Troubleshooting

I am not able to receive a call or chat from a teacher.


Please check if your Skype is the latest version


Please make sure your Skype version is updated to latest version. We have reports of users using version 4.2 and they are having difficulty in initiating and accepting calls.

Checking your Skype version and make sure it is above 6.0.


Please check your Skype privacy settings


On Windows

Go to Tools and choose Options.  Click on Privacy tab and choose Privacy Setting.


On Mac

Go to Contacts and then go to Manage Blocked Users. On the Privacy Setting, please choose Anyone on Allow calls from and Anyone on Allow messages from.


Make sure you allow calls and receive IMs (instant messaging)  from anyone the moment you are going to have the level test. This might be helpful in cases where you have not added the teacher in your contact list.  


I accidentally blocked the teacher.


In case you have accidentally blocked the teacher, you can right-click on the teacher’s name with blocked icon under “Recent” on Windows or “History” on Mac. Click on ‘unblock’ so that you can accept the contact request from your teacher.


Please contact us if you still can’t get in touch with your teacher.


I couldn’t talk to the teacher in the scheduled time due to intermittent Skype connection


Level Test

If you missed a session due to intermittent Skype connection (having a disconnected call, lots of noise and etc), we would like to ask you to reschedule the session.



GoLive! & Level Up Test

If you missed a session due to intermittent Skype connection (having a disconnected call, lots of noise and etc), we would like to ask you to reschedule the session.



Should you have an issue on the sound quality, please click here.