English - Explaining a Problem

Lesson 134 of 139

A friendly customer support scene for English learners explaining a problem clearly.

Goal: Clear, polite ways to describe what went wrong

Free English lessons with audio, guided practice, and speaking support.

Hi — ready to explain a problem clearly? This short lesson gives you practical phrases to report issues and ask for help. Keep it simple: say what happened, when, and what you want the other person to do.

Level B1: In Lesson 134 you'll practice useful phrases for explaining problems—how to say something isn't working, report an error message, and ask for help. This CEFR-aligned lesson focuses on clear, polite frames you can use with colleagues, support staff, or friends.

After this lesson you'll be able to:

  • Level B1: Explain a problem and give useful details (when it started, what happened).
  • Use polite questions to ask someone to check or to say what to do next.
  • Practice and say 13 common frames for everyday tech and service problems.
A learner explaining a device problem to a colleague in English; topic: describing something not working.

Ready? Let's go!

When you tap play on phrases, we track your progress through this lesson.

1. Reading + Listening Practice

Hear core phrases, repeat aloud.

___ isn't working properly.

explain that something is not functioning

Meaning: Explain that something is not functioning.

When to use: Practical spoken frame for describing a malfunction without technical detail.

The printer isn't working properly.
The printer isn't working properly.
The app isn't working properly on my phone.
The app isn't working properly on my phone.

Something went wrong with ___.

describe an unexpected negative result

Meaning: Describe an unexpected negative result.

When to use: Use when the exact cause is unknown and you want to report that something went wrong.

Something went wrong with the delivery.
Something went wrong with the delivery.
Something went wrong with the update.
Something went wrong with the update.

I can't get ___ to work.

say that the speaker cannot complete an action

Meaning: Say that you cannot get something to work.

When to use: Help-seeking frame for everyday technology and equipment problems.

Tip: Beginners sometimes say "I can't make it work" in contexts where a device or account is blocked. Both are possible; prefer "I can't get ___ to work" for systems.

I can't get the scanner to work.
I can't get the scanner to work.
I can't get my email to work on the phone.
I can't get my email to work on the phone.

I didn't receive ___.

explain that an expected item or information is absent

Meaning: Explain that an expected item or information is absent.

When to use: Report missing communications, documents, or items.

I didn't receive the invoice.
I didn't receive the invoice.
I didn't receive the confirmation email.
I didn't receive the confirmation email.

This has happened before.

explain that the issue has happened more than once

Meaning: Explain that the issue has happened more than once.

When to use: Add context for ongoing or repeated problems.

This has happened before.
This has happened before.
This has happened before with the same update.
This has happened before with the same update.

It was fine before, but now ___.

explain recent change causing a problem

Meaning: Explain a recent change causing a problem.

When to use: Contrast a past correct state with the current problem.

It was fine before, but now the screen is blank.
It was fine before, but now the screen is blank.
It was fine before, but now the app logs me out.
It was fine before, but now the app logs me out.

It says ___.

report an error message or warning

Meaning: Report an error message or warning.

When to use: Use when you can read a message or warning on a device or screen.

Tip: Learners sometimes paraphrase error messages too much. It's best to quote the exact short message: e.g. "It says 'Error 404.'"

It says 'connection failed.'
It says 'connection failed.'
It says 'payment declined.'
It says 'payment declined.'

Could you check it for me?

ask someone to check the problem

Meaning: Ask someone to check the problem.

When to use: Polite request for help after describing a problem.

Could you check it for me?
Could you check it for me?
Could you check the order status for me?
Could you check the order status for me?

What should I do now?

ask what action to take next

Meaning: Ask what action to take next.

When to use: High-frequency question to find the next step when the solution is unclear.

What should I do now?
What should I do now?
What should I do now about my account?
What should I do now about my account?

The issue started when ___.

Explain when a problem began

Meaning: Explain when a problem began.

When to use: Give context about the start of a problem.

