Report a problem sends Nearo Support a short summary of how your call's connection did, so the team can look into what went wrong.
What Report a problem sends
A numbers-only timeline of how the connection was doing during the call, including lost data and delay.
The app you used (web or desktop), its version, and the kind of device.
The last few minutes of the app's call numbers and technical messages.
The other person's app also sends its own timeline automatically. It asks nothing of them and shows them nothing.
What Report a problem does not include
Audio, video, or the shared screen.
Chat messages.
Typed notes. There is no note box.
A student's name or email. The report names only the tutor's account email, so Nearo Support can find the account.
How long Nearo keeps it
The two timelines are kept for 90 days and then deleted. They are used for support only, and the tutor does not see them.
The call numbers and technical messages that go with a report are kept for a shorter time, and only Nearo staff with special access can read them.
ℹ️ To find Report a problem during or after a call, see What should I do if Nearo is slow, choppy, or keeps disconnecting?