Support & Troubleshooting

Purpose

Find solutions to common issues you may encounter while using the Mentor Dashboard and learn when to contact the support team.

Common Issues and Fixes

Issue	Possible Cause	Suggested Solution
Unable to sign in	Incorrect email or password	Verify your credentials or use the Forgot Password option to reset your password.
Password reset link is invalid or expired	The reset link has expired or has already been used	Request a new password reset link and use it as soon as you receive it.
Unable to access mentor features	Your mentor application is still pending or has not been approved	Check your mentor application status and wait for administrator approval.
Unable to create a session after mentor approval	No Interest Group has been assigned	Session creation requires an assigned Interest Group. Contact an administrator if you need access.
Submitted task remains in Pending	The task is awaiting administrator review	Wait until the review is completed.
Event is still showing Pending	The event is awaiting approval	Wait for the approval process to complete.
Unable to find a submitted session request	The request has already been processed	Check the Upcoming or All Sessions tabs for the scheduled session.
Page isn't loading correctly or displays an error	Temporary platform or network issue	Refresh the page and try again. If the issue persists, contact support.

Where to Get Help

Need Help With	Contact
Account access or password issues	Support Team
Mentor verification	Mentor Administration Team
Session or task permissions	Administrator or Support Team
Event approval questions	Administrator or Support Team
Reporting technical issues or bugs	Support Team

Reporting a Bug

When reporting an issue, include the following information:

1. The page where the issue occurred.
2. The steps you followed before the issue appeared.
3. What you expected to happen.
4. What actually happened.
5. A screenshot or screen recording, if available.
6. The browser and device you are using.

Before Contacting Support

• Refresh the page and try again.
• Sign out and sign back into your account.
• Ensure you have a stable internet connection.
• Confirm that your account has the required permissions for the feature you are trying to use.

Related Pages

• Mentor Verification
• Sessions
• Task Requests
• Settings