Frequently Asked Questions

How do I book a lesson?

• Click on the “Book tutor” tab in the black navigation bar at the top of your login screen. • Here you will see a list of your available tutors. • Click on the name of the tutor you would like to book a lesson with. • You will then be able to see your tutor’s calendar and their availability. • Green slots indicate that the tutor is available at this time. • Click on the available slot when you would like your lesson to start, and a ‘Book a lesson’ box will pop up. • Select the duration of your lesson from the drop down menu and add any notes you think would be relevant to the lesson (this could be topics you would like to cover). Then click OK. • This will take you to your ‘Upcoming Lessons’ page where you are able to see all of the lessons that have been booked in. • 10 minutes before your lesson is due to start, the “Join Session” button will turn purple and you’ll be able to access the online classroom simply by clicking it. • Make sure to plug in your USB headset before entering the online classroom to reduce the risk of audio issues. • If you have any problems, please click the ‘Support’ button on the right hand side of the page to send a query to a member of staff.

How do I see my upcoming lessons?

Your upcoming lessons can be viewed by clicking on the “Upcoming Lessons” tab in the black navigation bar at the top of your login screen. Your upcoming lessons are also displayed in a grey box on the right-hand side of the page.

How do I access the online classroom?

• Click on the ‘Upcoming Lessons’ tab in the black navigation bar at the top of your login screen. Here you will be able to see all of the lessons that have been booked in. • 10 minutes before your lesson is due to start, the “Join Session” button will turn purple and you’ll be able to access the online classroom simply by clicking it. • Make sure to plug in your USB headset before entering the online classroom to reduce the risk of audio issues. • If you have any problems, please email the helpdesk on helpdesk@mathsdoctor.co.uk to send a query to a member of staff.

What do I need to do before my first lesson?

If you are using a Windows computer, we recommend that you use Google Chrome as your browser to enter the online classroom (this can be downloaded for free at www.google.com/chrome). Safari is the optimum browser for Mac users. You can use your in-built speakers/microphone or standard headphones to communicate with your tutor but we highly recommend that you use a USB headset with a microphone. This should be plugged in to your computer before you enter the online classroom to reduce the risk of audio problems. Call us on 0800 088 2820 if you have any problems with your audio set-up. It’s a good idea to try out your graphics tablet before your first lesson so you can get used to how it works. Simply plug the tablet into a USB port on your computer and you’re ready to go. The tablet is compatible with both Windows and Mac computers and there is no need to install any software. If you are concerned about technical issues, you can contact our support team in advance who will provide you with a classroom test to ensure your PC is configured correctly.

Which browser should I use?

If you are using a Windows computer, we recommend that you use Google Chrome as your browser to enter the online classroom (this can be downloaded for free at www.google.com/chrome). Safari is the optimum browser for Mac users.

Do I need to use a headset?

You can use your in-built speakers/microphone or standard headphones to communicate with your tutor but we highly recommend that you use a USB headset with a microphone. This should be plugged in to your computer before you enter the online classroom to reduce the risk of audio problems. Call us on 0800 088 2820 if you have any problems with your audio set-up.

What should I do if I’m experiencing technical difficulties?

Please call us on 0203 476 4853 and a member of our support team will be happy to assist you.

I can’t access the online classroom. What should I do?

Our online classrooms rely on the latest technology, so first make sure that you have downloaded the latest version of your web browser. If you are a Windows user, you should use Google Chrome as your browser. Safari works best for Mac users. When you click on the “Join session” link to join the online classroom, allow around 15 seconds for the classroom to load. If the screen is still blank after this time then try refreshing the page. You can do this by clicking anywhere on the blank page and pressing F5 on your keyboard. If you are still unable to access the classroom, please call us on 0800 088 2820 and a member of our support team will be happy to assist you.

How do I view my previous lessons?

All your lessons are recorded and can be played back at any time. This is particularly useful when revising for exams. Simply click on the “Lesson History” tab in the black navigation bar at the top of your login screen. Here you’ll see a list of all your past lessons. Find the lesson you want to play back and click the record symbol on the right-hand side to view it.

Why can I not view my tutor’s calendar on my Maths Doctor account?

Make sure you are using Google Chrome as your web browser if you are a Windows user as some other browsers do not allow certain functionalities on the website. Safari is the optimum browser for Mac users.

What do I do if my tutor has no availability and I want to book a lesson?

Simply contact Maths Doctor on 0800 088 2820 and one of our learning advisers will be happy to match you with a new tutor available at a time that suits your schedule.

How do I reschedule or cancel a lesson?

You can cancel lessons from your account on the “Upcoming Lessons” page, which can be found at the top of your screen in the black navigation bar. Next to each lesson booking there is an option to cancel the lesson. (Lessons can be cancelled up to 24 hours in advance; any lessons cancelled after this time may be charged in full by the tutor, in extenuating circumstances this charge may be waived.) If you wish to reschedule the lesson, please contact our support team on 0800 088 2820 and someone will be able to assist you.

How do I edit my details?

To edit your account details, simply click on the “Profile” tab in the black navigation bar at the top of your login screen. Then click the edit button at the bottom of the screen to allow you to edit your personal details.

What is the cancellation and refund policy?

Please refer to our Terms and Conditions before cancelling or requesting a refund. You can also discuss the cancellation and refund policy with a learning adviser by calling 0800 088 2820.

When does my subscription start?

Your subscription is valid from the 1st payment date rather than from the beginning of a month i.e. if you make your first payment on 10 May, your hours will be valid on your account from 10 May - 9 June and your next payment date will be 10 June.

When is my next payment due?

Your next payment date will depend on the start date of your chosen payment plan. You will receive an email each time we are due to take payment. You will also be able to see your next payment date on the 'Payment' tab which can be found at the top of the screen in the black navigation bar.

How do I purchase more hours?

If you require more hours than available as part of your subscription package, you can purchase more on a pay-as-you go basis by clicking on the “Pay as you go credit” button on the “Payment” tab in the black navigation bar at the top of your screen. You are able to book up to 8 pay-as-you-go lessons. If you require more than 8 additional hours, please contact our support team on 0203 476 4853.

How do I upgrade my subscription package?

If you wish to upgrade your subscription package, you will need to contact our support team on 0203 476 4853 who will be able to assist you and set you up with your desired package.