How do I report an issue on the website?

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 website as quickly as possible to prevent any interruption to your use of the platform.

When you experience a problem whilst using our website, 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 the website, please first check that you are using the Google Chrome browser (it is most compatible with our platform) and that you have cleared your cache as this can often resolve issues you may be experiencing on the website. 

How to clear your cache on your device’s browser:

1. Open your browser: (e.g., Google Chrome, Firefox, Edge).
2. Access the menu: by clicking the three dots or lines in the top-right corner.
3. Select Settings, then find the "Privacy and security" or "History" section.
4. Click on "Clear browsing data": or a similar option.
5. Choose a time range, typically "All time" for a full clear.
6. Select "Cookies and other site data": and "Cached images and files".

7. Click "Clear data": or "Clear now". 

    

Details we need to fix your website problem:

- Please provide a screenshot or a video of what is happening when your account is not working

- What device are you using to access the site (e.g. mobile, laptop, tablet)

- Which internet browser are you using (e.g. Google Chrome, Internet Explorer..etc)?

- Do you know which version of the internet browser it is that you are using?

- When did the issue happen?

- How can we recreate the problem? Which steps did you take to get to the issue?

Here is an example of a broken down step by step of an issue that you may send to us:

• Open booking form in google chrome
• 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.