Common Issues

Account and Login Issues

Can't Log In

Forgot Password:

1. Click "Forgot Password" on login page
2. Enter your email address
3. Check email for reset link
4. Click link and set new password
5. Try logging in again

Email Not Recognized:

• Check for typos in email address
• Try alternative email addresses
• Check if you signed up with Google/Apple
• Contact support if still locked out

Password Not Working:

• Check Caps Lock is off
• Copy-paste password to avoid typos
• Clear browser cache and cookies
• Try different browser
• Reset password if forgotten

Email Verification

Didn't Receive Verification Email:

1. Check spam/junk folder
2. Add noreply@tutorwise.com to contacts
3. Click "Resend Verification Email"
4. Wait 5-10 minutes
5. Contact support if still not received

Verification Link Expired:

• Links expire after 24 hours
• Request new verification email
• Complete verification within 24 hours

Booking Issues

Can't Book a Tutor

Time Slot Unavailable:

• Tutor may have just been booked
• Try alternative time slots
• Check tutor's full calendar
• Set up recurring booking for regular slot

Payment Method Declined:

• Check card details are correct
• Ensure sufficient funds
• Check card expiration date
• Try different payment method
• Contact your bank if card is valid

Booking Request Not Sending:

• Check internet connection
• Clear browser cache
• Try different browser
• Disable ad blockers
• Contact support with error message

Tutor Not Responding

Expected Response Time:

• Tutors have 24 hours to respond
• Most respond within 4-6 hours
• Check spam folder for notifications
• Request expires after 24 hours

If No Response After 24 Hours:

• Booking automatically cancelled
• No charge to your card
• Try booking different tutor
• Report tutor for slow response

Session Link Not Working

Can't Join Online Session:

1. Refresh the page
2. Clear browser cache
3. Try different browser (Chrome, Firefox, Safari)
4. Check camera/microphone permissions
5. Restart your device
6. Use backup link in email

Technical Requirements:

• Stable internet connection (5+ Mbps)
• Updated browser
• Camera and microphone enabled
• Allow pop-ups from tutorwise.com

Payment Issues

Payment Declined

Common Reasons:

• Insufficient funds
• Incorrect card details
• Card expired
• International transaction blocked
• Daily spending limit reached

Solutions:

1. Verify card details in Account settings
2. Contact your bank
3. Try alternative payment method
4. Use different card
5. Enable international transactions

Missing Payment or Refund

Expected Timeline:

• Refunds: 3-5 business days
• Payouts (tutors): Weekly on Fridays
• Bank transfers: 2-5 business days after payout

If Payment Missing:

1. Check bank statement (may show different name)
2. Allow full processing time
3. Check Financials dashboard for status
4. Contact support with transaction ID

Stripe Connection Issues

Can't Connect Stripe:

• Clear browser cache
• Disable ad blockers
• Try different browser
• Check Stripe is available in your country
• Ensure you're 18+

Verification Pending:

• Usually processes within 24-48 hours
• Check email for verification requests
• Provide requested documents
• Contact Stripe support directly

Profile and Listing Issues

Can't Upload Photo

Upload Fails:

• Check file size (max 5MB)
• Use JPG or PNG format
• Ensure image dimensions minimum 400×400px
• Try compressing image
• Use different device/browser

Photo Rejected:

• Use clear, professional headshot
• No sunglasses or hats
• Face clearly visible
• Plain background
• No text or filters

Listing Not Showing

Possible Reasons:

• Listing not published (check status)
• Incomplete required fields
• Stripe not connected (tutors)
• Profile incomplete
• Account suspended

How to Fix:

1. Go to Listings dashboard
2. Check listing status
3. Complete all required fields
4. Connect Stripe account
5. Publish listing

Technical Issues

Page Not Loading

Quick Fixes:

1. Refresh page (F5 or Cmd+R)
2. Clear browser cache and cookies
3. Try different browser
4. Check internet connection
5. Restart device

Clear Cache Instructions:

• Chrome: Ctrl+Shift+Delete
• Safari: Cmd+Option+E
• Firefox: Ctrl+Shift+Delete

App Crashes or Freezes

Mobile App Issues:

1. Force close app
2. Clear app cache
3. Update to latest version
4. Restart device
5. Reinstall app
6. Check for iOS/Android updates

Desktop Browser:

1. Close other tabs
2. Disable extensions temporarily
3. Update browser
4. Try incognito/private mode
5. Switch browsers

Notifications Not Working

Email Notifications:

• Check spam/junk folder
• Verify email in Account settings
• Check notification preferences
• Add noreply@tutorwise.com to contacts

Push Notifications:

• Enable in device settings
• Check app notification permissions
• Ensure "Do Not Disturb" is off
• Reinstall app if persistent

Search and Discovery

Can't Find Tutors

No Results:

• Broaden search criteria
• Remove filters one by one
• Try nearby locations
• Adjust price range
• Check spelling of subjects

Wrong Results:

• Use specific subject names
• Set correct level (GCSE, A-Level)
• Filter by online/in-person
• Sort by rating or price

Messaging Issues

Messages Not Sending

Common Fixes:

• Check internet connection
• Refresh conversation
• Clear browser cache
• Try different browser
• Check message length (max 5000 characters)

Messages Disappearing:

• May be connection issue
• Check Sent folder
• Refresh page
• Contact support if persistent

Not Receiving Messages

Check:

• Email notification settings
• Spam folder
• Message filters
• Blocked users list
• Internet connection

Account Management

Can't Update Profile

Changes Not Saving:

1. Fill all required fields
2. Check internet connection
3. Click "Save Changes" button
4. Wait for confirmation message
5. Refresh page to verify

Can't Upload Documents:

• Check file format (PDF, JPG, PNG)
• Maximum file size: 10MB
• Ensure document is clear and readable
• Try different file/device

Want to Delete Account

Before Deleting:

• Cancel all active bookings
• Download financial records
• Withdraw remaining balance
• Export important data

How to Delete:

1. Go to Account → Settings
2. Scroll to "Delete Account"
3. Review consequences
4. Enter password to confirm
5. Account deleted within 48 hours

Getting Help

Contact Support

Live Chat (Fastest):

• Available 9 AM - 6 PM GMT
• Click chat icon in bottom right
• Average response: 2 minutes

Email (24-hour response):

• support@tutorwise.com
• Include screenshots of errors
• Provide account email
• Describe issue in detail

Phone (Urgent issues only):

• Available for payment/security issues
• Request callback via email
• Include phone number and best time

Before Contacting Support

Information to Provide:

1. Account email address
2. What you were trying to do
3. Error message (screenshot)
4. Browser/device details
5. Steps already tried

System Status

Check Platform Status:

• Visit status.tutorwise.com
• Follow @tutorwise on Twitter
• Subscribe to status updates
• Planned maintenance announcements

Known Issues:

• Listed on status page
• Updates posted regularly
• Estimated resolution time
• Workarounds provided

Need More Help?

Quick Links

• Account Settings
• Getting Started for Tutors
• Getting Started for Students
• How Bookings Work
• Payment Information