Lost minutes are not possible, even when the network goes down. It doesn't matter the kind of device from which a student accesses the Internet. If they log in, we track them. Membean maintains time stamps that begin when a student attempts to log in and only end when they complete the session or closes the browser. A student cannot see another question or word page if the previous question or word page isn't registered with our database, so progress is impossible without time registration. This article explains some things to consider when a student claims that Membean lost their minutes.

Duplicate Accounts

Students sometimes create new Membean accounts instead of logging onto their original one. This causes duplicate accounts, and the student may accidentally be training on the wrong one or even on both, causing their minutes to be split between the two. The student might train on one account while the teacher is viewing the unused one. If you realize your student has a duplicate account, please contact support@membean.com and provide the username that the student uses to train. We'll update the student's account to make sure the right one is associated with your class. 

There is also the chance that if a student is using a shared device, they may have accidentally trained on the account of a friend or sibling instead of their own. 

Misreading the Dashboard

Sometimes students read the dashboard incorrectly. They may not pay attention to dates or cycles and believe what you're seeing on your report is different from what they're seeing on their dashboard. Rest assured that your report is always accurate. If your student is sure that their training is not being captured on your reports, you can have them show you their dashboard (but don't trust screenshots - click here to learn why!), or you can even sign in as the student and view their dashboard. This will allow you to see exactly what your student sees, and you'll likely be able to figure out where the misunderstanding is.

Time Spent Outside Trainer

Time spent on the dashboard, whether reviewing words already seen, listening to a rootcast, or looking through activity logs, does not count as training minutes. Taking a quiz or completing a writing assignment does not count as training minutes either. While being on the dashboard might be fun, it is not training. Training minutes are only counted while the student is actively in a training session. 


If a student sits on a word page while being inactive, Membean will close out the training session. A student may leave their computer or tab out in the middle of a session, thinking that they're gaining minutes without doing any work. Membean will close them out of their session after around 6 minutes of inactivity, and no further "minutes" will be recorded.


As much as it pains us to say this, the electronic equivalent of the "dog ate my homework" is prevalent. We investigate a dozen spurious training claims per week. The pattern we've noticed is that these reports are always at their most frequent when a school just starts using Membean and while students do not yet understand that we track every interaction on the site. Students who have been using Membean for multiple years never report this problem. In addition, these reports are almost always on homework assignments. Students rarely, if ever, report timing errors when training in class or under the supervision of a teacher.