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 none of that works, report the issue using the chat bubble (green bubble with question mark) in the lower left corner. A tech team will look into it within 2 days (48 business hours).
How do I erase things on the whiteboard?
Use the eraser tool (last button on the left) to clear things. Click and drag over what you want to erase, then press delete.
There's also a flexible eraser tool to hide parts of the whiteboard. You can even bring things back if you erase them by mistake.
Accidentally erase everything? Click the left arrow next to the art palette to undo it (like a back button).
If you hover your mouse over any button, it'll tell you what it does!
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.