FAQs | Learner

How do we enter the session?

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The link to join the session will be sent to up to two email addresses on file, 2 hours before the scheduled start time. If your tutor schedules the session with less than 2 hours notice they have to manually send it to you.
Alternatively, you can login to https://www.learner.com/account/ and click Calendar on the left (you should have received a welcome email when you signed up). Click the session from the calendar and hit the “Join” button. The join button does not appear until 2 hours prior to the session start time. Please note, only parents have an account to login to; students do not.

Can the session link be shared directly with the student?

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If you would like for the session link to go directly to your student, please ask your tutor to add your student’s email address to the account. The link can only be sent to a maximum of two email addresses.
Also, after the trial session the link is the same so you don’t technically need the link to be emailed to you every time. We suggest saving it to your browser. The link only changes if you purchase a different type of program.

How do I schedule sessions?

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Our tutors manage their own schedules. After the trial session, the Learner team is not involved in scheduling, canceling or rescheduling sessions. You must confirm scheduling with your tutor directly after the trial session. We do communicate your scheduling preferences to the tutor before the trial session, but this does not translate to a confirmed schedule with your tutor. They usually reach out within 24 hours or less from the time you purchase so be sure to respond to their communication. It is advisable to add their email address to your contacts so their emails don’t end up in your spam folder.

How do I cancel or reschedule a session?

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If you need to cancel or reschedule; please reach out to your tutor directly. The tutors manage their own schedules so it is always best to reach out to them. If you email only and have not heard back from your tutor, it is probable your email is in their spam folder. We highly recommend calling/texting to make sure you are on the same page with communication.

How many hours do I have left?

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Login to https://www.learner.com/account.
Click Students (second tab, top left)
Click the radio button next to Student - Show Hours
The Unscheduled Time column is the number of hours remaining and to the left, if there is a date range displayed, then those are the dates the hours are able to be scheduled.

What happens if I don’t use all my tutoring hours in a month?

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The hours do not roll over which means any unused hours in that time period will expire. Please work with your tutor directly to ensure your hours will be scheduled. The hours will renew automatically on your anniversary date.

How do I buy supplemental hours?

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If you run out of hours before your anniversary date, you may choose to upgrade your program to the next level or you may purchase top-up hours here. If you would like to upgrade, send us a message and we will be happy to help!Please do not purchase another subscription as this does not stop your auto payment. We are happy to discuss your options if you are not sure what is right for you.

How can I pause/change/cancel my subscription?

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To pause, change, or cancel your subscription, you must notify us in writing at least seven (7) days prior to your payment anniversary date. Complete this form to explore options and confirm your request. Please note, your tutor is not allowed to communicate this for you so please be sure to complete the form.

I need to discuss how tutoring is going. Who can I reach out to?

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The best thing to do is send a request through our contact us form. We will typically get back to you in less than 24 hours.

How do I get a tutor for another subject or add one of my other students to the account?

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The great thing about Learner is you have access to hundreds of qualified tutors and the hours can be shared amongst your household. To make a great match, we need a little bit of information by you completing this form. Please note, we are not an on demand tutoring service so this is not meant for emergency session requests.

My tutor is unavailable and we would like a sub tutor.

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We are happy to help! Please complete this form to give us the information needed.

Is tutoring tax deductible?

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Not typically, but we advise you to consult a tax professional to discuss this.

How do I access Homework Help?

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If you enrolled in a program that includes Homework Help then the link for this was included with your welcome email. We cannot post it publicly as not all programs offer this benefit.

I would like to resume tutoring; what do I do?

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Welcome back! Complete this form to resume sessions.

I still have questions! How can I get in touch?

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Submit your question through our Contact Form and we’ll get back to you as soon as possible!

Frequently Asked Questions