ENG - Mentor Connector Support FAQ

This FAQ provides solutions to the most common issues users of the Mentor Connector face while navigating the platform.

Program Questions

Program Questions

"Send an email to this contact" reply link not working

Issue:

Individual in charge of responding to program inquiries is having an issue with replying the automated email sent from the Connector via the reply link when inquiries are made to their program. 

 

Solution:

We receive support emails saying that the "send an email to this contact" link does not work properly. To resolve this issue, here are 3 options that will allow administrators to easily contact inquirers through the email:

  1. Click on your email client's reply button to respond as you would reply to a regular email, do not click the link provided.

  2. If clicking on the reply button fails to work, please copy and paste the reply link (do not click it) into the "to:" section of your work email, that is, the recipient part of you email response. Once you have pasted it, please delete the "mailto:" part of the link. For instance, "mailto:john.smith@mentoringcanada.ca " would then become "john.smith@mentoringcanada.ca".

  3. If you would prefer to click the link, we recommend asking your IT Department to configure your desktop email app and link your work email to it. Once that has been set up, you will be able to reply inquiries by clicking the link. 
Program Questions

Update program details

Issue:

We receive requests from program administrators who would like to update their program details. E.g., update contact information, change the current administrator, or add another administrator to the program.

 

Solution:

Support is always happy to help administrators make this change, however it is faster to make these changes yourself by logging into the site using this link <Administrator Login>.
This link takes you directly to your program's dashboard where you can make the changes yourself.

Please remember to hit the  save button at the bottom right corner of the page once you are done.

 

 

Program Questions

Inquiry search radius matching volunteers who are too far away

Issue:

Some program administrators have noticed that they are receiving inquiries from volunteers who are based outside of their program's service area and are therefore not viable candidates for them. 

 

Solution:

When volunteers search for available mentor/mentee programs, they have the option to search for programs as far as 100km from their location. This wide search parameter can result in inquiries from volunteers outside your program's area of service.
When this occurs, we recommend encouraging volunteers to search again on the site for a more suitable match. 

Program Questions

Administrator Login Page

Issue:

Occasionally, program administrators are unable to locate the page that directs them to login to their Connector accounts.

 

Solution:

  1. To access your program administrator account, please visit the Mentor Connector page on our website and you will find the Connector sign-in button under 'Step 3'. This will take you to right to the login landing page to gain access your account.

  2. Alternatively, we encourage administrators to follow this link <Connector Sign-In page> and bookmark this page for quick future reference as it is direct access to the login landing page.
Program Questions

Email address string in "send an email to this contact" looks unusual

Issue:

The email address to respond to inquiries looks like an unusual string of letters and numbers, so administrators worry that it might be a spam email or it might be a broken link as there is no name attached to the address.

Solution:

This email address string you see is what helps MENTOR Canada to serve as a middleman and ensure that, from our end, we can verify that communication has been established between you and the inquirer. This email is what updates the inquiry status from 'un-contacted' to 'contacted'. 

Please go ahead and reply to this email as it is safe to do so. Once the inquirer responds to your reply, you will receive their personal email address.

Program Questions

Request for volunteer email addresses

Issue:

We understand that many administrators would love to have the email addresses of inquirers at first contact, unfortunately that feature is not available at this moment.

 

Solution:

It is not possible to receive personal emails via the platform until a back-and-forth initial contact has been established. This relay is what allows the Connector to change the inquiry status from 'un-contacted' to 'contacted'. Once that has happened, administrators will be able to connect with inquirers and receive their personal email addresses.

For example:
Person A makes an inquiry, and you respond to their inquiry via the connector email.
Once Person A replies your response, that is when you will receive their personal email as the Connector is no longer the middleman from that point.

Program Questions

Change contact email for program inquiries

Issue:

Current administrator is flooded with several emails from inquirers and would like to change the contact information for inquiries. 

 

Solution:

Additional program administrators can be added to the program which would also receive the inquiry emails and therefore spread workload amongst the program administrators.

To learn how to add additional program administrators or change the current program administrator, please refer to the following article from the Mentor Connector user guide:

Organization Administrators & Program Administrators

Note: While the removed program administrator can still sign in, they will no longer have administrator privileges attached to their account once this change is confirmed. The new contact information will become the program administrator so please ensure that email/user account is secure.

Program Questions

Status update for pending programs

Issue:

This addresses program administrators who have created a program but are yet to receive feedback on its approval status.

 

Solution:

At this moment, there is a waitlist for program approvals as this takes time.

We thank you for your patience and recommend that you keep checking your program's profile to confirm your approval status. You can log in to your program here.

However, if you have not heard from us in 10 business days, please contact us at support@mentoringcanada.ca 

Program Questions

Delete duplicate programs

Issue:

While conducting a search on the Connector to see if their program is listed, administrators might notice that there is a duplicate of their program showing up in the search.

