Re: Error on recorded lesson

Question

Hi therre,

Yesterday 07/24/20 Friday afternoon at 2:00pm, I have texted you guys for a recorded lesson still not available for my son to review and do his homework. Unfortunately, I have not heard from you guys to fix the problem. And today is Saturday, I bet you guys are closed. So it means that my son has lost couple days to review, study and able to do the homework this weekend. The tutor said he has no access to it and I need to talk to you guys to have it fixed. The video is very important to my kid to learn because of all the explanations of each questions the tutor went through. Please kindly let me know asap what you would do to with this lesson. Thank you.

Answer 1

This sounds like a technical/support issue with Wyzant's recorded lesson system, rather than something the tutor can fix from their account.

Since the tutor has confirmed that they do not have access to the missing recording, I would contact Wyzant Customer Support directly and provide:

1. The date and time of the lesson (Friday, July 24 at 2:00 PM)
2. The tutor's name
3. Your son's account information
4. A description that the recorded lesson is not appearing or available for playback

I would also mention that you already contacted support on Friday and that the recording is time-sensitive because your son needs it to complete his homework.

If possible, your son should continue working from any notes, screenshots, or other lesson materials available in the meantime. Unfortunately, the tutor generally cannot restore a recording that is missing because of a platform or processing issue; Wyzant Support would need to investigate the recording from their end.