Most tech issues can be resolved by refreshing the page and asking the student to do the same.
Examples of what to say to the student:
Sorry, I can’t see what you uploaded on the whiteboard.
I’m going to try to refresh–can you do the same, please?
Click this link to report a tech issue or use our chat widget (click the question mark bubble in the lower-right). Our tech team will look into it within 48 business hours.
Please provide as much info as possible to help us understand the issue that occurred. Record your screen or take screenshots if possible!
If neither the volunteer nor the student sends at least one message in the chat, the session won’t be saved in session history.
Whiteboard and document edits also won’t appear in session history—only the final version will be shown.
To update your phone number, please follow these steps:
Click on "Edit" in the upper right corner.
Update your phone number.
Click "Save" to confirm the changes.
If you encounter issues verifying your phone number and you are outside of the U.S. and Canada, please note that your country's regulations may prevent us from sending text messages.
You'll need assistance from our staff to update your email address. Please send us a message and provide your full name, the email address that is currently in your account, and the new email address.
Here are a few ways to delete or erase items on the whiteboard:
Erase everything: Click on the three dots and select the 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.
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.
Students using the mobile app currently cannot copy text or links directly from the chat. We know this can be frustrating, and we plan to enable this feature in the future.
In the meantime, students can copy text by taking a screenshot of the chat and following these instructions:
iOS: Apple’s Live Text feature allows you to copy text from images. Open a screenshot in Photos, Safari, or Files, then tap and drag to select the text you want to copy.
Android: Google Lens can extract text from images. Open a screenshot in Google Photos or use the Camera app, tap the Lens icon, and select the text you want to copy. You can then copy it to the clipboard, search it on Google, or translate it into another language.
Please note, if you’re in a non-STEM session, you can paste text into the doc editor. Students can copy from there even on the mobile app.
