Quick fixes for the most common iPhone app problems.
"This feature requires an active membership"
The Classen Buck app is for members. Join or renew on the website, then sign out of the app and sign back in. Agency seats count too; if your agency provides your training and you see this, ask your training coordinator to check that your seat is active.
I can't sign in
- Use the same email and password as the website.
- Check the Portal: Classen Buck (law enforcement) or Classen Buck 2 (private security / locksmith). Signing in to the wrong portal looks like a wrong password.
- Still stuck? Reset your password on the website, then try again.
A course won't load or shows a blank screen
- Check your connection (Wi-Fi or cellular).
- Tap Done, then open the course again.
- Fully close the app (swipe it away) and reopen it.
Your progress is saved as you go, so reopening won't lose your place.
No sound in a course
- Turn up the volume and check the ring/silent switch on the side of the phone.
- If headphones are connected over Bluetooth, the audio may be playing there.
The welcome message plays over the course, or every time
That was fixed on October 9, 2026. The welcome now plays once, before the course starts. If you still see it, fully close and reopen the app.
My certificate or hours aren't showing
Open Records and pull down to refresh. Courses finished in the last few minutes can take a moment to appear. If a finished course still shows no credit, see I finished a course but it didn't give me credit.
"Certificate unavailable"
Tap Try Again. Certificates load over the internet each time, so they need a connection.
Still need help?
Ask in AI Chat, or use the support page to send us a message. Tell us the course name and what you see on screen.