Technical Support

Session links are emailed 24 hours before your scheduled tutoring session. If you are unable to locate the email, you can log into your account to access your session using the instructions provided below.

Option 1: Use the Email Link

Check Your Email Inbox: Look for the email sent 24 hours before your session’s scheduled start time, open the email, and click on the session link. If the email is not in your inbox, check your spam or junk folder. For additional troubleshooting regarding emails from Varsity Tutors, please see: What should I do if I’m not receiving emails from Varsity Tutors?

Option 2: Log In to Your Account

If you cannot locate the email with your session link, follow these steps:

1. Log in to your Varsity Tutors account.
2. Choose the correct student’s profile by clicking on the Initials icon in the top right corner of the My Learning Dashboard, if you have more than one Student on your account. 
3. Upcoming Sessions appear at the top of the “My Learning Dashboard” 24 hours before your session start time.
4. Click on the Join session button.

If you are unable to locate the session link, either in your email or by logging into your account, contact your tutor through the Messaging page of your account. If needed, the tutor can send you the session link directly.

Did you know? The easiest place to manage your tutoring schedule is in our app.

Our Platform Troubleshooting guide may be found here. 

If you're still having trouble, our live chat agent, Alex, is available 24/7 to guide you through troubleshooting and resolving the issue to get your session back on track as quickly as possible. For assistance during a tutoring session:

• Click on Get Help within your tutoring session.
• Select Request Support.
• Ask Alex your question in the chat window in the lower right corner of the session.
• Follow the on-screen prompts.

Session links are valid for one session only. After the session ends, the link expires and can no longer be used.

Here’s what to do:

1. Verify the session link: Check the email you received with the session link to ensure you’re using the correct one. The email also lists the date and time of the session.
2. Join from your account: If you can’t find the email, log in to your Varsity Tutors account and try joining the session directly from your account page.
3. Contact your tutor: If you’re still unable to join, reach out to your tutor and ask them to send you the correct session link.

If these steps don’t work, ask your tutor to schedule a new session and send you the updated link. You can still join the new session at your original meeting time, as long as it’s not more than 24 hours in the future.

For the best platform experience, we recommend your Internet connection speed is at least 10 Mbps download/5 Mbps upload. To see if your connection meets the minimums go to speedtest.net (or another speed test site of your choosing) and run the test.

If it does not or if you have concerns about your service, Contact your Internet Service Provider (ISP) to:

• Obtain service that is compatible with the platform, if your connection does not meet the minimum recommended speeds.
• Verify your connection supports video streaming (on multiple devices if others may use a streaming service such as YouTube, Netflix, Hulu, or similar while you are using the platform as these use bandwidth needed to connect to the platform).
• Ask about changing the channel on your Wi-Fi router or allowing your router to change channels automatically in order to avoid interference from other nearby networks.
• It may be necessary to ask others on your connection to refrain from using services such as Hulu, Netflix, YouTube, Vudu, Vimeo, and similar in order to preserve the bandwidth available for your tutoring session.