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 48 hours (Starter), 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
- • Custom branding (Studio & Collective)
- • 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
Solo
For individual tutors and small operations
Limited users, basic features, email support (48h)
Studio (Recommended)
For growing tutoring organizations
More users, custom branding, priority support (24h)
Collective
Enterprise tier for established organizations
Unlimited students, white-label, API access, dedicated support (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 48 hours
Studio: Within 24 hours (priority)
Collective: Within 4 hours (dedicated account manager)