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Everyone·Getting Started

FAQ & Troubleshooting

Answers to common questions and solutions to frequent issues

Quick answers to the most common questions about using MentorStack.

Account & Access

I didn't receive my invitation email

  • Check your spam or junk folder — invitation emails sometimes get filtered
  • Make sure the email was sent to the right address — ask your admin to confirm
  • If it's been more than a few minutes, ask your admin to resend the invitation from the Members page
  • Add noreply@mentorstack.io to your email contacts to prevent future filtering

I forgot my password

Click Forgot Password on the login page. You'll receive a reset link by email. If you don't see it within a few minutes, check your spam folder.

I can't log in even though I reset my password

  • Make sure you're using the correct email address — the one your invitation was sent to
  • Clear your browser cache and cookies, then try again
  • Try a different browser or incognito/private window
  • Contact your program admin if the issue persists

How do I change my email address?

Contact your program admin. Email addresses are tied to your account identity and can only be changed by an admin.

Matches

I haven't been matched with anyone yet

Matching is managed by your program admin. If you've been in the program for a while without a match, reach out to your admin to check on the timeline.

My match doesn't feel like a good fit

This happens — not every pairing clicks. Talk to your program admin about it. They can pause the match and reassign you. It's better to address this early rather than let the relationship go inactive.

Can I have more than one mentor or mentee?

Yes, if your program allows it. You can be part of multiple active matches simultaneously. Each match appears separately on your Matches page with its own conversation and meeting history.

My match was paused — what does that mean?

A paused match is temporarily suspended. This usually means the admin or one of the participants requested a break. No meetings or messages are expected during a pause. Contact your admin if you're unsure why a match was paused.

Meetings

How do I schedule a meeting?

Mentors can schedule meetings from the Meetings page or the dashboard. Click Schedule Meeting, pick a mentee, date, and time, then submit. Mentees can ask their mentor to schedule a session — or message them with a proposed time.

I need to cancel or reschedule a meeting

Message your mentor or mentee as early as possible. They can update the meeting on the Meetings page. If you need help, contact your admin.

Do meetings happen inside MentorStack?

MentorStack tracks meeting schedules and notes, but the actual conversation happens however your organization prefers — video call, phone, in person, etc. MentorStack is the record-keeping layer, not the video platform.

I missed a meeting — what should I do?

Message your mentor or mentee to apologize and reschedule. Things happen — what matters is following up promptly.

Goals

How many goals should I set?

Start with 2–3 focused goals. You can always add more later. Too many goals at once makes it hard to make meaningful progress on any of them.

Can I edit or delete a goal?

Yes. Open the goal from your Goals page and click Edit to update the title, description, or target date. You can also change a goal's status to On Hold if your priorities have shifted.

My mentor can see my goals — can I make them private?

No. Goal visibility is intentional — it helps your mentor provide targeted guidance and lets admins measure program impact. Think of your goals as a shared roadmap for your mentoring relationship.

Messages

Are my messages private?

Messages between you and your match are private to your pair. However, program admins can access conversations if needed for program oversight or to resolve issues. This is disclosed in your organization's terms of use.

I'm not getting message notifications

Check your notification preferences in your profile settings. Make sure message notifications are turned on. Also check your email spam folder — notification emails sometimes get filtered.

Can I message someone I'm not matched with?

No. Messaging is limited to your active matches. If you need to contact someone else in the program, ask your admin to facilitate an introduction.

Technical Issues

The page isn't loading or looks broken

  1. Refresh the page — try a hard refresh (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac)
  2. Clear your browser cache — cached data can sometimes cause display issues
  3. Try a different browser — this helps identify browser-specific problems
  4. Check your internet connection — MentorStack requires an active connection

I'm seeing an error message

Note the exact error message and what you were trying to do when it appeared. Contact your program admin with these details — they can escalate to MentorStack support if needed.

Which browsers does MentorStack support?

MentorStack works with the latest versions of Chrome, Firefox, Safari, and Edge. For the best experience, keep your browser up to date.

For Admins

How do I remove a member without losing their data?

Use Deactivate instead of delete. Deactivating removes the member's access but preserves all their data — meeting history, messages, goals, and match records — for reporting and compliance.

Can I re-invite someone who was deactivated?

Yes. Go to the Members page, find the deactivated member, and click Reactivate. Their account will be restored with their previous data intact.

How do I export our program data?

Use the Reports page to generate and download reports as CSV or PDF. For raw analytics data, use the Export button on the Analytics page.

Where do I get help as an admin?

For product support, reach out to MentorStack at support@mentorstack.io or visit our website. For program design advice, check the articles in this help center.