Support Centre
Welcome to the Togever Support Centre. Find answers, get help, and learn how to make the most of your tutoring platform.
Need Help Right Away?
Email Support
hello@togeverapp.comResponse time: Within 72 hours (Solo), 24 hours (Studio), 4 hours (Collective)
Getting Started
For Tutors
Setting Up Your Account
- Log in using your organization's invitation link
- Complete your tutor profile with qualifications and subjects
- Set up your availability for tutoring sessions
- Connect your Stripe account for payments (if applicable)
Creating Your First Lesson
- Navigate to "Lessons" and click "Create New Lesson"
- Use the rich text editor to add content, videos, and documents
- Organize lessons in folders by subject or topic
- Try the AI assistant to generate lesson content ideas
Building Assessments
- Create assignments with multiple question types (MCQ, essay, file upload)
- Set deadlines, time limits, and attempt restrictions
- Use AI to generate questions aligned with exam boards (AQA, Edexcel, etc.)
- Enable lockdown mode for secure online assessments
- Create custom rubrics or use AI-generated grading criteria
For Students
Accessing Your Courses
- Log in using your credentials provided by your tutor
- View all assigned courses from your dashboard
- Track your progress and upcoming assignments
- Access lesson materials, videos, and documents
Completing Assignments
- Click on assignments from your dashboard or course page
- Read instructions carefully and note the deadline
- Submit answers for each question type (MCQ, essay, file upload)
- For timed assessments, ensure you have a stable internet connection
- Review your grades and tutor feedback after grading
Communicating with Your Tutor
- Use the messaging system to ask questions
- Check your notifications for tutor responses
- Join live tutoring sessions via Zoom integration
For Parents/Guardians
Monitoring Progress
- View your child's grades, assignments, and completion rates
- Track attendance for scheduled tutoring sessions
- Review tutor feedback and comments
- Monitor multiple children from one parent dashboard
Booking Sessions
- View tutor availability on the calendar
- Book tutoring sessions on behalf of your child
- Receive confirmation and reminder notifications
- Manage session payments and view billing history
Communicating with Tutors
- Send messages to tutors about your child's progress
- Request updates or schedule meetings
- View tutor recommendations and feedback
For Organization Administrators
Setting Up Your Organization
- Complete organization profile and branding settings
- Configure academic terms and scheduling preferences
- Customize organization settings and preferences
Managing Users
- Invite tutors, students, and parents via email
- Assign roles and permissions
- Bulk import users from CSV
- Monitor user limits based on your subscription tier
Subscription & Billing
- Manage your subscription (Solo, Studio, or Collective)
- Update payment methods
- View invoices and billing history
- Monitor usage limits (storage, users, messages)
Common Issues
I can't log in to my account
Check your credentials: Ensure you're using the correct email and password.
Reset your password: Click "Forgot Password" on the login page.
Check with your administrator: Your account may need to be activated by your organization.
Browser issues: Try clearing your cache or using a different browser.
My assessment isn't submitting
Check your internet connection: Ensure you have a stable connection.
Don't close the browser: Keep the assessment tab open during submission.
File size limits: Ensure uploaded files are under the size limit.
Time limits: Submit before the time expires to avoid losing your work.
Contact your tutor: If issues persist, your tutor can manually accept late submissions.
I've exceeded my storage limit
Delete old content: Remove unused videos, documents, or archived lessons.
Compress files: Reduce video file sizes before uploading.
Upgrade your plan: Consider upgrading to Studio or Collective for more storage.
Contact support: We can help analyze your storage usage.
How do I use AI features?
Generating assessments: Click "AI Generate" when creating assignments, specify subject, exam board, and topic.
Creating lesson plans: Use the AI assistant to draft lesson plans based on curriculum standards.
Grading assistance: AI can suggest grades and feedback for essay responses (tutors review before finalizing).
Important: Always review AI-generated content for accuracy before using with students.
