The most common cause for a loss of points is accidentally forgetting to log in OR logging in with more than one account. Sometimes switching email address or between Google and Facebook causes users to accidentally end up with two separate accounts.
Check that you are logged into the site with the appropriate account and that all related progress and points were recorded while logged in.
If you are having trouble with your Google account, users have mentioned that the secondary or backup email address that you registered with Google will work to login to Khan Academy.
If you have lost progress using the Mastery System, check out this article for more information about how that might have happened.
If you have confirmed that you are using the correct account but the issue is still occurring, please use the Report a problem button in the Help Center and send a request describing the steps you took. Please provide screenshots if possible. Use the title "Lost points" in the text of the note.
Please include the following:
- Your username (if you have one) and the email associated with your account
- The approximate number of points you had and the last time you used the site
- Screenshots of lost progress if possible
- Any other details that might be helpful context