This is the place to ask other Chatterbug users, tutors, and staff questions about the product. Unsure how much time you have to use your LL credits? Are you unsure about Chatterbug’s Live Lesson cancellation policy? Would you love to continue studying with some specific tutors?- Ask here!
Hi! I had scheduled a lesson with a tutor today but the video/audio was not working. I was able to text with the tutor and tell her I was having issues but when I tried to log out and log back on, there was no way to log back into the Live Lesson. This was my first trial lesson. Is it possible to reschedule it since there was some kind of technical issue? The tutor knew I was on the line but she could not see or hear me.
-Barbara
Hi @bbartsch,
Thanks for reaching out! I’m really sorry that your Trial Lesson with Chatterbug didn’t go as smoothly as expected 
I wanted to let you know that you haven’t been charged for this lesson. Your Trial Credit is still on your account. Also, I’ve extended your Trial Phase for 14 days to make up for the lost time.
That said, looking at the lesson logs it appears that the connection issues were on your side and the video and audio quality were a little poor. I’ve listed some of the common causes for a bad connection below, so you can double-check your set up is working well in advance of your next lesson:
- Please make sure to use the most recent version of Chrome, since Chatterbug is not adequately supported on other browsers, and check you’ve given both Chrome and the Chatterbug site access to your mic and camera (click on the little padlock to the left of the Chrome URL bar, hit ‘reset permissions’ and then click on the mic and camera buttons again so they’re blue).
- Please make sure to only take lessons on laptop or desktop computer, since Live Lessons are not supported on mobile devices, and students report a lot of bugs when they try accessing lessons on them.
- Please avoid using external hardware, such as headphones, as this can sometimes interfere with the software we’re using.
- If by any chance you’re using a VPN or ad block, please disable them for the duration of your lessons.
- And finally, if this is just a connection issue, I would advise sitting closer to your router to stabilise the bandwidth, restart it, and to close other software running in the background on your computer. If your connection is persistently unstable, you’ll need to contact your internet provider.
- This post gives further info on connection issues, so, please check it out, too.
Once you’ve done all this, please check your set up using our chat check function. I hope this helps and I’m here if you have any further questions.
With warmest wishes,
Samuel 