FAQ for all

FAQ for Mentees

FAQ for Mentors

How do I join my session?

You can join your session by logging into your Personal Dashboard then going to your sessions tab. Click Join call on your session. The Join Call activates 10 minutes before your session.

I am unable to join my session

When joining your call, make sure your browser is allowing access to your camera and microphone. If you have multiple devices for your microphone or camera, you can select which to allow from the drop-down menu.

Troubleshooting tips:

• Close down any other program, app and/or browser that might be using your camera or microphone.
• If your microphone/camera are internal e.g. laptop, please check your System Preferences and ensure your microphone input/output are properly set (Mac or PC instructions).
• If you are using a private work laptop, your company may have restricted your permission settings: it is best to join your video session from a personal laptop.
• We recommend the following browsers: Chrome, Firefox and Safari.

How do I reset my password?

To reset your password, head on to your programs portal and click on Log in on the top right hand side. Click on Reset Password under Social Login. Enter the e-mail address associated to your account and then click on Send me the link. You will receive a password reset link in your e-mail. Click the link in your e-mail to reset your password.

I'm unable to sign up for my program

Please reach out to your program administrator if you're not able to sign up for your program.

How can I add my session to my personal calendar?

Once a session is booked, you can add it to your personal calendar (iCal, Google Cal, Outlook, Yahoo). From your Sessions tab, click on (+calendar) and then select your personal calendar provider. You can also add the session to your calendar from your confirmation e-mail.

What should I do if I can't attend a session and have to cancel?

As soon as you know you're unable to attend a session that's been booked, you can cancel by going to the Sessions tab and then click on the three dots of the session you'd like to cancel. You can also cancel the session from the Calendar tab. Find the session date and time then click on the session. Click on the circled x, select a reason for cancelling and then click on confirm.

Mentees

How do I find a mentor?

It's important to know that your program may have matched you with a mentor, or you may have to find a mentor on your own.

A. Matched with a Mentor

If you have the Matches tab on your Personal Dashboard, that means your program will be matching you with a mentor.

You can view your matches by going to the Matches tab - you'll see each match (you might have more than one!). From here, you can view their profile and book a session by clicking on the match.

If you have the Matches tab and have not been matched, you can contact your program administrator.

B. Browsing for Mentors

If you don't have the Matches tab, no worries! That just means your program has enabled you to browse for a mentor, so you can choose who interests you the most.

From your Personal Dashboard, click on Mentors at the top of your screen. You'll be brought to your portal that features all the available mentors that you can book with. You can search for a specific mentor or keyword, filter by sector/industry and areas of expertise - or you can just browse all!

Once you've found a mentor who interests you, click on View Profile to learn more about them and/or book a session.

Can I meet with the same mentor more than once?

Yes, as long as the mentor accepts the session.

Do I need to fill out my profile?

Filling out your profile is not mandatory, but it is strongly recommended! Your profile will be visible to your mentor(s), so it's a great way for your mentor to learn more about you before your session.

Mentors

As a mentor, will I get double-booked?

No. Once you’ve been booked from your available time slots, that time slot is removed from your calendar to prevent any other mentee booking with you at that time.

Do I have to accept sessions?

Yes, sessions are not automatically confirmed. Even if it's an availability that's been booked by the mentee, the session is not automatically accepted. To accept a booking, head over to your sessions tab, and click on Accept or Decline.