these cases:
- The pathway was a draft when someone assigned it. Arcade does not send it when the pathway publishes later.
- You joined a team or the organization after it got the pathway.
Refer to What learners see and when.
Does Arcade record my sessions? Who can see them?
Section titled “Does Arcade record my sessions? Who can see them?”Yes. For an AI session, Arcade keeps the recording and the transcript. Team Managers and higher roles in your organization can see them and your assessment. Refer to What Arcade records and who can see it.
Who sees the star rating at the end of a session?
Section titled “Who sees the star rating at the end of a session?”The rating goes to Arcade, not to your managers. Refer to Rate a session.
How do I do a completed step again?
Section titled “How do I do a completed step again?”You can start a completed step again only when your manager turned on Allow Repeats for it. You cannot start a passed certification again. Refer to Review a completed step.
How do I report a problem with a session?
Section titled “How do I report a problem with a session?”Use Report an issue in the more options menu of a live session, a lesson, or a certification. AI sessions do not have it, so use Get Help in Settings. Refer to Report a problem in a session.
Learners: quizzes and games
Section titled “Learners: quizzes and games”Does my quiz streak skip weekends?
Section titled “Does my quiz streak skip weekends?”No. Saturday and Sunday count the same as the other days. If you do not answer on a day that has a quiz, your quiz streak goes back to zero. Refer to Keep your quiz streak.
Why must I finish a training before I can join a game?
Section titled “Why must I finish a training before I can join a game?”The game has required training. When you complete all of it, Arcade adds you to the game, if the game is not finished. Refer to Join a game with required training.
Managers and admins
Section titled “Managers and admins”Can I add documents that reps can see during practice?
Section titled “Can I add documents that reps can see during practice?”Yes. In an AI Training or an AI Roleplay, add slide decks, PDF files, or images in the Learner Materials section. Refer to Edit an interaction.
Can our organization turn off games and rewards?
Section titled “Can our organization turn off games and rewards?”Yes. Arcade can turn off games, rewards, training, or coaching for the whole company or for each team. Speak to your Arcade customer success manager. Refer to How your organization changes your tabs.