You have questions. We have answers! Please consult the FAQ to find answers to many common questions about the services and resources offered by LEARN.

Technical Support FAQ

This page contains some handy information about our online classroom platform, Zoom.

For the best experience, download the Zoom Meeting Client. Go to site

If you are having problems connecting, please read this page BEFORE calling our support line at  1-888-622-2212.

What will happen after I click the Zoom link provided for my appointment? How does Zoom work?

See our
 Quick Start Guide to help you connect and use the features of Zoom. 

What are the system requirements for Zoom?

Zoom is supported for Windows, Mac, iPad, Android and Linux. At this time, Chromebook support is limited (see below).

What is the preferred browser for Zoom for LEARN Tutoring?

LEARN supports Chrome, Firefox and Safari.

I only have a Chromebook. Can I still participate in LEARN Tutoring?

Absolutely! Please just let your tutor know that you are connecting on a Chromebook.
Chromebook, however, does not allow students to write on the whiteboard or share a screen. Audio, video, and chat do work.

Does Zoom work on an iPad?

Yes!  See the Zoom for iPad Quick Start Guide for help.

The tutor cannot hear me, but I can hear the tutor. What's wrong?

Make sure that the microphone is connected to your machine before joining Zoom. When in the Zoom meeting, click on Join Audio or Join by Computer Audio to enable your microphone

How can I make sure that I have the best possible Audio/Video experience in Zoom?

See information about configuring audio and video here   Go to page

Do I need to use my webcam for tutoring appointments?

No. Student webcams are turned off by default during appointments and may remain off throughout. 

I'm on a public computer and cannot download Zoom. What should I do?

Participants who are unable to install the Zoom client on their computer or the Zoom app on their mobile device can join through their web browser. The Zoom web client offers limited functionality. For an optimal experience, if you MUST connect using a web browser, we recommend Google Chrome.

My tutor asked me to write on the screen but I cannot see Annotate in my options. Why?

Annotate is not an option available when connecting using a Chromebook. In order to use annotation tools, you will have to download and use the Zoom client, not available for Chromebooks at this time.

May I connect from my smartphone?

LEARN discourages the use of mobile phones for tutoring. These devices do not offer an optimal tutoring experience.

I cannot install Zoom on a Windows 10 computer. What should I do?

If you are using a Windows 10 computer and unable to install the Zoom client (or anything not from the Microsoft Store), you may be using Windows 10 S. In order to use the Zoom client, you need to convert Windows 10 S to Windows 10 Home. Instructions can be found here. Go to site

I was in a waiting room but got disconnected. What should I do?

When you first join your tutoring session, you will be placed in a virtual waiting room. If you are disconnected while in the waiting room, please wait a few seconds and then reconnect.

If these solutions do not solve your problem, please call our support number toll free:  1-888-622-2212. 

FAQ about Online Tutoring

What is the expected response time for a first tutoring request?

We email appointment offers within 5 working days. The first appointment will be scheduled within two weeks. Except at peak times (beginning of each session), most appointments are scheduled within a week of the first request. If you don’t hear from us within 5 working days, please reach out via email (tutoring @ There may have been an issue with your request, such as an email typo.

How do we book regular appointments?

Within 2 weeks of a student attending his/her first appointment, we will send out an email offer to book regular appointments for the next booking period (usually 4 - 6 weeks)

Can we book regular appointments through the entire school year? 

Appointments are booked in 4 - 6 week intervals.

How many regular appointments can a student have? 

Elementary students are eligible for a maximum of one, 30 minute appointment per week. During certain high demand periods, we may only be able to provide one appointment every other week. At times, we are able to offer last minute appointments to students on a waiting list.

Secondary students are eligible for a maximum of 2, 30 minute appointments (in different subjects) per week.  During certain high demand periods, we may only be able to provide one appointment per week. At times, we are able to offer last minute appointments to students on a waiting list.

When are tutoring appointments offered?

LEARN tutoring runs from 5 to 8:30 PM, from Monday to Thursday, during our Fall, Winter and Spring sessions. 

Where do tutoring appointments take place?

All appointments happen online. There is no need for families to leave home to take advantage of the service. All you need is a computer, earphones or speakers, and internet access.

How can I share with the tutor specific homework or questions that the student needs to work on?

Specific materials, homework or questions can be shared with the tutor in advance of the session. Please scan, photograph or send a link to before 4 PM on the day of the tutoring session and we will pass along the resources to the tutor.

Students can also ask to share their Zoom screen or share a file in the chat during the tutoring session. 

What is the schedule for LEARN Tutoring this school year?

    • Fall session: Mid-October to December break
    • Winter session: January to end of February

    • Spring session: Early April to June exams

    • No tutoring is offered during the summer. Have a great holiday!

Do you work with homeschooling families? 

Yes! If a student is registered as a homeschooler with an English school board, he/she can access LEARN Tutoring. In the online registration form, select the school board for the student, and then select HOMESCHOOLING from the school list.

We attend a French school. Can we use LEARN Tutoring? 

LEARN tutoring is available to students, from grades 2 to 11, registered in an English School in Quebec.

Is Tutoring offered at all grade levels?

Students can start LEARN Tutoring in grade 2 and we offer tutoring up to grade 11 (secondary 5).

Is Tutoring offered to Adult education students?

Tutoring is available only to students in the youth sector, registered to an English school, from grades 2 to 11.

What happens if a student misses appointments?

We expect 24 hours notice before a cancelled appointment. Otherwise, you are considered absent. Students receive a warning after two absences. After three absences, the student is removed from the sessions for that tutoring season. 

May I hire LEARN’s tutors privately?

Our tutors are on contract with LEARN. We do not arrange for private tutoring.

Do students have to turn on their webcams? Will tutors have their webcams on?

Tutors and students alike are not mandated to use webcams. If there is a specific reason why webcam use would be beneficial to a student, please identify this need to the tutor. 

Webcams require a lot of bandwidth, which may be limited in some regions, and others are concerned about privacy.