ENG - MentorCity FAQs

Here you will find answers to frequently asked questions that we receive concerning our virtual mentoring platform.

Customize - Language Filter

Customize - Language Filter

Do recipients see inappropriate messages before filtering occurs?

Question

Is the filtered message completely blocked until approved/denied or does the recipient still receive the message while it is pending review?

 

Answer

The recipient will not see a message once it has been flagged by the language filter. 

If it is approved by the Administrator, then the intended recipient will be able to receive and view the message.
If it is denied by the Administrator, it remains unseen and blocked from the recipient.

Customize - Language Filter

Case sensitivity

Question

Is the language filter case sensitive and must the spelling be exact to catch inappropriate words?

 

Answer

The language filter is not case sensitive and the words must be spelled correctly in order for the function to work as intended.

 

 

Customize - Language Filter

Discussion forums

Question

Can the language filter catch what is written in discussion forums?

 

Answer

The Language Filter function only works within the Send Message and Private Chat functions.

Discussion forums must be self-monitored by an Administrator.

Customize - Language Filter

Is the language filter always on?

Question

Will the language filter function still be available if the ability to view private messages is turned off?

 

Answer

Yes, the filter function works as expected even if programs chose to not view private messages.

 

 

Customize - Language Filter

Where do filtered messages go?

Question

What happens if a program catches a filtered message?

 

Answer

The message will be sent to the Filtered Words section within 'Customize- Language Filter' pending approval.

To access this section:

Step 1: Go to 'Language Filter' under Customize.

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Step 2: Select 'Filtered Messages' to see if any messages need to be approved or deleted. 

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Customize - Program Evaluation

Customize - Program Evaluation

Are Program Evaluations mandatory?

Question

Are Program Evaluations mandatory?

 

Answer

Program Evaluations are not mandatory. If this function is activated, an email will be sent out from the system at the end of a mentoring relationship reminding members in a relationship to fill out the Program Evaluation.

 

Follow the instructions below if you would like to activate/deactivate this function:

  1. Under the Customize section, select 'Send Message'.

    image-1626704647994.png

  2. Select 'System Generate Messages' then click on 'Mentoring Relationships'.
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  3. Scan this page and select 'Edit' under 'Program Evaluation message'.

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  4.  Scroll down and select 'active' or 'inactive', depending on your program's preference. 

 

 

Customize - Program Evaluation

Member did not complete Program Evaluation

Question

What happens if members do not complete the evaluation?

 

Answer

Nothing happens within the system if members do not complete the evaluation.

However, Program Administrators can set their own rules via internal communications (email or message function) informing members that it mandatory to fill out the evaluation. 

 

Customize - Program Evaluation

How to find Program Evaluation responses

Question

Where can a Program Administrator access and view Program Evaluation feedback?

 

Answer

Program evaluation feedback can be found in 3 places:

  1. 'Generate Relationships Reports' in the 'Report' section.


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  2. The 'Relationship' section of the Administrator Dashboard.

    image-1626706680222.png

  3. The 'Statistics' section of the Admin Dashboard.
    Administrators are privy to the statistical data of members who have completed the evaluation.

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Scroll down and you will see 'Program Evaluations'. 

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Customize - Program Evaluation

Is the Program Administrator notified?

Question

Is the Program Administrator notified when evaluation emails are sent out?

 

Answer

Administrators are not notified when evaluation emails are sent.

This is an automated function that is predetermined based on the length of the mentoring relationship.

 

 

Customize - Program Evaluation

When is the Program Evaluation email sent out?

Issue

At what point in the mentoring relationship is the Program Evaluation email sent out?

 

Solution

Evaluation emails are sent out 14 days (2 weeks) before the mentoring relationship ends.

Customize - Program Evaluation

Is there a maximum number of Program Evaluation questions?

Question

Is there a maximum number of program evaluation questions?

 

Answer

There is no limit to the number of questions that can be asked by a program within an evaluation form. 

Customize - Program Evaluation

How to make a mandatory Program Evaluation

Issue

Is there a workaround to make program evaluations mandatory?

 

Solution

To make mandatory:

  1. Administrators can create a survey form in place of the program evaluation and make taking the survey mandatory.
  2. Administrators can use the 'Send Message' function to communicate with members that it is mandatory to fill out the evaluation. 

 

 

Customize - Badges

Customize - Badges

Can I customize rules for profile badges?

Question

Can the rules for profile badges be customized? E.g.: Change "Completed program evaluation in 5 mentoring relationships" rule for program with fixed relationships.

 

Answer

The rules for Profile Badges cannot be customized.

Note that customization is only possible with Course Badges.

