Learning Platform Tech 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. If you have more than one student, select the correct student profile from the dropdown menu in the top-right corner of the Home Page.
3. Your next session will appear at the top of the Home Page.
4. Click on the Join session button at the scheduled time.

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.

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

If it does not meet the minimum requirements or if you have concerns about your service, contact your Internet Service Provider (ISP) in order to:

• Obtain service that is compatible with 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.
• Verify your connection supports video streaming on multiple devices. When other household members use a streaming service (such as YouTube, Netflix, Hulu, etc.), bandwidth decreases and may disrupt your connection.
  • If your connection speed is low, ask other household members to refrain from using streaming services during your tutoring session in order to increase connectivity.

If you see an Invalid or Expired Session message, follow the steps below:

• Confirm you’re using the correct link from the session email:

  1. Open the email that contains your session details.
  2. Confirm the session date and time match the session you’re trying to join.
  3. Select the session link from that same email.
     • Important: Session links work for one session only. After the session ends, the link expires and can’t be used again.

• Join the session from your Varsity Tutors account:

  1. Log in to your Varsity Tutors account.
  2. If you have more than one student, select the correct student profile from the dropdown menu in the top-right corner of the Home Page.
  3. Find your session under Upcoming sessions (it appears 24 hours before the session start time).
  4. Select Join session.

• Message your tutor to request a new session link:

  1. Log in to your Varsity Tutors account.
  2. If you have more than one student, select the correct student profile from the dropdown menu in the top-right corner of the Home Page.
  3. Select Messaging from the left-side menu.
  4. Select your tutor.
  5. Type a message requesting a new link to your tutoring session.
  6. Select the send icon (paper airplane) to send your message.

• If you still can’t join after trying these steps:

  1. Ask your tutor for a new session link using the Messaging feature.
  2. Join the newly created session at the original meeting time (as long as your tutor schedules the session within 24 hours of the original meeting time).
  3. Contact the Member Services team by chat or phone for additional support.

Note: Upcoming sessions only appear on your Home Page starting 24 hours before the session begins.