Frequently Asked Questions

Common questions about using the Matchpal platform.

General

What is Matchpal?

Matchpal is a medical tutoring and advising platform that connects students with qualified providers (tutors and advisors) to support their medical education journey.

Who uses Matchpal?

  • Students seeking tutoring or advising services
  • Providers (tutors and advisors) delivering services
  • Administrators managing the platform

How do I log in?

  1. Go to the Matchpal login page
  2. Enter your email address
  3. Click the link sent to your email
  4. You're logged in

For Students

How do I get matched with a provider?

  1. Purchase a service package
  2. Complete your intake questionnaire
  3. The matching algorithm finds providers for you
  4. You're notified when matched

Can I choose my own provider?

You can indicate a preferred provider in your questionnaire. They'll be prioritized if available and qualified for your needs.

What if I don't like my match?

Contact support. They can help facilitate a change if your current match isn't working out.

How do I check my balance?

Your grant balance is displayed on your dashboard. You can also see detailed usage in your profile.

What happens when I run out of hours?

You'll need to purchase an additional package to continue services. You'll receive warnings when balance is running low.

Can I get a refund?

Refund policies vary. Contact support with your situation to discuss options.

For Providers

How do I get clients?

Clients are matched to you automatically based on your capabilities and availability. You don't need to find them.

Can I decline a client?

Yes. You can decline proposals that aren't a good fit. The student will be matched with another provider.

How do I log sessions?

  1. Navigate to the relationship
  2. Click "Log Session"
  3. Enter date, duration, and notes
  4. Submit

What if I need time off?

Set your availability status to "Unavailable". Your existing relationships can continue or be reassigned. Update when you return.

How do I get paid?

Payment arrangements vary by organization. Contact your administrator for compensation details.

For Administrators

How do I add a new student?

  1. Navigate to Students
  2. Click "Add Student"
  3. Enter their information
  4. Save

Or students are created automatically when they purchase packages.

How do I add a new provider?

  1. Navigate to Providers
  2. Click "Add Provider"
  3. Complete their profile
  4. Set capabilities and availability
  5. Activate

How do I manually create a relationship?

  1. Click "New Relationship"
  2. Select student and provider
  3. Choose service type
  4. Set hour allocation
  5. Create

How do I adjust a grant?

  1. Open the student's profile
  2. Navigate to Grants
  3. Click "Adjust" on the grant
  4. Increase or decrease as needed
  5. Add a note explaining why
  6. Save

Technical

What browsers are supported?

Matchpal works best with modern browsers:

  • Chrome (recommended)
  • Firefox
  • Safari
  • Edge

Is my data secure?

Yes. Matchpal uses secure connections (HTTPS) and follows security best practices for data protection.

Can I use Matchpal on mobile?

The platform is web-based and works on mobile browsers, though the experience is optimized for desktop.

What if something isn't working?

  1. Try refreshing the page
  2. Try a different browser
  3. Check this documentation
  4. Contact support

Billing

How does billing work?

Students purchase packages that create grants (hour balances). As sessions are completed, hours are consumed from their grant.

What's the difference between a package and a grant?

  • Package - What you purchase (the product)
  • Grant - The credit on your account (the balance)

What are holds?

When matched with a provider, hours are "held" (reserved) for that relationship. This ensures hours are available for your provider.

Do unused hours expire?

Some grants may have expiration dates. Check your terms or contact support for details.

Getting More Help

Where can I get support?

  • Review this documentation
  • Contact your administrator
  • Email support (check your organization's contact info)

How do I report a bug?

Contact your administrator or support with:

  • What you were doing
  • What happened
  • What you expected
  • Screenshots if helpful

How do I request a feature?

Share feature suggestions with your administrator. They can submit requests to the development team.

Was this page helpful?