Top Student FAQs – Penji

Understanding Key Roles

Program Admin: This is the person in charge of your Penji community. They handle scheduling, tutor management, and community-specific settings.
Penji Support: The Penji Team addresses technical issues like bugs, login problems, and other platform-related concerns.
Provider: Sometimes referred to as a tutor, consultant, coach, or advisor. This is the person you book for academic support.

Tutor Attendance and Availability

My tutor did not show up to my session

Problem: Your tutor did not show up for the session as scheduled.
Solution: Contact your program admin immediately to report the no-show. They will assist in rescheduling the session or finding a replacement tutor.

There are no tutors available.

Problem: When attempting to book a session, the system displays no available tutors.
Answer: Being unable to see tutors during the booking flow could be due to the following reasons:

There is no tutor available based on your combination of
- The location you chose for your session
- The time and duration you chose for your session
- The course you chose for your session
There is currently no active tutor assigned to the course you chose
Your program admin has set an unavailable time for your community on the date/s you chose for your session

Solution:

When booking the session, prioritize choosing a tutor when the system takes you to the "Pick a Time" screen. Select "Filter by tutor, location"

This will take you to a list of locations and tutors you can choose. Select a tutor (or tutors to have more choices).

Select any of the available slots that appear
If you still don't see tutors. You can contact your program admin. It is likely they need to update their list of approved tutors for the course you have chosen.

My tutor's calendar does not show any available slots

Problem: The tutor you have chosen displays no availability on their calendar.
Solution:

Tutors set their availabilities based on their personal schedules. If you would like to book a session outside of their available times, consider reaching out to the tutor directly to request an update to their availability.
If the tutor shows no availability at all, it is likely their calendar needs updating. You can either contact the tutor directly or reach out to your program admin for assistance.

Student Features and Access

I enrolled in the wrong school! How do I change my school so that I can see the correct community/communities?

Email support@penjiapp.com with details including the current school you are enrolled in, which school you would like to be enrolled in, and the email associated with your Penji account.

How do I change communities?

Select the community you would like to join on the left-hand side of the menu bar. See the screenshot below:

The "Learning Center (Demo)" is the current community you are in.

How do I change my name or update my profile on Penji?

In the upper right-hand corner, you will see your picture icon and first name, click that> select view profile. After, you will see an overview of your profile, and the word "edit" in the upper right-hand corner. Select edit and make any changes you would like to your profile. Make sure you select "done" to save your edits.

I want to become a tutor and teach, what should I do?

First thing is to check in with your program coordinator, you will want to figure out the process for becoming a tutor and getting approved to teach. If you know that you have been approved to tutor, you should be able to access the "Teach" screen like normal. If you see the below screen, "You're not certified to teach!" check in with your program coordinator (if you have been approved to teach/believe you should have tutor access) or select "Apply to Become a Tutor".

Virtual Meeting Rooms (Zoom, Teams, Webex, etc)

I cannot find the Zoom link for my session.

Problem: You cannot locate the Zoom link for a session.
Solution: Double-check your email for a confirmation message. If unavailable, contact your program admin or reach out to Penji Support.

I booked a Zoom tutoring session but didn’t receive the link.

Problem: You successfully booked a Zoom-based tutoring session, but no meeting link was provided.
Solution:

This usually means the tutor has not set up their Zoom link in their profile.
Please message your tutor directly in Penji and ask them to update their Virtual Meeting Room link under Settings > Meeting Info.
If you're unable to reach them, notify your program admin or contact Penji Support.

The Drop-in check-in button is greyed out. I cannot join.

Problem: You see the Drop-in session on your student screen, but the check-in button is greyed out or unavailable.
Answer:
This typically happens when you're trying to check into a Drop-in session outside of the tutor's scheduled virtual hours. The Check-in button will only activate during the timeframe that the tutor is actually available.

Double-check the session’s scheduled time and try again once the session is within its active window.
If you're still unable to join during the expected time, contact your tutor or program admin for help.
For persistent issues, reach out to support@penjiapp.com.

I can’t log in to a virtual meeting room (Teams, Webex, Zoom)

Problem: You cannot sign in to the meeting link for a session.
Solution: Request the tutor update their Virtual Meeting Room information in their account Settings
If the issue persists, contact support@penjiapp.com

Logging in and out of Penji

Login or SSO Issues

Problem: You try to log in but you keep getting looped back to the main login screen. The system confirms you have an account but won't forward you to the Penji screen when you log in. It just loops you back to the login where you enter your email
Solution: This is likely an issue with Single Sign-On integration. Reach out to Penji Support to resolve the issue.

Forgotten password: resetting your Penji account password

Note: The Majority of students will be signing in with their standard SSO credentials and will not require a unique Penji password.

If your school is not using SSO:

Click “Forgot Password” on the login screen.
Enter your school email to receive a reset link.
Follow the instructions in your email to set a new password.
If you don’t receive an email, check your spam folder or contact support.

How do I log out of Penji?

Select Settings from the left-hand side menu > log out.