Still Confused about Session Tags?

In a nutshell: See the document linked below for the Dos and Donts of using session tags

To help ensure we are all on the same page with using session tags, we have added an in-depth look at their uses to our Session Categorization guide:

Session Tags In-Depth

These guidelines address many of the questions we’ve been receiving from you and provide more clarity about tagging less common situations.


Still unsure about how to tag a particular situation or have a question? Don’t hesitate to get in touch with us at

— Team Yup

Tick-tock! Increase in Session Claim Time

In a nutshell: You will now have 15 seconds to claim a session once matched with a student.

As some of you may have noticed, you will now have 15 seconds to click the orange “Connect” button when paired with a student. This is an extension from the previous 10-second countdown.

Remember: If you fail to claim the session before the 15-second countdown ends, your “Passed” count in the upper-left corner will increase. It’s extremely important to promptly attend to any user you are matched with — failing to do so lets down our students and may carry penalties.

Let us know if you have any questions!

— Team Yup


Check out the new Yup Onboarding Documents and take the Knowledge Quiz

In a nutshell: this post will introduce you to the new Yup Onboarding Documents and link you to the Knowledge Quiz, which you all need to take by this Friday at 5:00PM Pacific Time.

After many hours of discussion and hard work, we are ready to unveil our new Tutoring Template, Tutor Dashboard Manual, and Tutor Policies documents. All three are now in the form of Google Slides for easier digestion of information. We have also created a 20-question “Knowledge Quiz” that tests the breadth of the material covered in these documents.

All new tutor applicants will have to take this quiz before they can tutor on our platform. Also, since the first group of current tutors will start to be re-tested this Friday, all of you need to have read through these documents and taken this quiz by Friday, July 15th at 5:00PM Pacific Time.

Here are the links to the materials mentioned above:

Best of luck!

-Team Yup

New Feature: Pre-Session Review

Hello Tutors,

We’re excited to tell you about one of our biggest product changes yet, which will go live early this week. Please read the following carefully!

The next version of our mobile app contains a chat program (or “bot”) that sends a series of messages to each student before connecting him or her to a tutor.

These messages welcome them to Yup, prompt them to submit additional images of their progress, and remind them that participation and questions make their sessions more effective.

When the change goes live (we’ll let you all know when it does) you’ll begin to see the following screen upon claiming sessions:
Pasted image at 2016_06_24 05_40 PMNote: not all students will have downloaded the new version of the app the instant it comes out, so if you do not see this new screen and are thrown directly into a session, conduct it normally and ask the student for his or her progress as usual. 

For sessions submitted by students who have the new version, your dashboard will look like the image above, and you will be able to spend time reviewing the student’s initial image(s). These are collected by the bot as it “talks” to the student so that you can enter the conversation much more prepared. Your new instructions for beginning these sessions (not yet reflected by the Tutoring Template) are as follows:

1. Thoroughly and carefully study any materials you receive from the student. The moment you are unable to make any more preparation (whether because you’re fully aware of how the problem should be solved, or because the student submitted a single blank image) you must connect to the session and start helping the student, no matter how much time is left in your countdown. Waiting any longer than this is a waste of your time as well as the student’s.
2.  Connect to the session and send a brief (1-message) introduction. Introducing yourself will make it clear to the student that he or she is now chatting with you rather than the bot. Something like: Hi [student’s name]! I’m [Mr./Mrs./Ms.] [your last name] and I’ll be your tutor for this session.
3. Continue the session. As usual, investigate your student’s familiarity with the concepts and procedures necessary for moving forward and provide a straightforward and customized overview.

Please discuss this with your fellow tutors or email the operations team if you have questions. We can’t wait to see how your sessions go!

Team Yup

P.S. Some of you mentioned in the survey that you would like to see an equation editor integrated into your chat box. This is not yet a high-priority feature for two reasons. One is that your whiteboard has a math typing feature built into it (see the whiteboard tutorial from an earlier post). Also, most of the math symbols you need can be copied and pasted as normal characters: ⁻⁰¹²³⁴⁵⁶⁷⁸⁹⁽⁾√∛∜×·÷±∓≈≠≤≥°∠⊥→∞ƒ≅ǁ₀₁₂₃₄₅₆₇₈₉π αβθΔλµσγρδεωΦƩ½⅓⅔ ¼¾⅕⅖ ⅗⅘⅙⅚⅐⅛⅜⅝⅞⅑⅒ʃ∬∭∮∯∰″ ‴∂∇⊕⊗∀∃∈∉∩∪∴∵⊂⊃Øℇℕℝx̄x̂✔¢⇒⇄〈〉

Session Introduction Issues and Whiteboard Tutorial

Hello Tutors,

Rubric 2.1 is officially out. If you haven’t given it a close read, please do so now! (Template 2.1 is in its final stages of development and will be out by the end of the week.)

There is one issue not directly discussed in the Rubric that we need to highlight, as it’s potentially the most significant point of friction between our users and our service right now. The issue we’re talking about is illustrated in the annotated session snippet below.

It’s crucial that you stay up-to-date with our rules on how to start off sessions as we learn more about our users and their tendencies. Students often enter sessions at their most frustrated state, and may become (rightfully) upset if your messages are too numerous, do not convey a sense of immediate progress, or fail to provide new information. 

Unnecessary messages highlighted in red; explanations in red text
Unnecessary messages highlighted in red; explanations in red text

We ask only two things from you in Rubric 2.1 with respect to the introduction: (a) Find out the extent of what the student has already tried and/or understood. (b) Give a concise overview of the student’s primary issue and how the two of you will fix it. This second part can be done in one brief message like so: “Looks like solving systems by elimination is giving you trouble. We’ll walk through the process and you’ll have it down in no time.” As always, respond to any student concerns or comments that pop up before continuing.

While we have your attention, please watch our new whiteboard manual, now in short-and-sweet video form.

Thanks and keep up the great teaching! If you have any concerns, please comment on this post.

-Team Yup