Customize - Badges

The course badge is not showing on member's profile

Issue

The course badge showed up on screen once course was completed, but I cannot find it on my profile. Why has it disappeared?

 

Solution

This happens when the image uploaded to the course badge does not follow the image size requirement. Administrators should follow the recommended image size so that the badge appears in user profiles.

recommended size badges.png

Customize - Courses

Customize - Courses

Meta Tags

Question

What does the 'Meta Tags' function within Courses do?

image-1626707759508.png

 

Answer

Meta Tags allow admins to categorize courses by using searchable key words.

If/when the courses section is full of several courses, those key words will help mentors/mentees to search for and quickly access courses.

Customize - Courses

The 'Courses' section in the side panel is not showing

Question

I do not see the Courses section on the side panel. Why is this happening?

 

Answer

This happens when a program has not published any courses. The courses section will display once a program has published at least one course on the platform.

Customize - Courses

Increase font size in activities

Issue

The font size in activities is too small. How can I increase it?

 

Solution

At this moment, it is not possible to increase the font size in activities via the e-mentoring platform.

A workaround for increasing the font size or changing the font style in activities is:

1. Begin by typing all the text for the specific activity into your preferred word processor (Microsoft Word, Google Docs, etc.).
2. Once all the text has been typed in, copy and paste into the activities box.
3. Confirm that the pasted text matches your program's preferred format.

This way, your preferred font size and style will be retained for activities.

Customize - Courses

Instructions for linking Program's specific LMS

Question

Where can I find the instructions for linking Mentor City to my program's specific LMS?

 

Answer

Customize - Courses

How to gain access to the Platform Orientation courses

Question

I do not have access to the "default" Platform Orientation course. How can I gain access?

Answer

MENTOR Canada's Platform Orientation course should appear within an hour of your program being created.

Please contact support@mentoringcanada.ca if the courses have still not appeared after 2 working days.

Customize - Courses

Error with Youtube Link

Question

While customizing my course activity, why did I receive an error message saying "cannot connect to YouTube" when I entered a YouTube link?

 

Answer

This issue occurs when an Administrator inputs the URL from their browser's address bar. Please note that the link you should insert when customizing course activities can be found in the share/embed section of the video.

Step 1: First, click on the share button beneath the video.

youtube step 1.png

 

Step 2: Click the embed button.

youtube step 2.png

 

Step 3: Copy only the highlighted part of the embed video link below. Pasting this link into the course will not return an error message and the YouTube video will be available.

youtube step 3.png

 

 

Customize - Surveys

Customize - Surveys

Using external survey links

Question

My members are experiencing glitches when opening survey links through the mobile application which prevents them from accessing the survey. How can this be resolved?

 

Answer

When external survey links are used, Administrators should ensure that they copy & paste the URL directly from their browser's address bar.


Note: Ensure that you do not use the auto-generated/shortened URL as this results in the aforementioned error.

 

Customize - Surveys

Survey link shared to personal email

Question

I sent a survey link to member's personal email and an "access denied" error message appeared. How can the member gain access to the survey?

 

Answer

Survey links can only be accessed by MentorCity users within a specific program and with the email address provided within the platform.

In this situation, the member was unable to gain access to the survey because the system did not recognize the email address as one that is associated with your program on MentorCity.

Customize - Mentoring Agreement

Customize - Mentoring Agreement

Extending a mentoring relationship

Question

What is the exact process for members to extend their mentoring relationship beyond the pre-agreed relationship end date?

 

Answer

Members must revisit their respective mentoring agreements and click on the predetermined extension period to extend the relationship.

Step 1: From the side panel, click on 'Connections' then click on the mentor/mentee relationship that is to be extended. 

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Step 2: Select 'Mentoring Agreement'.

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Step 3: Adjust length of relationship

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Note: This Mentoring Relationship extension process must be carried out and accepted by both mentor and mentee in order for it to be activated within the system.

Customize - Mentoring Agreement

How to increase the length of mentoring relationships?

Issue

Can the 'Length of Relationship' options be increased for programs with longer commitment periods?

 

Solution

For Programs that wish to increase the standard options provided for the length of Mentoring Relationships, please follow the steps below.

Step 1: 
Under customize, select 'Mentoring Agreement'.

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Step 2: Increase the Length of Relationship by using a monthly format; e.g., 36 = 3 years. 

image-1626710332415.png

 

Communications - Chat

Communications - Chat

Message/Chat notifications

Question

When a a chat message is sent to a member, they do not seem to receive any notifications via email or the mobile application. Why is this not received?

