Help & Support
Find answers about getting started, privacy, troubleshooting, and making the most of your AI tutor.
Using PingLearn
Starting a Session
- ●Log in to your account, then click 'Classroom' in the navigation bar.
- ●Choose a subject (Math, Science, English, Hindi, or Social Studies) and the chapter you want to study.
- ●Click 'Start Class' — your AI tutor will greet you and be ready to help!
- ●Use headphones for the best voice experience.
Talking to Your Tutor
- ●Speak naturally — ask questions, request explanations, or say 'I don't understand' if something is unclear.
- ●Your tutor listens and responds in real time, just like a real conversation.
- ●You can also type if you prefer text over voice.
- ●Say 'Can you give me an example?' or 'Can we try a practice problem?' to guide the session.
Session Notes
- ●Your tutor automatically creates notes during the session with key concepts and examples.
- ●You can view and download your notes after each session from the 'Notes' page.
- ●Math formulas are displayed clearly using standard notation.
Creating Your Account
Age Verification
- ●We ask for your date of birth to ensure we provide age-appropriate features and comply with privacy laws.
- ●Your age determines whether you need parent permission and what features you can access.
- ●We never share your date of birth with anyone — it is used only for age verification.
Age Requirements
- ●Under 18: You'll need a parent or guardian to provide their email and consent before you can use PingLearn. This complies with India's DPDP Act 2023 (under-18) and US COPPA (under-13).
- ●18 and over: No parent permission needed — sign up and start learning right away!
Creating a Strong Password
- ●Your password must be at least 10 characters long.
- ●Mix uppercase and lowercase letters, numbers, and symbols for better security.
- ●Never share your password with anyone — not even friends or classmates.
Parent Email & Consent
Why Do We Need Parent Email?
- ●For students under 18, parental consent is required before collecting any information. This complies with India's DPDP Act 2023 (which applies to all under-18) and US COPPA (under-13).
- ●Parents receive a verification email to confirm they approve your account.
What If Parent Email Fails?
- ●If you are under 18 and parent email verification fails, you will not be able to complete signup — this is required by law.
- ●Make sure to use a real, active email address for your parent or guardian.
Email Requirements
- ●We do not accept temporary or disposable email addresses (like tempmail, guerrillamail, etc.).
- ●The email must have valid records — we verify this to ensure it is a real email address.
- ●Your parent must have access to this email to confirm consent.
Privacy & Safety
Your Data is Protected
- ●We never share your personal information with advertisers or third parties.
- ●All passwords are encrypted — even we cannot see them!
- ●Your learning data is private and only accessible to you and your parents (if you are under 18).
Privacy Law Compliance
- ●For students under 18, parental consent is required before using PingLearn. This complies with India's DPDP Act 2023 (under-18) and US COPPA (under-13).
- ●This means we collect minimal information, get parent consent, and protect your data extra carefully.
- ●Parents can request to see, update, or delete their child's data at any time.
What We Collect
- ●Basic info: Name, email, date of birth, grade level
- ●Learning data: Session notes, progress, quiz scores
- ●Nothing else: No location, no social media, no browsing history
Troubleshooting
Signup Errors
- ●If you see an error during signup, check the message carefully — it usually tells you what's wrong.
- ●Common issues: Email already in use, invalid email format, password too weak, or temporary email detected.
- ●Save the error ID (starts with ERR-) and contact support if you cannot resolve the issue.
Email Not Arriving
- ●Check your spam/junk folder — sometimes verification emails end up there.
- ●Make sure you entered the correct email address (check for typos!).
- ●Wait a few minutes — email can sometimes be delayed.
- ●If still not received after 10 minutes, contact support with your tracking ID (starts with TRK-).
Voice or Audio Issues
- ●Make sure your browser has permission to use your microphone.
- ●Use headphones for the best experience and to avoid echo.
- ●Try refreshing the page if voice stops working mid-session.
- ●Chrome and Edge work best for voice sessions.
Getting Help
Error Tracking IDs
- ●Every error gets a unique ID starting with ERR- (example: ERR-abc123)
- ●Every successful action gets a tracking ID starting with TRK- (example: TRK-xyz789)
- ●When contacting support, always include these IDs — they help us find the issue faster!
- ●You can find these IDs in the error message or success notification.
Contact Support
- ●Email: support@pinglearn.com
- ●Include your error ID (ERR-*) or tracking ID (TRK-*) in your message
- ●Describe what you were trying to do when the problem occurred
- ●We typically respond within 24 hours during business days
Self-Service Resources
- ●Check this help page first — most questions are answered here!
- ●Visit the changelog to see recent updates and bug fixes
- ●Try the FAQ section below for quick answers to common questions
For Parents
How do I see what my child is learning?
- ●After every tutoring session, you receive an email summary of what was covered, concepts mastered, and areas that need more practice.
- ●Weekly progress reports are delivered every Sunday with a summary of your child's learning streak, time spent, and topics covered.
- ●Log in to your Parent Dashboard at /parent/login to see session summaries and progress reports.
What data does PingLearn collect?
- ●We collect only what's needed for tutoring: your child's name, grade, learning preferences, and session data (voice conversations, notes, progress).
- ●We do NOT collect location, social media, browsing history, or any data beyond tutoring.
- ●We never sell or share your child's data with advertisers or third parties.
- ●All data is encrypted in transit and at rest. Voice audio is processed in real time and is not stored.
How do I cancel my subscription?
- ●You can cancel your subscription anytime from the Billing page in your account settings.
- ●There is no lock-in period — cancellation takes effect at the end of your current billing cycle.
- ●After cancellation, your child retains access to the free tier (5 sessions per month).
- ●If you need help cancelling, email support@pinglearn.com.
Can I control what topics are covered?
- ●Yes! When starting a session, your child selects the subject and chapter they want to study.
- ●The AI tutor follows the NCERT curriculum for CBSE Classes 6-12 — the same textbooks used in school.
- ●You can view session summaries to see exactly what topics were covered and verify alignment with schoolwork.
How is this different from ChatGPT for homework?
- ●ChatGPT is a general-purpose AI that gives direct answers. PingLearn is a purpose-built tutor that teaches through Socratic questioning — guiding your child to understanding instead of just giving answers.
- ●PingLearn is aligned to 318+ NCERT curriculum nodes from 15 textbooks, ensuring accuracy and exam relevance.
- ●Harvard research shows purpose-built AI tutors produce 2x learning gains, while unguided ChatGPT can actually harm exam performance.
- ●PingLearn includes safety features: DPDP Act and COPPA compliance, parent consent, session monitoring, and no access to non-educational content.
Frequently Asked Questions
Still Need Help?
Can't find what you're looking for? Our support team is here to help!
Contact SupportInclude your error ID (ERR-*) or tracking ID (TRK-*) for faster help.