Tutor Chat Bugs + New Users


Recently, we’ve been looking into issues involving message lag within Tutor Chat. For some tutors, the site occasionally takes a long time to respond to typing and/or drawing. As a reminder, whenever an issue hurts your ability to teach quickly and effectively, please follow the instructions below!

If you’ve run into this issue, we ask that you email tutor.support@yup.com with a description of the circumstances in which this issue tends to arise. The next time it arises while you’re conducting a session, follow the ‘Dev. Console Instructions’ as laid out in the bug reporting doc:

Yup Bug Reporting Instructions

Then, email a screenshot of the Dev. Console to tutor.support@yup.com.

We normally do NOT want you to refresh your browser while you’re in a session, but if this issue comes up for you, please give it a try, and let us know in your bug report whether or not it helps.

It can be tough for our Engineering Team to debug without having specific system errors to reference, so thank you for your cooperation and patience!


With the recent addition of the New User flag, which identifies new Yup students within their student profile, we encourage you to become more aware of how your interactions with these users may influence their newly forming opinions of Yup.

We’ve laid out a few ideas to keep in mind when working with new students to make sure they’re having the best possible experience. It’s important to note that while these practices should be applied to every session, they take on even greater importance when you’re matched with a new Yup student:

Happy tutoring!

— Team Yup

New Video: Pushing Information


Recently, we have introduced a number of features and policies that place greater importance on pushing information to stuck students. So far, however, we haven’t provided much concrete advice about doing so!

With this in mind, we have added a brand new video quiz to our “Adapting to Students” series on PlayPosit. To watch the video, simply login to your PlayPosit.com account. (If you have not received PlayPosit credentials, email tutor.support@yup.com.)

In the previous video, “Adapting to Student Knowledge”(as mentioned in a recent News Feed post), we briefly discuss teaching in a way that will increase the likelihood of your students answering your guiding questions correctly. The newest video greatly expands on this, describing actionable guidelines on multiple ways of pushing information.

Addressing users’ top concerns (explanation clarity and teaching speed, currently) and continuously improving our ability to do so is utterly crucial to Yup’s success. For that reason, we’re making these two video quizzes mandatory and attaching a bonus for completion:


– Complete both video quizzes before January 1st to earn two hours of bonus pay

– Failure to complete these mandatory training exercises before the above deadline will result in a penalty of 1 strike

We hope you find the video helpful, and if you have any questions or concerns about it, please email tyler@yup.com.

— Team Yup

Adapting to Student Knowledge


A few weeks ago, we invited a number of randomly selected Yup tutors to watch a PlayPosit training video entitled ‘Adapting to Student Knowledge’. The video outlines general strategies for using guiding questions to move sessions forward quickly while aligning with students’ abilities. 

We found that after being asked to review this video, not only did the selected tutors demonstrate higher gap bridged percentages, but students left less “confusing explanation” feedback and more “fast teaching” feedback on the tutors’ sessions.

If you haven’t already done so, please log in to PlayPosit, watch the video, and answer the interactive quiz questions. The video is less than 6 minutes long and, at the end of the video, you’ll have the chance to leave feedback; please let us know about anything you found either confusing or helpful. We hope you find it informative!

If you have not yet received your PlayPosit credentials or need help logging in, please email tutor.support@yup.com.

— Team Yup


Left Abruptly + Review State Survey

‘Left Abruptly’ Tag Clarification

While you will typically see this tag applied to sessions in which the tutor ended a session unexpectedly mid-session, it may also be used to indicate that a tutor ended a session without following protocol.

For example, if a tutor ends a session by sending the inactivity message manually before 5 minutes have passed without a student response to their last question, this tag will be applied.* This policy helps ensure our students don’t feel neglected or rushed when working through a problem or when confirming their understanding of a solution.

Checking in with the student by asking questions like “How’s it going?” or “Are you doing okay?” will reset the automated 5-minute inactivity timer and make sure the student is given adequate time and support to complete work on their own. Questions like “Do you have any questions about this problem?” or “Is there anything else I can help you with?” should always be asked before concluding a session to make sure the student doesn’t require further assistance.

*Correction: This post initially mentioned another policy regarding waiting 2 minutes for a student response at the end of a session – this policy has since been removed and will not be considered for the ‘Left Abruptly’ tag.

Answer the questions below to help us continue to improve the Review State for both you and your students. Thanks for your participation!

   Create your own user feedback survey

— Team Yup

Pushing Information Policies


In response to parent and user feedback that struggling students did not feel supported by our service, we have been brainstorming ways to make tutors feel more comfortable supporting stumped students in the form of methodically provided hints.

Being methodical is the key here – when supporting information is pushed to students in a way that allows them to continue solving independently, something magical happens. Not only do students no longer become disheartened by the obstacles between them and their solution, but we remain true to our company mission of promoting learning, not merely giving away answers.

To achieve this, we must work on actively helping students move forward on their problems rather than expecting them to make every connection on their own. This is especially important when a student responds to a guiding question with something like “i don’t know” or “no idea.”


At the end of September, we lowered our standard of what “too much help” looks like by changing the definition of the “Gave Answer” tag. However, simply changing the Gave Answer definition did not solve our problem. The change failed to take standard 1.2 (question-based instruction) or standard 3.1 (adapt to student’s needs) into account, both of which are intertwined in the underlying issue of how best to react when a student becomes stuck.


While the Gave Answer tag is an upper bound for how much information you can push to your student, Rubric standard 1.2 is a lower bound for how much you must involve your student. Meanwhile, standard 3.1 evaluates your ability to balance pushing and pulling information in a way that engages the student, while still being mindful of their needs and encouraging progress towards Gap Bridged.


RULE OF THUMB: You should always push helpful information to a student who indicates being stuck on a step (“idk”, “im not sure”). In other words, when a student hits a wall, it’s okay to provide support using hints that allow them to continue making progress on the problem.

To clarify how the above Rule of Thumb connects to our rubric and tags, we made the following changes:

– When assessing standard 3.1, we will be looking for the following to take place: “Tutor Pushes helpful information when the student is unable to proceed independently”

– The guideline for standard 1.2 that previously read “Ask guiding questions before giving away new information” will be updated to: “Use guiding questions to understand why the student is stuck before pushing information”In other words, probing should be taking place throughout the session (not just during the Gap Clarification Phase!) This will tell you what information to push when the student has trouble with your guiding questions.

– The “Gave Answer” tag definition will be updated to the following: “Tutor directly gives the answer* to the student OR fails to involve the student in fundamental steps*”
* “Fundamental steps” are steps that cover the key concepts the problem is testing OR the student’s knowledge gaps
* “Directly giving the answer” includes confirming a solution with no student work to support it


Please let us know what questions or uncertainties you have!

— Team Yup

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