I requested a session but no one is available/there aren't any coaches.
We try our best to ensure there are enough coaches on the platform for all our students' requests, but sometimes requests aren’t matched.
Coach availability depends on the subject and the time you're requesting a session. We're constantly adding new volunteer tutors, so hopefully, your next request will be better!
The coach isn’t replying to my messages.
Give them a few minutes! They might be checking your work or finding the best way to help.
If you've sent several messages and still haven't heard back, there might be a connection issue. Don’t worry, you can request another session!
The coach ended the session abruptly.
It might be a connection issue, but that's okay! You can request another session!
I accidentally ended the session. Can I reopen it?
No, you cannot reopen a session once it has ended, but you can request another session!
Feel free to check your session history to review what was previously discussed.
Me and/or the coach are experiencing technical issues or the whiteboard isn't loading.
Try refreshing the whiteboard (like reloading a webpage). Ask your coach to do the same.
There's a whiteboard reset button you can try if things are still wonky. Important: If you click this reset button you won't be able to retrieve the information on the whiteboard
If this doesn't fix the issue, report a tech issue using our chat widget (click the question mark bubble in the lower-right). Our tech team will look into it within 48 business hours.
How do I erase things on the whiteboard?
Here are a few ways to delete or erase items on the whiteboard:
Delete specific items: Use the 'Pick' tool, click the item you want to delete, then press delete on your keyboard or click the red trash can icon that appears.
Erase everything: Click the eraser tool (it looks like a trash can) to clear the whole whiteboard.
If you accidentally click on the trash icon and delete all the contents of the whiteboard, you can undo it by clicking the 'Undo' icon which looks like an arrow pointing left
Hide items: Use the eraser icon to drag a white marker over the parts you want to hide.
Tip: Hover over any button to see what it's called! Let me know if you have questions.
Avoid clicking the ‘Reset whiteboard’ icon—it will erase everything, and you can't undo it.
Can I upload images?
Yes! Click the upload image button and select the image you'd like to share.
If your image won’t upload, the file might be corrupt, in an unsupported format, or mistakenly flagged by our new moderation tool. Try refreshing the page.
If it still doesn’t work, report the issue or email support@upchieve.org.
I don't remember my password
You can reset your password here.
Still having trouble logging in? Please send us a message.
I need to update my email
Our staff will need to help you with that. send us a message with your current email and the new one you want to use.