Quickly matching you with your partner is a priority for us, so we hope you never need this article! Still, sometimes we get an unexpected rush of learners or coaches that throw our equilibrium out of balance and cause a wait. This tends to be just 2 or 3 minutes (very rarely over 5 minutes) so you shouldn't be waiting long.
However, if you find yourself waiting more than a few minutes, please check the following:
- You are connected during Drop-in Hours (or you're connected at the time of your scheduled session)
- Ensure that you have selected "all countries" in the search criteria (when having a session as a learner) or all modules and levels (when coaching). This will make you available to the widest array of partners.
Also note that our matching algorithm gives preference to people who are making their first call of the day, so if you have already made a few, the long wait is probably in part due to new users taking priority.
Here is a step-by-step walkthrough of the search and connection process:
1) Searching for a partner: this step can take anywhere from a few seconds to a few minutes, depending on how many users are currently on the platform. If the wait time at this stage exceeds 10 minutes, please get in touch with our agents using the chat button at the bottom right of your page.
2) Match partners: Make sure your audio is ON so you can hear the ringtone which lets you know that a partner is available. Please know that you have to manually accept a call in order to start the conversation. If you're away from your device when the ringtone sounds, or you don't pick up the call within 30 seconds, you'll return to the queue and connect with the next partner available.
3) Enable connection: this step normally takes a few seconds. If your partner didn't pick up the call on time, you will go back to step 1. But don't worry, our algorithm takes into account that you were already searching, so you won't lose your spot in line!
4) Deliver content: this step only lasts a few seconds and doesn't require any action on your part. You will automatically be redirected to the call screen after this. So get ready, you're about to start!
If your wait time is still longer than 5 minutes after checking all these steps, please contact our support team through the chat. Our agents will help make sure you connect with a partner!