Frequently Asked Questions
Find quick answers to common questions about your Learner tutoring experience.
📌 Getting Started & Accessing Sessions
How do I join my tutoring session?
- A session link is sent to up to two email addresses on file two hours before the scheduled start time.
- If the session is scheduled with less than two hours' notice, the tutor must send the link manually.
- You can also log in to your Learner account, click Calendar, select the session, and click Join (this button appears two hours before the session starts).
- Important: Only parents have Learner account logins—students do not.
- If you experience any difficulty accessing the online whiteboard space, please use this troubleshooting guide to help you.
Can the session link be sent directly to my student?
- Yes! Ask your tutor to add your student’s email address to your account (maximum of two emails).
- After the trial session, your session link remains the same, so you can bookmark it for easy access. The link only changes if you purchase a different tutoring package.
How can I ensure sessions will be productive?
- Send materials ahead of time: Students should send relevant materials to their tutor before sessions.
- Create a stable learning environment: Find a quiet place at home with minimal distractions for sessions. Avoid joining from cars or public places.
- Provide necessary equipment: Use a computer with a camera, microphone, and strong internet connection to join tutoring sessions. Use Google Chrome or Firefox as your browser.
- Prioritize a consistent schedule: Parents should emphasize the importance of tutoring by keeping a regular schedule with minimal changes.
- Trust your tutor’s expertise: Demonstrating trust in your tutor encourages your student to do the same. Your tutor might introduce new techniques that kick-start your students' growth!
📅 Scheduling & Managing Sessions
How do I schedule sessions?
- We share your availability preferences before the trial, but a confirmed schedule is only set once you and your tutor finalize it.
- Tutors usually reach out within 24 hours of purchase—please check your inbox (and spam folder) and reply promptly.
- Tutors manage their own schedules. After the trial session, you must coordinate directly with your tutor for scheduling.
How do I cancel or reschedule a session?
- Contact your tutor directly to cancel or reschedule.
- If you don’t receive a response via email, your message may have gone to spam—try texting or calling your tutor.
- Please notify your tutor at least 24 hours in advance to reschedule or cancel a session without penalty. Last-minute cancellations may be billed for if your tutor chooses to do so.
How can I check how many tutoring hours I have left?
- Log in to your Learner account.
- Click Students (top-left tab).
- Select your student and click Show Hours.
- Check the Unscheduled Time column for remaining hours.
Do unused tutoring hours roll over to the next month?
- No, hours do not roll over. Any unused hours expire at the end of your monthly cycle.
- Work with your tutor to ensure sessions are scheduled before they expire. If you are enrolled in a subscription, hours renew automatically on your anniversary date.
💳 Subscription & Payments
Can I temporarily suspend my subscription payments if I don't need tutoring for a while?
- Yes, we offer the option to temporarily suspend your plan in specific cases. Complete this form, and we’ll assist in adjusting your plan accordingly.
How do I cancel my subscription?
- Simply complete this quick form and your request will be processed within 24-48 business hours.
How do I increase my monthly number of tutoring hours?
- Simply complete this quick form and your request will be processed within 24-48 business hours.
How do I decrease my monthly number of tutoring hours?
- Simply complete this quick form and your request will be processed within 24-48 business hours.
How do I update my payment method?
- You can update your payment details through your Learner account. If you need assistance, our team is happy to help.
Is tutoring tax-deductible?
- Generally, no. We recommend consulting a tax professional for specific guidance.
📚 Tutor Requests, Support, and Changes
How do I add a tutor for another subject or another student?
- You can share tutoring hours among family members.
- To request an additional tutor for a second subject or another student, complete this form.
- Note: We are not an on-demand service; tutor matching takes time.
What additional subjects does Learner offer?
- Learner offers tutoring services for ages Pre-K through adult learners in Math, English, Science, Social Sciences, Test Preparation (including SAT/ACT prep), World Languages, Computer Science and Coding, and all AP Classes. For more information about tutoring for specific courses, please contact us here.
My tutor is unavailable—can I get a substitute?
- Yes! Fill out this form to request a substitute tutor.
What if my tutor is not a good fit?
- We want every student to have a great experience. If your tutor isn’t the right match, complete this form, and we’ll work with you to find a better fit at no extra cost.
I need to discuss my student’s progress. Who should I contact?
- Submit a request through our Contact Us form, and we’ll respond within 24-48 hours.
I would like to resume tutoring—what do I do?
- When you’re ready to resume your sessions, payments will also restart. Contact us via this form, and we’ll help you get started again. We will confirm everything with you before any charges are incurred.
How do I access Homework Help?
- If you enrolled in a program that includes Homework Help, then the information to join was included in your welcome email. If you cannot find the information, please contact us here.
⭐ Reviews
How do I submit a review for my Learner tutor?
- Click here to leave your rating and review! When it asks you for an order reference you can write your tutor’s name. Please write your tutor’s first name and last initial in the review (please don’t put their full last name; the site will reject the review for revealing personal identifying information).
❓ Other questions
I still have questions! How can I get in touch?
- Still have questions? Submit a request through our Contact Form, and we’ll get back to you as soon as possible!