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Technical Problems, Troubleshooting, Refunded Credits for Technical Problems
What should I do if I'm having an audio or video problem? Will I get a refunded credit?
What should I do if I'm having an audio or video problem? Will I get a refunded credit?

We can help! Follow the steps here to get your issue fixed and get back to learning

Luz Wildt avatar
Written by Luz Wildt
Updated over a week ago


๐Ÿค’ If You're Having a Technical Problem in a Lesson Right Now

Follow these quick steps to try and get the problem fixed, then after your lesson you can look into the more detailed steps and chat with our tech team if needed, including a refunded credit if the problem was on your teacher's end. Don't worry about that now though, follow these steps so you can try to get connected with your teacher!

  1. Go back to the classroom, and reload the page. Try reloading the page a few times and check each time to see if the problem has been fixed; this trick often does fix the problem.

  2. Do a quick audio/video test on the AV Test page

  3. Change browsers. For example if you're using Firefox, try Chrome. Make sure you're using an approved browser and make sure it's updated to the newest version. Click here to read about those

  4. Change devices. If you're using a mobile device like a phone and have access to a computer, try switching to the computer. A computer will generally give you a better connection. If you're using a computer and have another available, try that other computer.

Will I get a refunded credit? How can I get a refunded credit for a technical problem?

We have detailed technical logs of each lesson we can look at after your lesson is over, and our general rule is:

  • If the problem was on your teacher's end, or we're unable to definitively determine the cause of the problem after looking at the detailed logs, we'll of course provide you a refunded credit

  • If the problem was on your end, unfortunately we can't provide a refunded credit

How to request a refunded credit for a technical problem

Just send us a quick message! If you did an audio/video test just before or during your lesson definitely let us know, that helps us quickly process things. You can click the chat button at the bottom right corner of any page, and let us know you think the technical problem wasn't on your end. You can also respond to the automated email you get (when there's a lesson with a technical problem, your teacher will mark that in our system and you'll receive an automated email about it)

AV Test on Our Test Page = Easy Way We Can Refund Your Credit

The easiest thing you can do to ensure you get a refunded credit if there is a technical problem during a lesson, is to have done an audio/video test on the AV Test page just before or during your lesson. If you do that and you can see and hear yourself in the test video recording, that makes it easy for our tech team to refund you a credit, because we can see that the problem wasn't on your end.

Detailed Troubleshooting Steps

If you had a technical issue in a recent lesson, or are having one now and want to try more detailed troubleshooting steps, this is your guide.

Remember that as long as you do Step #1, it's easy for us to refund you a credit if you have an issue in a lesson:

  1. Do an audio/video test on the AV Test page. If you can see and hear yourself in the test, your lesson should work.
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  2. Try using a different browser. For example if you're using Firefox, try Chrome. Make sure you're using an approved browser and make sure it's updated to the newest version. Click here to read about those
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  3. Use a computer rather than a mobile device if at all possible. A computer has much more "processing power" than a mobile device. If you do need to use a mobile device, try to be as close to your wifi router as possible (if you're going to be using a mobile while out away from home/away from wifi, just know that you almost certainly will drop connection during your lessons from time to time).
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  4. Whenever possible, used a wired ethernet cable connection rather than wifi. Wifi is inherently unstable, having what is called "packet loss". Using a wired ethernet cable connection with a computer solves -- and this is
    โ€‹not an exaggeration -- 96% of connection problems.
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  5. Make sure you don't have any adblockers installed in your browser. If you do, turn them off for our website. We don't show you any ads :) and ad blockers will block important parts of our website that are required to function.
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  6. Try a different device. Computers generally have fewer problems than mobile devices. If you don't have a computer, if possible borrow a friend's and see if it works. If it does, we know the problem may lie in the device you were previously using.

That said, the problem may be on your teacher's end of things. If your audio/video test works (you can see and hear yourself well) and the classroom isn't working, we'll likely be able to provide you a refunded credit for the problem.

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