FAQs: Students and Parents
Here are answers to some of the most frequently asked questions about your Tutor.com account. If you don't see the answer to your question here, contact us. We're always happy to help.
General Questions
Tutoring Questions
Pricing Questions
Technical Questions
Account Questions
Q: How does Tutor.com work?
During a session, you'll work with a tutor in our online classroom and chat via instant messaging. With our two-way whiteboard, you can draw diagrams, problems, charts and graphs in real time. Our file-sharing tool allows you to send worksheets or homework problems directly to your tutor. Watch a video to see how our classroom works. There's nothing to download or additional software to buy.
Our tutors use leading questions, step-by-step instruction and examples to help students reach solutions on their own. We never just give away the answer.
Back to top
Q: How can Tutor.com help me?
Tutor.com can help with homework, studying, projects, test-prep and everything in between. If you're stuck on a question, want someone to check your work, or need to brainstorm ideas for an upcoming essay, all you have to do is click Get a Tutor. We'll connect you to the first available tutor in your requested subject, who will work with you on your question to make sure you understand.
Back to top
Q: Will the tutors give me the answers?
No. Sorry. Our tutors want to make sure you can not only solve the problem you're working on, but can also answer similar questions in the future—on your own. They'll help you, guide you, and show you how to tackle the problem, but our tutors will never just give you the answer.
Back to top
Q: How do I get a tutor?
Getting a tutor is easy—just click the Get a Tutor button. If you already have an account, enter your username and password; if you don't have one, you can create it. Then we'll connect you with a certified, professional tutor in minutes.
Please be as thorough as possible in your pre-session question—the more time you spend explaining your problem before the session begins, the less time you'll spend explaining it to your tutor. That saves you minutes and money.
Back to top
Q: When is the service available?
Our tutors are available 24 hours a day, seven days a week, 361 days a year—we're closed on New Year's Day, Independence Day, Thanksgiving, and Christmas.
Back to top
Q: Do I have to schedule an appointment?
No! Tutors are available 24 hours a day, seven days a week, and you never need to make an appointment—just click Get a Tutor whenever you need help
Back to top
Q: How long will I wait for a tutor?
We know you don't have time to wait, so we connect you as fast as we can. We have to estimate how many tutors we need in every subject, every hour of every day. It's a big job that involves lots of statistics, and sometimes you have more homework then we thought you would. Once in a while, you might have to wait a bit longer, but don't worry—no minutes will be deducted from your account until you start working with a tutor in our online classroom.
Back to top
Q: What if my tutor can't help me?
Our tutors are all screened and certified, but they are human, and nobody knows everything. If you get a tutor that isn't an expert in your specific question, they'll transfer you to another tutor right away. And if you ever have a session you're not completely happy with, just request a credit, and we'll investigate it.
Back to top
Q: How do I create an account?
To create an account, just click Get a Tutor. We'll need to collect some information and verify that you don't already have an existing account. Here's what we need:
- Your name, email address, mailing address and a password.
- Either a cell phone number or credit card number.
You'll have a chance to review your account information and confirm the details to create your account.
Back to top
Q: Why do you need my cell phone or credit card for a free trial?
Our free trial is limited to one per student. That's because we want everyone to be able to try Tutor.com to see how great it is, but we can't let you have free sessions forever. Our tutors are real people who get paid for their time, and it costs money to maintain the computers that provide our service.
We limit the number of free trials you can have, and verify your information by texting a confirmation code to your cell phone or checking with your credit card company.
For cell phone authentication: When you use your cell phone number, we'll send you a text message with a Tutor.com confirmation code. Once you get the code, enter it in the box marked "Confirmation Code" and then click "Continue."
For credit card authentication: When you use your credit card, you'll need to enter your billing information, and then click "Continue." We will NOT charge your card to authenticate your account. We will never charge your credit card unless you authorize a purchase.
Back to top
Q: Do I have to use a whole hour every time I get a tutor?
No. Sessions can be as long or as short as you need them to be. If you purchase 60 minutes, for example, and only use 25 in your next session, you'll have 35 minutes remaining in your account.Unused minutes rollover every month for up to six months.
Back to top
Q: Who can use Tutor.com?
Tutor.com is designed for students in the U.S. and Canada who are taking math, English, science and social studies courses at the 4th through 12th grade level, including AP-level classes. This includes students studying for college entrance exams or high-school equivalency tests.
Back to top
Q: Can I request that same tutor for my next session?
To make sure you get the help you need as quickly as possible, we match you to the first available tutor in your requested subject.
Back to top
Q: How do I contact customer service?
You can email us anytime at help@tutor.com, or you can talk to a real, live human being, by calling 800-411-1970. We are available Monday through Thursday from 9:00 a.m. to 8:00 p.m. ET and on Friday from 9:00 a.m. to 5:00 p.m. ET.
Back to top
Q: Does Tutor.com work?
Yes. More than 90% of students who use Tutor.com tell us they get the help they need, improve their grades, and feel more confident after working with our tutors.