The issue started when I updated the software.
The issue started when I updated the software.
The issue started when I changed my password.
The issue started when I changed my password.

I tried to ___, but it didn't help.

Report an attempted solution that failed

Meaning: Report an attempted solution that failed.

When to use: Explain what you've already tried so helpers avoid repeating steps.

Tip: Don't say only the action; add the result. Instead of just "I restarted," say "I tried to restart it, but it didn't help."

I tried to restart it, but it didn't help.
I tried to restart it, but it didn't help.
I tried to log in again, but it didn't help.
I tried to log in again, but it didn't help.

It keeps ___.

Describe a repeated problem

Meaning: Describe a repeated problem.

When to use: Say this when something keeps happening regularly.

It keeps crashing.
It keeps crashing.
It keeps asking me for a code.
It keeps asking me for a code.

It won't let me ___.

Explain that a system blocks an action

Meaning: Explain that a system blocks an action.

When to use: Use when a system or website prevents you from completing a task.

It won't let me upload the file.
It won't let me upload the file.
It won't let me change my address.
It won't let me change my address.

2. Conversational Listening Practice

Hear phrases in a real mini-conversation.

Anna calls a colleague about a broken office printer.

Two people talking about a printer problem, using polite problem-reporting phrases in English.

What does Anna ask David to do?

Portrait of Anna in a English lesson dialogue

Anna

The printer isn't working properly.

The printer isn't working properly.

Portrait of David in a English lesson dialogue

David

What happens when you try to print?

What happens when you try to print?

Portrait of Anna in a English lesson dialogue

Anna

It says 'paper jam', but I cleared it and it keeps showing the message.

It says 'paper jam', but I cleared it and it keeps showing the message.

Portrait of David in a English lesson dialogue

David

This has happened before? When did the issue start?

This has happened before? When did the issue start?

Portrait of Anna in a English lesson dialogue

Anna

The issue started when we installed the new cartridges.

The issue started when we installed the new cartridges.

Portrait of David in a English lesson dialogue

David

Could you check it for me? I can come and look in five minutes.

Could you check it for me? I can come and look in five minutes.

3. Guided Practice

Quizzes and matching to lock in meaning.

You see a warning on your laptop screen that reads 'Access denied.' What phrase helps you report the message?

Your online order never arrived. You want to tell support that you did not get it. Which phrase fits?

You tried restarting a device but the problem is still there. Which phrase tells someone you tried something that failed?

A website prevents you from uploading a document. Which phrase explains that a system is blocking you?

I didn't receive the confirmation email.

My confirmation email never arrived. ___.

It says 'invalid password.'

When I try to log in, I get 'invalid password.' ___.

It keeps disconnecting.

I restarted the router twice, but the internet still disconnects. ___.

Match the core phrases

Match the extra phrases

4. Speaking Practice

Say phrases yourself (mic/recording).

Recording stays on your device only. Check speech uses your browser's speech tools when available.

Say this phrase out loud:

___ isn't working properly.

explain that something is not functioning

Say this phrase out loud:

Something went wrong with ___.

describe an unexpected negative result

Say this phrase out loud:

I can't get ___ to work.

say that you cannot get something to work

Say this phrase out loud:

I didn't receive ___.

explain that an expected item or information is absent

Say this phrase out loud:

This has happened before.

explain that the issue has happened more than once

Say this phrase out loud:

It was fine before, but now ___.

explain a recent change causing a problem

Say this phrase out loud:

It says ___.

report an error message or warning

Say this phrase out loud:

Could you check it for me?

ask someone to check the problem

Say this phrase out loud:

What should I do now?

ask what action to take next

Say this phrase out loud:

The issue started when ___.

explain when a problem began

Say this phrase out loud:

I tried to ___, but it didn't help.

report an attempted solution that failed

Say this phrase out loud:

It keeps ___.

describe a repeated problem

Say this phrase out loud:

It won't let me ___.

explain that a system blocks an action