Frequently Asked Questions
What do I do if voice chat isn’t working?
First, confirm that you’ve authorized the browser to use your microphone. If voice still doesn’t work, check your sound settings. You can access your settings through the search bar or control panel, or the speaker icon or taskbar. Ensure that the proper devices have the green checkmark. Go to the "Levels" tab. Increase the levels and try again. You might also want to try unplugging and re-plugging your headset. If sound problems persist, restart your computer and try again. If you’re still having trouble voice chatting, please reach out to us via our Contact or call us at 800-411-1970. We’re available Monday–Friday from 8 a.m.–midnight, Saturday from 8 a.m.–1 p.m. and 2 p.m.–10 p.m., and Sunday from 8 a.m.–10 p.m. Eastern Time.
What if I get the message, “Please close your current classroom window”? I don’t have one open!
If you’re having trouble starting a session with one of our tutors, please follow this checklist: 1. Make sure you’re using one of our supported web browsers: Microsoft Internet Explorer, Mozilla Firefox, Apple Safari or Google Chrome. 2. Turn off your web browser’s 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 browser’s cache. 4. Restart your computer. Following these steps should allow you to open our online classroom and start working with a tutor, but if you’re not sure how to clear your cache or need more in-depth assistance, please give us a call at 800-411-1970. We’re available Monday–Friday from 8 a.m.–midnight, Saturday from 8 a.m.–1 p.m. and 2 p.m.–10 p.m., and Sunday from 8 a.m.–10 p.m. Eastern Time.
What should I do if I keep losing my connection to the online classroom?
Make sure you’re not streaming video, downloading files, or playing games in another browser window—or on another computer that shares your internet connection. Also make sure that you’re using one of our supported web browsers: Microsoft Internet Explorer, Mozilla Firefox, Google Chrome, or Apple Safari. If you’re still not sure why you’re being disconnected, please give us a call at 800-411-1970 so we can provide technical support. We’re available Monday–Friday from 8 a.m.–midnight, Saturday from 8 a.m.–1 p.m. and 2 p.m.–10 p.m., and Sunday from 8 a.m.–10 p.m. Eastern Time.
