Occasionally, Cambly may experience a brief outage on the platform. When this happens, tutors and students may be unable to reach the site, or a current call may be dropped/affected. Most outages are brief and our engineering team works hard to swiftly identify the issue and deploy a fix.
How do I know if there's an outage?
You can subscribe to receive notifications of issues impacting the Cambly platform on the Cambly Status Page. The page will be updated in real time as outages occur and are resolved. You can also join the Cambly Corner Facebook group to see if other tutors are experiencing the same issue.
I have a reservation/priority hour but there is an outage! What should I do?
We understand that outages may affect tutors' reservations or Priority Hours. We appreciate your patience and understanding as Cambly works hard to resolve any issue that may occur on the platform. Our engineering team is alerted as soon as there is an outage and they work swiftly to resolve the issue as soon as they can! Tutors can submit a request to Tutor Support when their reservations or Priority Hours are affected by an outage.
Will I be compensated for my affected reservation or priority hour?
Priority Hours
If you were released from a Priority Hour due to the outage, it will be restored and the guaranteed minutes will be paid out. Please allow time after the outage has been fixed for the engineering team to adjust this. You can check if your priority hour has been reinstated by going to your Account Settings and clicking on "Priority Hour History".
If your priority hours were blocked due to the outage, please be sure to submit a ticket to Tutor Support and allow time for someone on the team to remove the PH block for you.
Reservations
We understand that outages may affect scheduled reservations. If your reservation was affected by an outage, you will receive full compensation for the impacted lesson. Additionally, if you were marked as a no-show for that lesson, it will be restored and not count against you. If you were restricted due to the outage, please submit a ticket to Tutor Support for assistance.
I submitted a ticket but still haven't received compensation. What should I do?
If you submitted a request, please give the Tutor Support time to respond, as they receive many reports during an outage. If you received an initial response regarding the outage, but still haven't been compensated, please be sure to reply to the initial response from Tutor Support including the following information of the reservation that was affected:
- The time and date of the affected reservation
- The student's username and account ID number
I submitted a ticket but I'm still restricted/blocked! What should I do?
Tutor Support will reply to all requests with a standard message regarding the outage. If you have received this message, please be sure to reply to it if you are still restricted/blocked. This will ensure that someone on the team can manually remove any restriction/block from your tutor account. If you had a reservation restriction removed, please be sure to remove your current availability, change "add availability for" to "anyone" and then add your available slots back.
My student lost minutes during the outage. What should I do?
If your student has let you know that they lost any minutes due to the outage, please direct the student to Student Support ("contact us" on the students' side), they're excellent and can resolve all sorts of matters nearly always in the students' native languages.
The Status Page doesn't say there's an outage but I'm experiencing issues. What should I do?
Cambly will update the status page when there are any issues affecting the platform. If there is not an updated issue on the status page, but you are experiencing issues, please visit the Help Center to identify the potential problem and receive solutions. If you are still having issues after running through the solutions in the Help Center, please submit a request to Tutor Support for further assistance.
Will my tutor rating or tutor stats be negatively impacted by an outage?
Students are prompted to rate tutors after every session. If you missed reservations due to the outage, the student will not be able to rate you, so, rest assured, your rating will not be impacted due to an outage. You can find more detailed information on ratings in this article.
Additionally, any changes your tutor stats may experience due to an outage will not have a negative impact on your tutoring. For example: If you noticed changes in your Attendance Stats as a result of the outage, please be assured that the team is making provisions so this doesn't impact your reliability.