 

Answer

Message notifications are sent out to members within the system. However, the notifications alerts are delayed by 5 minutes if the message has not been read in that timeframe. 

Communications - Chat

What is the message retention period on the platform?

Question

How long are the conversations between members retained within the system?

 

Answer

The conversations are retained in the system forever.

 

Communications - Chat

Monitor conversations

Question

How can I monitor the conversations between members on the platform?

 

Answer

This function is turned off by default for privacy reasons.

However, if a program deems it essential to have access to its members' conversations, please contact support@mentoringcanada.ca to request that this function be activated.

 

Communications - Meeting Link

Communications - Meeting Link

Can the link be customized?

Question

Can the invitation link be customized with a program's name instead of the default link provided by MentorCity?

 

Answer

No. Unfortunately, this function is not possible at this time.

 

Communications - Voice/Video Calls

Communications - Voice/Video Calls

Monitoring live calls

Question

How can live calls be monitored?

 

Answer

Program administrators are able to join-in and monitor members conversations when live calls are in session.

Step 1:
From the Admin Dashboard, select 'Relationships'. Navigate to 'Calls' and click on In Progress beneath 'Status'.

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Step 2

After clicking on In Progress, you will be taken to the member's page.

Select 'Join Meeting' to gain access to the ongoing meeting.

 

Communications - Voice/Video Calls

How does the video call function work?

Question

When I joined a call on both desktop and the mobile application, the Member I was calling did not respond. How does the video call function work on the platform?

 

Answer

At this moment, it is not possible to place calls on the platform. The video call function works more like ZOOM with the following options:

  1. Share the invite link with your mentor/mentee/group to join at a predetermined time.
  2. For impromptu meetings, before starting the call, you must first notify the individual(s) by sending a chat message stating that you would like to jump on a quick call, as the party(ies) is not notified when a call is in session.

Once they have been notified and accept the meeting, click the 'Join Meeting' button within your Connection or Group to start the call session and wait for the invited parties to join.

 

Communications - Voice/Video Calls

Can live calls be recorded?

Question

Can video calls be recorded?

 

Answer

No, unfortunately. This feature is not available on the platform at this time.

 

Communications - Calendar

Communications - Calendar

Meeting feedback form for in-person meetings

Question

If a meeting is booked via the calendar and it is for an in-person meeting, will the meeting feedback form come up after the meeting date/time?

 

Answer

Yes, the meeting feedback form will be sent out after the scheduled time of the calendar meeting.

Please note that this function does not distinguish between in-person or virtual meetings.

 

Communications - Calendar

How to join meetings via the mobile application

Question

I tried to join a meeting through the mobile application, but I could not select the meeting time on the calendar. How can I join meetings while using the app?

 

Answer

To join meetings through the mobile app, you must: 

1. Click on Connections from the left-hand menu
2. Click on your mentoring match name
3. Click on the "Join Meeting" button

Once you sign in, you will be able to join the call. 

Communications - Calendar

Are in-person meetings automatically marked as completed?

Question

Does the calendar automatically mark an in-person meeting as completed?

 

Answer

Yes, the system will mark all meetings as completed, as long as the invite is not cancelled.

Note: Even if the Mentor and Mentee do not meet, the system will still mark the meeting as completed. The Mentor and Mentee must either adjust the time if it has been marked as completed or cancel the invite to avoid the risk of this occurring. 

 

Communications - Calendar

How to Schedule/Book Meetings using the Mobile Application

Question

I tried booking a meeting via the Mobile Application, but it does not work. I tap on the slot, but no actions occur. How do I book meeting using the app?

 

Answer

To book meetings via the MentorCity mobile application, Members and Administrators must long-press/hold down on the intended slot rather than tapping on it. 

Mentors & Youth - Matching Members

Mentors & Youth - Matching Members

Prior Mentoring Relationship data

Question

If a mentoring relationship ends and a new match is made with different parties, are the conversations from the previous relationship retained on the platform?

 

Answer

Yes. All of the information from the previous relationship is retained on the platform.

 

Mentors & Youth - User Profile

Mentors & Youth - User Profile

Deactivated Members

Question

If a member is deactivated, is their profile deleted from the system?

 

Answer

When you deactivate members, all their information (profile, connections, group, etc.) is retained within the system.

However, they won't be able to log in to use or access the platform.

 

Mentors & Youth - User Profile

Are Members notified upon deactivation?

Question

Do members receive a notification that informs on or confirms account deactivation?

 

Answer

Notifications are not sent out to members upon deactivation.

 

Mentors & Youth - User Profile

What functions are still available when a relationship ends?

Question

Which functions are no longer available when the Mentoring Relationship has ended?

