Support: where to write and what to do when things break

Who this is for. All three roles. Here is what is worth checking yourself, and what to send us if that did not help.

Where to write

The support address is hello@ustazym.kz.

The same address is in the terms of use and in "Profile", under the phone number field. We reply within a reasonable time, usually within three working days.

There are two cases where writing is the only option, because nothing can be done from the workspace:

changing your phone number. The number identifies the account and cannot be changed in the workspace;
restoring access if all of your sign-in methods became unavailable at once.

What to include

The more of this list, the faster we sort it out:

who you are in the system: tutor, student or parent;
how you sign in: Google, Telegram, phone number or an email link. If by phone, include the number;
when it happened: the date and rough time. We use them to find the event in the log;
what exactly you did: which page you were on, which button you pressed, what you expected;
what you saw instead: the message word for word, or a full screenshot with the page address;
if it is about a lesson: the subject, the date and time, the student's name;
if it is about money: the month and the amount in question;
what you use: phone or computer, which browser, whether the workspace is installed as an icon.

What not to send

codes from SMS or Telegram. We never ask for them: the code is your sign-in. If someone asks for a code on our behalf, it is not us;
the sign-in link from your email. It is single use and lives 15 minutes: forwarding it gives your account away;
other people's personal data beyond what is needed: if it is about a student, their name and the lesson date are enough.

The invitation did not arrive

The first thing to know: the platform does not send invitations itself. It creates a link, and the tutor sends it by hand, in any messenger. So "did not arrive" almost always means the link was never sent or got lost in the conversation.

Step by step:

For the tutor: the "Students" block, the "Invite student" button (a shared link) or "Invite" in a particular student's row. The link appears right under the buttons with a "Copy link" button next to it. Send it yourself.
For the student or parent: if the link opens a page saying the invitation was not found and may have expired or already been used, more than seven days have passed or it was used once. Ask for a new one, it is a single press.
If a "Done!" screen opens, the invitation has already been accepted. Press the button that opens the workspace.
If it says only a parent or a student can accept the invitation and you signed in with another role, sign out and back in with the right one; the buttons for that are on the same screen.

Write to support if the new link does not open either.

It depends on the method.

Telegram. The code arrives in the chat with the bot after you press the button that shares your phone number. If you get the code wrong several times, you will be asked to press "Share number" again and the bot sends a new one. If the tab has been open for a long time, the message says the link has expired: press "Sign in with Telegram" again.

Phone number. The code arrives by SMS. You cannot request a new one immediately: the "Send code again" button shows how many seconds are left. Check that the number is complete and that it is a Kazakhstan mobile number.

There is no phone field at all. That means SMS sign-in is currently switched off on our side. It is not your phone: sign in with Google or Telegram.

Email link. The link is valid for 15 minutes and only goes to an address already attached to an existing account. You cannot create a new account by email. Check your spam folder.

If none of the methods worked, write to us: include the number or the email address, the method and the time of your attempt.

A file or material does not open

Files live in private storage and can only be opened from the workspace, under your own account. A direct link pulled out of the address bar works for nobody.

What to check:

are you signed in to your own workspace? Lesson materials are visible to three people only: the tutor, the student and the student's parent. Someone else's lesson will not open;
is it your own material from the library? Materials in "Media" that are not attached to a lesson are visible only to their owner;
are you opening a link someone forwarded? A link from the "Copy link" button lives one day. After that it stops opening and a new one is needed;
did the upload fail? If you saw a message that this file type cannot be uploaded, the format is not supported. We accept PDF, JPG, PNG, WEBP, GIF, plain text, Word documents, Excel spreadsheets, PowerPoint presentations and ZIP archives. One file up to 25 megabytes;
"storage is full"? That one is for tutors: delete materials you no longer need in "Media", or share large files as a YouTube or Google Drive link, since links take no space.

The student did not mark attendance

Only the student can mark "I am in the lesson", in their own workspace. Neither the tutor nor the parent can do it for them.

When the button is available: from 15 minutes before the lesson until midnight of the same day, but never sooner than six hours after the lesson ends. So a daytime lesson has the rest of the day, and a late evening one part of the night as well.

Once the window is over, marking after the fact is impossible, and that is not a fault. What matters is different: attendance does not affect money or settlements at all. The tutor simply presses "Finish", and the workspace only asks to confirm that the student has not marked attendance yet.

There is nothing to write to support about here, unless the button disappeared inside its own window.

Notifications do not arrive

In order, from common to rare:

Is push turned on? "Profile", the "Notifications" card, the "Turn on push notifications" button. It has to be turned on separately on each device;
Did the browser block them once? Then the workspace says notifications are blocked in the browser. Permission can only be restored there, in browser settings, through the lock icon next to the site address;
Quiet hours. By default push does not arrive from 21:00 to 08:00 and waits until morning. There is one exception: a reminder for a lesson that falls inside the quiet hours;
The evening digest. If "One digest in the evening" is on, calm events are collected until evening. Lesson reminders still arrive;
The daily limit. No more than three push notifications a day, not counting lesson reminders.

The bell in the workspace ("Messages", the "Notifications" tab) always works and needs nothing. If an event is there but did not reach your phone, the reason is one of the points above.

The video lesson button is gone

The "Join Google Meet" button appears on two conditions: the tutor has Google Calendar connected, and the lesson has already travelled to the calendar and received a link. The day of the lesson does not matter: the link is visible in advance and only disappears once the lesson is finished or cancelled.

What that means in practice:

a lesson just created has no button for a while: lessons travel to the calendar in batches, roughly every quarter of an hour;
if the tutor never connected Google Calendar, the button will never appear: the platform has no video link of its own. The tutor can see this in their profile, where the "Google Calendar" line says there is no access;
if the tutor's Google access broke (for example, they revoked the permission), syncing stops and new lessons get no links. The tutor gets a notification about it, and reconnecting in "Profile" fixes it.

While there is no link, use whatever way of calling you agreed on separately. Lesson tracking, homework and money are not affected in any way.