• 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.

• 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.

• 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!

• Tutors manage their own schedules. You must coordinate with them directly to schedule, reschedule and/or cancel sessions.
• You may request a session by logging into your account and clicking the “Request a Session” button in the top right hand corner. If the calendar is greyed out, you may need to clear your cache or use a different browser. Click here to learn more.

• 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.

1. Log in to your Learner account.
2. On the left, click My Hours.
3. Your remaining hours for every student on your account is reflected in the Time Left column. If you have purchased multiple types of packages, it will reflect the remaining in each one.

Please note, scheduled sessions that have not been completed yet will hold the credit to prevent your tutor from scheduling beyond the allotted hours. If the tutor deletes the scheduled session, the credit will be added back to the Time Left column.

• We encourage you to work closely with your tutor to ensure sessions are scheduled before they expire. If you are enrolled on a monthly subscription, your hours will renew automatically on your anniversary date.
• The hours are meant to be used within the 30 day billing period, unused hours do not roll over. However, there is flexibility built into the system that allows the tutor to backdate sessions up to 60 days.
• Hours may also be used for more than one subject and shared amongst other household members. You may request to add a student from your account under the Students tab.

• You can purchase extra hours here.
• Do not purchase another subscription, as this won’t stop auto-payments and you may be billed twice. If you need more hours on a consistent basis, please login into your account, click Billing, select the program, click Update My Plan, Upgrade/Downgrade and follow the prompts.

• Login to your account, from the calendar click date of the session you want the recording from, scroll to bottom, click Recording.
  
  • Please note, it can take up to 24 hours for the video to fully load.

Login to your account, click Billing, and choose the package you want to change, pause or cancel. Click Update my Plan and make your selection.

• Keep my account active - move my billing date

Perfect for short breaks like spring or winter holidays. Your account stays active, and payments will automatically resume on the date you select. 

• End tutoring for now - choose a future restart date

Ideal for breaks longer than 30 days. Your account will be canceled temporarily. We will contact you by email & text 1-2 weeks prior to your selected date to confirm or give you the option to select a different date. You will only be charged if you confirm your return.

• Login into your account, click Billing, select the program, click Cancel My Plan, and follow the prompts.

Please note: Your cancellation request must be received before your payment is processed. We recommend submitting your request at least 7 days before your next billing date so your tutor has time to open their schedule for other students and plan accordingly.

Automatic payments are not tied to session usage. Your subscription will continue to renew until you cancel it through your account or by contacting Learner Support. Tutors are not able to make billing changes or cancel subscriptions on your behalf.

• We kindly ask that any change or cancellation requests be made at least 7 days before your next billing date. This allows your tutor to open their schedule for other students and plan accordingly.
• Your request must be received before your payment is processed. Automatic payments are processed daily at 3:00 AM Eastern Time. Once a payment has been processed, it cannot be stopped.
• Automatic payments are not tied to session usage. Your subscription will continue to renew until you cancel it through your account or by contacting Learner Support. Tutors are not able to make billing changes or cancel subscriptions on your behalf.

• No. Like most subscriptions, billing is not tied to session usage. If you are not scheduling sessions but do not cancel your subscription, your automatic payments will continue until you cancel.
• If your tutoring needs have changed, we're happy to help you adjust your program, change your package, or turn off automatic renewal. Simply log in to your account or contact Learner Support before your next billing date.

• Login into your account, click Billing, select the program, click Update My Plan, Upgrade and follow the prompts.

• Login into your account, click Billing, select the program, click Update My Plan, Downgrade and follow the prompts.

• Login into your account, click Billing, scroll down and click Payment Methods, click +New Credit Card on the right hand side, enter card info, click Save.

• Generally, no. We recommend consulting a tax professional for specific guidance.
• As of July 2025, you may use your 529 Plan to pay for K-12 tutoring and testing fees such as the SAT & ACT.  Specific rules apply, please consult your plan administrator and/or tax advisor for details.

• 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

• 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.

• Yes! Fill out this form to request a substitute tutor.

• 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.

• Your student’s tutor is the best first point of contact. Our tutors are adaptable and can adjust lessons to meet your student’s needs as they grow, so we encourage you to reach out to them directly.
• If you’d like additional support, you can also email us at support@learner.com, and our team will respond within 24–48 hours.

• 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.

• 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).

• Still have questions? Submit a request through our Contact Form, and we’ll get back to you as soon as possible!