 

Answer

All functions are still available after the mentoring relationship has ended.
Previously matched Mentors and Mentees are able to continue communicating via the platform.

If a Program would like to prohibit this function, both mentor and mentee must be deactivated within the system.

 

Mentors & Youth - User Profile

Logging Meeting Hours

Question

How can Mentors or Mentees manually log meeting hours?

 

Answer

There is a Mentoring Hours tracker for logging meeting hours and it can be found within 2 sections on the Side Panel - the Dashboard and Connections.

1. On the Dashboard, there is a section called 'Your Mentoring Hours' where Members can log their overall meeting hours.

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2. From the Dashboard, Members can also click on their Mentor's or Mentee's name to individually log mentoring hours and meetings.

image-1626718061763.png

 

3. On the Side Panel, click Connections, then select your Mentor/Mentee to log your mentoring hours and meetings.

 

Mentors & Youth - User Profile

How to permanently delete members

Question

Can Members be permanently deleted from the platform?

 

Answer

Yes, however, you must send a request for a specific member to be permanently deleted.

Program Administrators do not have permission to delete members on MentorCity. If a member must be deleted, an Administrator will need to send an "Account Deletion" request to support@mentoringcanada.ca for that action to be carried out on your behalf. This process provides an additional layer of security to prevent accidental, permanent deletion of user profiles.

If you want to mass delete several members at once, please provide a list detailing the members' full name and their email address. 

Note: By activating this "Account Deletion" request, please note that all the information pertaining to this member will be permanently deleted from the servers, the Administrator Dashboard, and downloadable reports. The member's records cannot be restored.

Program Administration - Mobile Application

Program Administration - Mobile Application

Can Program Administrators perform administrative tasks via the mobile application?

Question

Can Program Administrators perform administrative tasks using the mobile application?

 

Answer

Yes, all administrative tasks can be performed via the mobile application.

 

Program Administration - Mobile Application

Recommended user age

Question

What is the recommended age for users of the application?

 

Answer

We recommend members aged 10-12 years, preferably from 12-year-olds and up.

Note: While this is the recommended age, the system does not prevent a program from engaging younger children in accessing the mobile application or the platform.

 

Program Administration - Edit Organization Profile

Program Administration - Edit Organization Profile

What is the character limit in the "email from" address?

Question

What is the character limit in the "Email From" field for my program/organization's email address?

 

Answer

The 'Email From' field, has a limit of 20 characters.

 

Program Administration - Edit Organization Profile

Recommended size for profile images

Question

What is the recommended size for a profile picture?

 

Answer

MentorCity recommends using pictures that are 240 px X 240 px.

 

Program Administration - Edit Organization Profile

Error message received when changing default email address

Question

I am receiving an error message when trying to change the default email address stating "remove spaces and signs". How can this be resolved?

 

Answer

Ensure that you remove any spaces before or after the email address.

Alternatively, try refreshing the webpage if you receive the error message after multiple attempts.

 

Program Administration - Edit Organization Profile

Change Organization Colours

Question

I am unable to change the colours for my organization. How can I do this?

 

Answer

In order to change the colours for your organization or program, Administrators should ensure that they include the # sign before the colour number.

Note: only put one # sign.

 

Program Administration - Login/Sign-up

Program Administration - Login/Sign-up

Onboarding Email

Question

I did not receive the onboarding email from MentorCity. How can I access this?

 

Answer

  1. Check your junk mail folder.

  2. Check your quarantine folder, if your organization utilizes this function.  You can do that by following this link --> https://security.microsoft.com/quarantine.

  3. If the email is not in your junk mail or quarantine folder, please contact support@mentoringcanada.ca for assistance.

 

Program Administration - Login/Sign-up

Error message for passwords

Question

Upon first login, I am unable to change my password from the Account Setting page and/or I received an error message stating that my password does not match or is invalid. How can I resolve this?

 

Answer

  1. Occasionally, there is a space either before or after the password. This can occur if the password was copied and pasted from the email. Re-enter password manually to resolve this issue.

  2. Try refreshing the webpage if solution #1 does not work.

  3. If the issue persists, please contact support@mentoringcanada.ca for assistance.

Program Administration - Manage Administrators

Program Administration - Manage Administrators

How to invite additional Program Administrators to a specific Program

Issue

How can a Program Administrator invite another Program Administrator to join their Program?

 

Solution

The Program Administrator will need to send the other Administrator the invitation link.

If a Program Administrator has previously registered and is logged in to the platform, they must log out of their current session before clicking the invitation link. Then, they must enter their current login credentials to proceed.

Once they have successfully joined your program, you can upgrade them to become an Administrator.