This article is designed for Coaches and TUMO staff to provide an overview of the most frequent (though still rare) issues related to student Paths and accounts.
Please read carefully to ensure you can assist students quickly and effectively.


Before You Begin

  • Ensure that you are familiar with standard workflows, TUMO product descriptions, and relevant Knowledge Base articles related to your role at TUMO.


Steps to Follow

  • When you notice an issue with a student’s Path in TUMO World or with a student account profile in T360, follow the case-by-case guide below and try all possible at-hand solutions.

  • If the issue persists, consult an experienced team member for guidance.

  • If a solution cannot be found, or if the issue occurs repeatedly, open a support ticket.

  • To expedite resolution, include the student’s name, ID, the affected activity or event, and any other useful information. Attaching a screenshot or screen recording is highly recommended.

  • Expect a confirmation email that your ticket has been received and acknowledged, along with a quick initial response from a TUMO support agent.

  • Monitor your TUMO email closely, as the support agent may request additional clarifications to escalate the issue.

  • Follow the instructions provided to resolve the issue.

  • Confirm that the issue has been resolved by replying to the ticket.


Once completed, you have successfully handled the case.


Please review the case-by-case guide for the most common issues below.


Case-by-Case Guide: Most Frequent Issues

Broken Path (Non-standard Path Display)


                                 Click images to view the screenshot examples                        


Possible Solutions Before Contacting Support:

  • Adjust the zoom level using the browser zoom controls and check your screen resolution.

  • Try Path re-selection: choose the same skills in the same order and confirm. Important: Do not confirm the new Path in split-screen mode, even if a minor display issue appears resolved, as the events distribution in the Path may have changed. If unsure, open a support ticket.

  • Ensure the student has the correct schedule, then double-check steps 1 and 2.

  • Review the student’s progress. Rarely, this issue occurs if the student has completed all possible events and activities for the chosen skills. Try replacing a fully completed skill, then double-check steps 1 and 2.

  • Collect useful information about the student’s profile, such as whether it is a transferred account, previous occurrences of the issue, or recent manual subscriptions. This step can be skipped if needed, as the support agent will review these details, but your help is appreciated.

Missing Upcoming Events or Activities (Empty Path)

Possible Solutions Before Contacting Support:

  • Verify if the student should have additional events in their Path according to their learning progress.

  • Check whether there are events available where the student could be registered but are not appearing in the Path.

  • Double-check that the student’s Path is up to date. Try Path re-selection. Important: Do not confirm the new Path in split-screen mode even if a minor display issue seems resolved, as the events distribution may have changed. Open a support ticket if necessary.

  • Consult your team lead or center manager to see if the student can be manually registered for the event.

  • Gather information about the student’s profile, including transferred accounts, previous issues, or recent manual registrations.


Endless Loading After Login or Skill Selection

Possible Solutions Before Contacting Support:

  • Check the student’s internet connection.

  • Try reselecting the Path with the same skills in the same order.

  • If the student agrees, replacing one skill may resolve the issue.

  • Attempt logging in using incognito mode.


Endless Loading When Clicking an Activity (Activity Does Not Open)

Possible Solutions Before Contacting Support:

  • The activity was likely submitted recently by the student. Refresh the browser to update the activity status.

  • Check whether the activity is accessible to other students.

  • Try accessing it using incognito mode.


Duplicate Events at the Same Level or Student Registered for Next Level While Previous Level Failed/Withdrawn

Possible Solutions Before Contacting Support:

  • Check whether the registration was manual or Path-generated.

  • If identified in a T360 student profile, this usually occurs after a workshop Pass Status is set to Failed but before the student logs into TUMO World to confirm the Path update.

  • If noticed in the Path, try Path re-selection.


Typos, Broken Links, Images, Video, or Other Files Inside Activities

Possible Solutions Before Contacting Support:

  • Try viewing the activity through another student’s profile.

  • If other users can access it, involve your local IT team to check system or browser performance.

  • If no one can access it, open a support ticket. The issue will first be checked by the TUMO Product Team and then assigned to TUMO HQ Content Team, as it is a content-related issue.


Student Account Issues

For all TUMO World or Google account-related issues (e.g., failed login attempts or schedule warnings), first check if the student’s account is active and not on leave.

If the problem persists, escalate by contacting support.

Additional Steps

  • Follow up with students to ensure their issues have been resolved.

  • The TUMO HQ Product Team may request your assistance in identifying recurring issues over a given period.

 

Handling Common Issues


"I don’t have time to submit tickets or follow up on them."


Make sure your team lead is informed and agrees to reassign the responsibility for reporting and resolving the issue to another team member.


Note: If the support agent requires additional information that is missing, the issue cannot be resolved. Always provide complete and accurate feedback to ensure timely resolution.