As much as we try, we know that everything doesn’t work perfectly all the time, so we are here to help fix any problems that you experience whilst using our app as quickly as possible to prevent any interruption to your use of the platform.
When you experience a problem whilst using our app, there are some specific pieces of information that really help us to identify and resolve the issue - below, we are going to highlight all of the useful steps that we would love you to include when reporting your problem to us. As much detail as possible is favourable for helping us fix things for you as quickly as we can.
*Note* Before you report the problem with your app, please first check that your app is updated to the latest version in the appstore and that you have tried restarting the app - if your app is not up to date, this can sometimes cause problems, so updating just ensures we iron this out as an option!
Details we need to fix your app problem:
- Please provide a screenshot or a video of what is happening when your account is not working
- What is the model of device you're using? (i.e Apple iPhone 15, Galaxy S22 etc.)
- What version of the app are you are using? (You can find this by going to “more” on the bottom right of your screen and then scrolling to the bottom - the app version will be at the bottom of this page)
- What version of your phones operating system are you on? (You can normally find this in your phones settings)
- When did this happen?
- What did you do to find the issue? (*Tip* Please break down step by step from when you open the app what it is that you do, what you tap on and what is happening that takes you to the problem you are experiencing)
Here is an example of a broken down step by step of an issue that you may send to us:
- Open booking form in iOS app
- Select student Jane D
- Select subject Maths GCSE
- Leave location as default
- Leave repeat lessons unchanged
- Select 5th Jan 2026 as lesson time
- Select time of 09:15
- Leave duration Select Duration of 2 hours
- Leave earnings untouched
- At this point I'd expect to see earnings and total lesson price multiplied by the duration but they stay at the value for one hour.
If you don't know answers to all of the above, that's no problem, however please be aware that we do require as much information as possible in order to be able to look into the issue - if not, our development team may not be able to investigate the problem.
Please send your issue report to us at support@tutorful.co.uk and we will be happy to assist you from here.