Students may sometimes ask questions during class about bookings, evaluations, technical issues, refunds, or other platform-related topics.
The goal is not for teachers to act as support agents, but we hope to help you manage these situations calmly and professionally while maintaining class flow.
Teachers can usually help with:
- basic platform navigation
- locating evaluations or activities
- simple troubleshooting steps
- general questions about microcourses or levels
Account-specific matters should usually be directed to Student Support.
DO
- Keep explanations brief and practical
- Focus on returning to the lesson smoothly
- Suggest simple troubleshooting steps first
- Use calm and neutral language
- Direct account-specific issues to Student Support
DON’T
- Promise refunds, rescheduling or compensation
- Speculate about technical-issue root causes
- Spend large portions of class troubleshooting
- Make assumptions about account decisions
Recommended Approach
Useful neutral language may include:
- “Let’s try reconnecting first.”
- “Refreshing the page often helps.”
- “It may be a temporary technical issue.”
- “Student Support will be able to review that in more detail.”
Basic Troubleshooting During Class
If technical issues occur during class, teachers may suggest:
- refreshing the page
- reconnecting to the classroom
- fully closing and reopening the browser
- using the latest version of Google Chrome
- closing unnecessary tabs or applications
If the issue continues, it may be best to report the problem and end the class where appropriate.
For more detailed guidance, please see:
[Handling Technical Issues During Class]
Common Student Questions
“When does my course end?”
Students can usually find this in the “Home” section below their name.
“Where can I see my evaluations or corrections?”
Students can access evaluations by clicking on the session on the "My Path" section of the platform after class
“How do I choose a microcourse?”
Students can normally choose a microcourse from the “My Path” section.
“Will this class be refunded?”
The platform team will review the class information and apply the appropriate status where needed.
Teachers should avoid confirming refund outcomes during class, and contact teacher support if unsure.
“Why can’t I book more classes?”
Booking and account-specific questions are best reviewed directly by Student Support.
Contacting Support
Students can contact Student Support through:
- the chatbot on the platform
- support@twenix.es
Teachers can contact Teacher Support through:
- the platform chatbot
- support-teacher@twenix.es