Help with Zoroo

What to tell us

Include these and we can usually answer on the first reply instead of the third.

• The student’s name, and the mobile number the account is registered on.
• The parent code, if you have it — it is shown in the student app and identifies the child immediately.
• The course or class the question is about.
• For a fee or refund question: the amount, the date, and the payment reference from your bank or UPI app.
• For an app problem: whether it is an iPhone or an Android phone, and a screenshot if you can take one.

We answer within one working day during Monday to Saturday, 9:00 am to 7:00 pm IST. A payment that has left your account, a class that cannot be joined, or anything about a child’s safety is treated as urgent and is picked up the same day.

The passcode SMS has not arrived

Codes are sent by SMS to the mobile number on the account and usually arrive within a minute. If nothing comes: check the signal, check that SMS from unknown senders is not being filtered, and wait for the code to expire before asking for a new one. Each code is valid for a short time and for a limited number of attempts, so an old code will not work even if it arrives late.

The code arrives on the wrong number

The number on the account is the one the centre recorded at enrolment. Only our office team can change it, and we confirm the change with the parent on record before we do. Call or email us and we will update it.

The password does not work

Sign in with the mobile number and password. Use Forgot password to reset it with a code sent by SMS, or ask us and we will reset it for you. We cannot tell you your old password — passwords are stored only as one-way hashes, so nobody here can read one.

"This number is already registered to a student"

A parent account needs a different mobile number from the child’s, because sign-in matches the student account first. Register the parent account on the parent’s own number.

A second child to add

Sign in to the parent account and add the child from your profile using their six-character parent code. Registering again with the second code is refused on purpose: holding a parent code must never be enough to take over an account that already exists.

The payment failed

Nothing is charged when a payment fails, and the same payment link can be used again. Fees are paid on Razorpay’s hosted page, which opens in your browser — if it did not open, allow the app to open links and try again from the Fees screen.

Money has left my account but the fee still shows as due

A payment is marked paid when the gateway confirms it to us, which is normally immediate but can lag by a few minutes. Pull to refresh the Fees screen first. If it is still showing as due after fifteen minutes, send us the payment reference, the amount and the time — we reconcile it against the gateway and correct the record. Do not pay a second time.

The payment link has expired

Links are valid for a limited period. When one lapses, open the Fees screen in the app and pay from there, or ask us to issue a fresh link.

Receipts

Every confirmed payment has a receipt in the app under Fees, in your payment history. Ask us if you need it as a PDF for a school or an employer.

Refunds. Ask to cancel from Refunds and cancellation in the app; it shows the full month-by-month arithmetic before you commit. What comes back, and when, is set out in the refund and cancellation policy. Once approved, the money goes back to the method it was paid from and your bank usually credits it within five to ten working days.

The camera or photo library will not open

The app asks for camera and photo permission the first time you submit homework. If it was declined, the permission has to be turned back on in the phone’s settings — Settings, then ZoRoo Tuition, then Camera and Photos on iPhone; Settings, Apps, ZoRoo Tuition, Permissions on Android. The app uses them for nothing but answer sheets and an optional profile photo.

The upload keeps failing

Each page is uploaded as its own image, so a weak connection shows up as one page failing while the others go through. Retry on a stronger connection, and keep to the page limit shown on the assignment. Photograph the sheet flat, in good light, with the whole page in frame — a teacher cannot mark what they cannot read.

The wrong page was submitted

There is one submission per assignment, so it cannot simply be uploaded again. Message the teacher from the parent account, or tell us, and we will reopen it.

In-class submissions

Work photographed during a live class can be submitted for a limited window after the class ends. After that window it becomes a normal homework submission and is marked late — tell the teacher if there was a reason.

Notifications are not arriving

Allow notifications for the app when it asks, or turn them on in the phone’s settings. The device registers for notifications at sign-in, so signing out and back in fixes most cases. Battery saver and Do Not Disturb will hold class reminders back on some Android phones.

Deleting an account. Use the account deletion page, or ask us and we will start it for you. We confirm the request with the parent or guardian on record before acting on it, delete the account and its data within 30 days, and confirm by SMS when it is done. Payment and refund records are kept for the period Indian tax and company law requires, which our privacy policy sets out in full.

Changing a name, number, class or photo

A student can change their own profile photo in the app. Names, mobile numbers and the class a student is enrolled in are held by the centre — ask us and we will update them after confirming with the parent on record.

Seeing what we hold

A parent can ask for a copy of everything we hold about their child, or ask us to correct it. There is no charge and we answer within 30 days. The full list of what is held, and who else sees it, is in the privacy policy.

Reporting a message, or blocking a teacher

In a conversation in the app, tap a message to report it, or use the conversation menu to report the whole thread or to block the teacher. Blocking takes effect at once and mutes every conversation you share with them; you can unblock from the same place. Every report is reviewed by a person within 24 hours, and anything raised as a child-safety concern goes to the top of the queue. If you would rather not raise it in the app, call us.

Reporting a bug or a security problem

Email us with what you did, what happened and what you expected. If you have found a security vulnerability, please tell us before disclosing it publicly and we will fix it and credit you if you would like us to.

Complaints

If something has gone wrong and the answer you got did not settle it, ask for it to be escalated. Complaints are handled by the Grievance Officer at Zoroo Learning Pvt. Ltd., at the address and email above.