FAQ Errors

• #Errors I'm auto logged out!

  Tutoring is not allowed to log in to multiple devices with the same account. When you log in from another device, you will be logged out automatically from the device you used before.
  
  However, auto-logout may occur due to OS update or reset of your device, Tutoring app updates, Identifier for Advertisers (IDFA) reset, and network reset. If your device ID and IP address in the push notification are the same, please do not worry as they are auto logged out for the above reasons.
  
  If this happens to you continuously, we recommend you to re-install our application and set "ON" for the app tracking.

• #Errors Technical problem

  Please report your issue through the button below.

  We will try to figure out the problem as soon as possible.

   

  Before reporting, please

  1. Check your device.

  - earphones

  - microphone setting

  2. Check to see if the app is updated.

  3. Check network settings

  - wifi

  - LTE

  - Make sure to have a strong and steady network connected.

  4. Contact our CS team

• #Errors Technical problem (WiFi connection or low volume)

  We apologise for the inconvenience caused. Please report your issue through the button below. We will try to figure out the problem as soon as possible.

  Before reporting, please check the setting of equipments as follows:

  - WiFi connection issue

  1. Please check whether the WiFi was automatically disconnected if you are in public area.

  If you would like to turn off the automatic disconnect setting, please refer to Settings > Press the WiFi button for more than 2 seconds > Click "turn off automatic disconnect"

  2. Check the network settings
  - WiFi / LTE
  - Make sure strong and stable network is connected.

  - Low volume issue

  1. We recommend using earphones or headset during class. Check whether your device, earphones and microphone are well connected. Bad quality of microphone or earphones may affect the progress of your lessons.

  2. Check whether the microphone usage is authorized in your device.

  AOS User : Setting -> App -> Permission Manager -> Tutoring -> Permission -> Microphone
  iOS User: Setting -> search for "Tutoring" at the bottom -> Option-> Microphone

  3. Check whether the app is the most-updated version.

  4. Check network settings
  - WiFi / LTE
  - Make sure strong and stable network is connected.

  If there is still any problem, please do not hesitate to contact our customer services.

• #Errors The class suddenly cut-off!

  First of all, we apologize for the inconvenience caused.

  When the lesson disconnects due to internet connection problem, the leftover minutes will be reserved until 23:59 of the day. You can either call back to the tutor right away or just use the leftover minutes by the day (KST).

  Lesson ticket will not be deducted if the class is less than 3 minutes caused by the network issue.

  To maintain a stable connection class environment, please follow the instructions below.

  - I'm using indoor WiFi but it's not working.

  If you are using indoor WiFi, please check if the free public WiFi is automatically disconnected. You can click "Settings > Click the WiFi list for more than 2 seconds > Turn off automatically"

  Please be aware that disconnection may occur even LTE connection is automatically connected.

  - The volume of the speaker is too low.

  We recommend using earphones or headset during class. Bad quality of microphone or earphones may affect the progress of your lessons. Tutoring Development Team always keep a close eye on all technological issues and putting efforts to make it better. Thanks very much.

• #Errors [iPhone] My tutor cannot hear my voice.

  This issue may occur if the usage of microphone is not permitted by iPhone users. P

  lease go to the iPhone setting page, and allow the TUTORING app (scroll to the bottom)> to allow the usage of microphone.

• #Errors I miss the trial lesson ticket that was available for 12 hours.

  Please contact our 1:1 customer services and we will send you the trial lesson ticket right away.

  *Please note that the "trial lesson ticket" is issued only once to each mobile device and each registered account.

• #Errors I can't find my lesson recording.

  Due to the location and the network of overseas tutors, some classes might not be recorded properly.

  If you cannot find the recording of your lesson, please contact our 1:1 customer service or e-mail global@tutoring.co.kr.

  Tutoring will strive to stabilize the service as soon as possible.

• #Errors Problems regarding the quality of the lesson (Wi-Fi)

  Sorry for any inconviniences caused.

  Please check if the wifi wasn't automatically disconnected if you are in a public place. 

  If you want to turn off the automatic disconnect setting, go to Settings > press on to the wifi for more than 2 seconds > click on turn off automatic disconnect

   

   

• #Errors Speaker Volume is too small

  It's recommended to wear earphones during the class.

  If there are problems with your mic or earphones, there might be problems during the lesson.