 

Solution:

Program and organization administrators can perform a program deletion on their own. 

Please refer to this article of the Mentor Connector user guide:

Edit Your Organization & Programs

If you still need assistance, please reach out to Support (support@mentoringcanada.ca).

 

Program Questions

Next steps for Pending & Paused programs

Issue:

An organization or program administrator was notified that their program submission was paused or, sees that it is still pending after 10 business days when logging in to the Connector.

 

Solution:

If your organization has not been approved or is still pending after 10 business days, the administrator can contact Mentor Canada at support@mentoringcanada.ca to gain further knowledge pertaining to the status. 

Mentor Canada will reach out to the contact listed on the submission form when the program does not meet requirements or when more information is required for approval. An email is sent to advise the administrator that the program has been paused. 

Organization Questions

Organization Questions

Delete duplicate organizations

Issue:

When linking a new program to their organization, an administrator might notice that there is a duplicate organization listed in the Connector.

 

Solution:

Please contact Support (support@mentoringcanada.ca) if you notice duplicate organizations.

Organization Questions

Administrator Login Page

Issue:

Occasionally, organization administrators are unable to locate the page that directs them to log in to their Connector accounts.

 

Solution:

  1. To access your organization administrator account, please visit the Mentor Connector page on our website and you will find the Connector sign-in button under 'Step 3'. This will take you to right to the login landing page to gain access your account.

  2. Alternatively, we encourage administrators to follow this link <Connector Sign-In page> and bookmark this page for quick future reference as it is direct access to the login landing page.
Organization Questions

Update organization details

Issue:

We receive requests from organization administrators who would like to update their organization details. E.g., update contact information, change the current administrator, or add another administrator to the organization.

 

Solution:

Support is always happy to help administrators make this change!  However, it is much faster to make these changes yourself by logging into the site using this link <Administrator Login>.
This link takes you directly to your organization's dashboard where you can make the changes yourself.

To learn how to update your organization details, please refer to the following articles from the Mentor Connector user guide:

Organization Administrators & Program Administrators

Edit your Organization & Programs

Please remember to hit the save button at the bottom right corner of the page once you are done.

Organization Questions

Program is not coming up in search result

Issue:

We love when organizations register on our platform because this means you’ve made the first step towards getting yourself out there – that’s awesome! Unfortunately, we have also noticed that some organizations do not have programs registered with us so, when you use the search function, you do not show up on the results page.

 

Solution:

In this situation, when you input your postal code or location in our search bar to verify if your organization shows up for mentoring opportunities, please note that it will not show up because the search function is only linked to programs and not organizations.

We strongly recommend following this link < Submit a Program > and creating a program for your organization if you have not done this yet.

Alternatively, if you have registered a program and its approval status is still pending, your program will not come up in the search results as it only shows once the program has been approved.

Organization Questions

Status Update for Pending Organizations

Issue:

This addresses organization administrators who have created an organization but are yet to receive feedback on its approval status.

 

Solution:

Please note that at this moment there is a waitlist for organization approvals due to the large volume of submissions we receive.

We thank you for your patience and recommend that you keep checking your organization's profile to confirm your approval status. You can log in to your organization here.

However, if you have not heard from us in 10 business days, please contact us at support@mentoringcanada.ca 

Organization Questions

Next steps for Pending & Paused organizations

Issue:

An organization administrator was notified that their organization submission was paused or, sees that it is still pending after 10 business days when logging in to the Connector.

 

Solution:

If your organization has not been approved or is still pending after 10 business days, the administrator can contact Mentor Canada at support@mentoringcanada.ca to gain further knowledge pertaining to the status. 

Mentor Canada will reach out to the contact listed on the submission form when the organization does not meet requirements or when more information is required for approval. An email is sent to advise the administrator that the organization has been paused. 

Support Services Offered

Support Services Offered

Mentor Connector video call orientation for organizations or programs

Issue:

This applies to organizations or programs administrators who would like a walkthrough of the Mentor Connector platform to better understand how it functions.

 

Solution:

Please contact michele.mantero@mentoringcanada.ca to book a 30-minute walkthrough session via video call with you and/or your staff.

Support Services Offered

How to attract/retain mentors and mentees

Issue:

Program administrators often reach out to support with questions concerning attracting more mentors and mentees to sign up and follow through with their program.

 

Solution:

Please contact communications@mentoringcanada.ca to help guide you and offer suggestions on how you can improve your reach and retention of volunteers.

General Questions

General Questions

Forgotten password

Issue:

An administrator might have forgotten their Connector login password and requires assistance with the next steps to take to retrieve their password.

 

Solution:

To get a new password, please click this link: Forgot Password

Technical Support Contact Information

Please note Mentor Canada's tech support contact information below:

Email: support@mentoringcanada.ca
Support & Training Centre:

Consult the user guide and the FAQ's 

Phone: For any urgent request, please call 1.800.263.9133 ext. 65