If a lesson has already failed
You are not charged for a lesson that fails in its first five minutes. A connection that drops, a camera that will not work, a match that is plainly wrong — the block is not charged at all, automatically. You do not have to ask, and there is no refund to wait for, because there was never a charge.
If a technical problem cut a lesson short after that, tell us. Every lesson is recorded, so we are not relying on anyone’s memory — see our refund policy.
Before a lesson
- Use Chrome, Edge or Safari, kept up to date. A lesson runs in the browser — there is nothing to install.
- Let the browser use the camera and microphone when it asks. If you said no once, the padlock in the address bar is where you change it back.
- Close other video calls and heavy tabs. Two calls competing for the same camera is the most common reason one of them fails.
- Wired or close to the router beats the far end of the house.
During a lesson
No picture, or no sound
Refresh the page first — it reconnects to the same lesson and is faster than anything else you could try. If that does not do it, check the padlock in the address bar for camera and microphone permission, then check nothing else is already using the camera.
The other person cannot hear you
Check the microphone your browser has chosen, not just the one your computer is using. Headphones with a mic often become the default the moment they connect.
The video keeps freezing
Move closer to the router, or ask others in the house to pause anything streaming. Turning your own camera off frees up the connection for the tutor’s picture and the whiteboard, which are the parts that matter.
The whiteboard will not load
Refresh. The whiteboard restores what was already drawn — nothing your child worked on is lost by reloading.
You were dropped out of the lesson
Open loop again and rejoin. The lesson is still there for as long as it is running.
Recordings and reports
The written report arrives a little after the lesson itself, because a person at loop reads it before you do. The lesson recording is not something you receive: only loop staff can watch one, and only where there is a reason to, such as a concern you raise or a complaint.
If a lesson worried you, tell us within 90 days and we will watch it — after that the video is genuinely gone and we cannot get it back. The transcript and the report stay for as long as you have a loop account. What is kept and for how long is set out in our recording notice.
Still stuck
Email patrick@loop.study with the student’s first name, roughly when the lesson was, and what you saw. That is enough for us to find it — you do not need a reference number. If it is urgent, call 021 044 9582 during New Zealand business hours.