Payment and billing questions
Subscription changes: Upgrade/downgrade from your admin dashboard under "Billing".
Payment failed: Update your payment method in the billing section.
Invoices: Download past invoices from your billing history.
Refund policy: Subscription fees are generally non-refundable. See our Terms of Use for details.
Free trial: 30-day trial available for new organizations, no credit card required.
Zoom integration not working
Connect Zoom: Admins must connect Zoom OAuth in organization settings.
Permissions: Ensure Zoom has necessary permissions to create meetings.
Reconnect: Try disconnecting and reconnecting your Zoom account.
Check settings: Verify that live classes are enabled in your organization settings.
How do I delete my account or student data?
For students: Parents/guardians can request data deletion by contacting hello@togeverapp.com.
For tutors: Contact your organization administrator.
For organizations: Admins can cancel subscriptions and request data deletion.
Data retention: Some educational records may be retained as required by law. See our Privacy Policy for details.
Messaging limits and restrictions
Daily limits: Solo (500 messages), Studio (2000 messages), Collective (unlimited).
Upgrade: If you hit limits frequently, consider upgrading your plan.
Use efficiently: Encourage detailed messages rather than multiple short ones.
Feature Guides
Content Creation
- • Creating and organizing lesson plans
- • Building interactive assessments
- • Uploading videos and documents
- • Using AI-assisted content generation
- • Creating custom grading rubrics
Assessment & Grading
- • Setting up auto-graded quizzes
- • Manual grading with rubrics
- • Academic integrity features (lockdown mode)
- • Providing feedback to students
- • Exporting grades and reports
Scheduling & Sessions
- • Setting tutor availability
- • Booking tutoring sessions
- • Conducting live Zoom classes
- • Managing recurring sessions
- • Cancellation policies
Progress Tracking
- • Viewing student analytics
- • Parent dashboards
- • Generating progress reports
- • Issuing certificates
- • Organization-wide analytics
Communication
- • Messaging between tutors, students, parents
- • Notification settings
- • Email notifications
- • Announcement broadcasts
Organization Management
- • User management and invitations
- • Subscription and billing management
- • Academic term configuration
- • Audit logs and compliance
- • API access (Collective)
Technical Requirements
Supported Browsers
Chrome, Firefox, Safari, Edge (latest 2 versions)
Internet Connection
Minimum 5 Mbps for video streaming and live sessions
File Upload Limits
Videos: Up to 500MB per file
Documents: Up to 50MB per file
Mobile Access
Responsive web design works on tablets and smartphones. Native mobile apps coming soon.
Integrations
Zoom (live classes), Google Sign-In, Stripe (payments)
Account & Subscription Help
Subscription Tiers
Every plan includes live teaching, scheduling, invoicing, parent portal, progress tracking, assignments and AI teaching support.
Solo
For independent tutors
Up to 5 tutors, 100 students · 500 mins video · 50 AI assists/mo · Email support (72h)
Studio (Recommended)
For growing practices — multi-tutor management and shared operations
Up to 25 tutors, 300 students · 3,500 mins video · 300 AI assists/mo · Priority support (24h)
Collective
For tutoring organisations — centralised operations at scale
Up to 30 tutors, unlimited students · 10,000 mins video · 1,000 AI assists/mo · Dedicated account manager (4h)
Changing Your Subscription
- Admins can upgrade or downgrade from the billing dashboard
- Upgrades take effect immediately
- Downgrades take effect at the end of the current billing period
- Pro-rated refunds are not provided
Cancelling Your Subscription
- Cancel anytime from your billing dashboard
- Access continues until the end of your billing period
- Data is retained for 30 days after cancellation for reactivation
- After 30 days, data may be permanently deleted
- Request a data export before cancelling to keep your content
Contact Support
Can't find what you're looking for? Our support team is here to help.
Response Times:
Solo: Within 72 hours
Studio: Within 24 hours (priority)
Collective: Within 4 hours (dedicated account manager)