What happens when a mentor doesn't respond or doesn't show up?

Most mentors answer within a few hours. When one doesn't, you are not on your own. Everything that happens on your session page is tracked, the rules below run automatically, and a person on our team steps in wherever a rule can't.

If a mentor doesn't answer your request

Every request has a deadline. If the mentor hasn't answered by then, the request closes on its own before your requested start time. You get an email and an in-app notification, and the request stops counting toward your active sessions, so you can book someone else right away. The unanswered request goes on the mentor's record.

What happens to the mentor

A mentor who lets a second request expire within a month is paused: they disappear from search and can't be booked. They can't undo that themselves. Our team reviews every paused mentor before they come back, and a mentor who doesn't answer us at all is retired from the directory. We also get a list of their upcoming sessions, so we can reach anyone who already had a booking with them.

If the mentor accepted and then didn't show

Report it. Once the session time is over, the session lands in your Needs Attention queue and asks whether it happened. Click No and choose "the mentor didn't show". Our team is alerted the same minute. You get an email from us straight away, and if you reply, a person picks it up. The mentor gets a check-in asking them to get in touch with you. A person on our team handles every no-show, and we pause mentors for it when it's warranted.

If the mentor asked to reschedule and then went silent

A new time you propose runs on the same deadline as a new request. If nothing gets agreed and the original time passes, the request closes on its own within two days, and nothing is held against you.

Moving on to someone else

You can, any time. After 24 hours in Requested you can cancel a pending request yourself from the session page. You can hold three active sessions, so requesting two or three mentors at once is a good way to get on a call this week. "Usually responds in" on each profile is the mentor's real average reply time, and the Next Available filter shows who is active right now. More ways to find a fast reply are in Finding responsive mentors and How long does it usually take for a mentor to respond?

Why it matters to keep it in the system

Because that is what we can see. Your request, the chat, any reschedule and any report all leave a record on your session page, and the rules above run on that record. Keep the booking and the conversation there, report anything that goes wrong through Needs Attention, and we will know when to step in.

Something still off?

Use the Need help? widget in the app (bottom left when you're signed in) or write to [email protected]. We can edit any session and reach a mentor directly.