Frequently Asked Questions

Why can't I sign in to my account?

Try signing in via the Sign In button in the upper right.  If that doesn’t work, you might need to connect to via a library or company website, or through a Learning Management System utilized through your school.  If you know you have through an institution but aren't sure how to sign in, please contact us for further instructions.

What if I get the message, “Please close your current classroom window”? I don’t have one open!

If youre having trouble starting a session with one of our tutors, please follow this checklist: 1. Make sure youre using one of our supported web browsers: Microsoft Internet Explorer, Mozilla Firefox, Apple Safari or Google Chrome. 2. Turn off your web browsers pop-up blocker. Our online classroom opens in a new browser window when you click “Get a Tutor”, so a pop-up blocker could prevent it from launching correctly. 3. Clear your browsers cache. 4. Restart your computer. 

The classroom is slow, unresponsive, or it disconnects me frequently. What can I do?

Clear your browser's cache and cookies and ensure you have the latest version of your browser.  You can also check your network speeds and connection stability, and reset your modem or router if necessary.  You should also close other browser tabs or applications that may be utilizing bandwidth or system resources or try a wired connection if you are on a wireless network.

What do I do if I see a white page when trying to access the tutoring service?

Clear your browser's cache and cookies. Disable any active browser extensions that might be causing conflicts (if loads just fine in a Private or Incognito browser window, an extension or add-on might be the problem.) Make sure your browser is updated to the latest version.

Why can’t the classroom detect my speakers or recording device?

Make sure your sound peripherals are plugged in and switched on. If they are working in other applications, check your browser settings and make sure has permission to use your speakers, microphone, and/or camera.

Others can't hear me, or I can't hear them. What's wrong?

Check your device's microphone and speaker settings, and make sure the browser you are using has permission to use your speakers and microphone.

I can see but not hear my tutor during a video session. How do I fix this?

Check your computer's sound settings and ensure your speakers are not muted or set at low volume.

I can’t share files in sessions because my Locker is full. How do I delete old files?

Once signed into, navigate to My Account->Locker and choose one or more files to delete.

Why didn’t I receive my reviewed document back?

Please allow up to 12-24 hours for a drop-off document review to be completed. Check your email (including Spam or Junk folders) for any alerts that may have come in, and in navigate to your Completed Sessions list to retrieve any finished review documents.