TUTOR QUESTIONS
Q: Who are the tutors?
Our tutors are active and retired teachers, college professors, professionals, and undergraduates and graduate students at accredited universities. Every tutor goes through an extensive certification and screening process, including a third-party background check. Every session is recorded and tutors review their sessions regularly with our team of experienced mentors.
Back to top
Q: Is Tutor.com safe?
Yes. Every session is anonymous, so our tutors don't have access to your home address, phone number or billing information—they only see your first name.
Back to top
PRICING QUESTIONS
Q: How does Tutor.com pricing work?
Our pricing is simple: you buy as many minutes as you need, and we deposit them into your account. When you have a session with a tutor, we deduct the minutes you've used from your account. Sessions are as long or as short as you need—there is no maximum or minimum session length. There are no membership fees, no diagnostic fees and no strings attached to purchases. There's no monthly commitment and you never need to cancel anything.
We have pricing plans to fit every budget.
Back to top
Q: How do I buy minutes?
You can buy minutes at anytime. Just visit www.tutor.com/pricing or sign in to your account and go to My Account page and click the "Buy more minutes" button. You can also call us at 800-411-1970 to add minutes over the phone.
Back to top
Q: Do you offer custom minute packages?
Absolutely! Just call us at 800-411-1970 and we'll be happy to set up a custom package for you.
Back to top
Q: Can you make sure I never run out of minutes?
Yes. When you select an Automatic Value Plan, you'll automatically purchase 120 minutes for $60 (a $10 savings) when your account balance falls below 15 minutes. You must have a valid U.S. or Canadian billing address in order to purchase this service.
Back to top
TECHNICAL QUESTIONS
Q: What are the system requirements for Tutor.com?
To use Tutor.com you'll need either:
- Internet Explorer 6.0 or higher on Vista, XP or 2000
- Safari 3.0 or higher on Mac OS X
- Firefox 2.0 or higher on Vista, XP or Mac OS X
You will also need Adobe™ Flash Player 8 or higher. If you would like to use our new, feature rich classroom, you'll need to have Microsoft Silverlight installed. You can download it here. It's completely free, and it installs in seconds.
Technical support is only available to users that meet these minimum system requirements. Other browsers and operating systems may work, but are not supported.
Back to top
Q: When I try to get a tutor, I get a message that asks me to install Microsoft Silverlight. What should I do?
The new version of the Tutor.com classroom uses Microsoft Silverlight to give you the best experience possible. Before you start a session, you should install Microsoft Silverlight. To start the installation process:
- Install Microsoft Silverlight
- Click "Run" to begin the Microsoft Silverlight download
- Click "Run" to continue the installation
- Click "Install Now" to finish the installation. Note, you may need to restart your browser. When the installation is complete, you may need to sign in at www.tutor.com again.
Click here to see the steps.
If you don't want to use our new classroom, you can continue to use our original classroom – but you won't get access to all the new tools and cool features that will make your session better, faster and even more fun.
Need more help? Call us at 800-411-1970 Monday – Friday 9 a.m. – 5 p.m ET
Back to top
Q: How do I reach technical support?
Our technical support team is available Monday through Friday from 9:00 AM to 5:00 PM Eastern time. If you experience a technical problem, please call us at 800-411-1970 or sign in to your account and click "Contact Us" send us an email. Just describe the nature of your problem and let us know when you're available to speak with our technical support team, and we'd be happy to arrange an appointment for you.
Back to top
Q: I forgot my username, what do I do?
Your username is the email address you used when you created your account. Call us at 800-411-1970 if you need further assistance.
Back to top
Q: I forgot my password, what do I do?
To retrieve a lost password, click "Forgot your password?" on the Sign In page, enter your email address, and we'll send you your information via email.
Back to top
Q: I remember my user name and password, but I still can't sign in, what do I do?
Call us at 800-411-1970 or send us an email and we will be glad to help you.
ACCOUNT QUESTIONS
Q: How do I update my account information?
When you sign in to your account, you can edit any of your settings, including your name, email address, password, contact information and billing information.
Back to top
Q: How do I review past sessions?
You can review transcripts of all your sessions in the last 90 days (or even replay the sessions in real time) by signing into your account and clicking the "See all previous sessions" link. It's a great way to keep track of your progress or brush up on an old subject without using any minutes. Clicking the "Ask this question again" link next to a session will allow you to begin a new session by preloading your initial question and whiteboard from that session.
For transcripts of sessions that are older than 90 days, please call us at 800-411-1970.
Back to top
Q: How do I request a session credit?
If you're not satisfied with any of your sessions, please request a session credit by signing in to your account, clicking the "See all previous sessions" link, and selecting "Request credit" beside the appropriate session. You can also give us a call at 800-411-1970. Our experienced review team and mentors will be sure to look your session over, and if it doesn't meet our high standards of quality, we'll credit the minutes you used back to your account.
Back to top