I cannot book a mentor or find a response
Check request status, availability and access before sending another support request.
A request for help is not the same as a confirmed meeting. Start with the status shown by the pathway you used.
Before you try again
Sign in with the same account. Keep the request reference, topic and any confirmation you received. Different mentor and support paths may use different forms; do not assume that every contact appears in one list or that sending an email books a session.
Check a saved request
- Open My support requests for Lab requests or bookings, or Support for your saved support case.
- Read the status and public updates. A support case reference is separate from a confirmed booking.
- Open the coordinator response or agreed session details when present.
- If the list fails to load, use Retry. A loading error does not mean your request was deleted.
- If a saved record exists, use its reference when following up instead of repeatedly submitting the same request.
A pending or in-review request is awaiting action. A scheduled or confirmed session should include the relevant agreed details. Use the session link shown when one has been provided.
No slot or request option is available
Availability and eligibility vary. The directory may not show a bookable slot for every mentor. Evidence-support intake can also be limited by the pathway, selected source, capacity or current availability.
Keep your brief private and use its download option if offered. You can still improve the brief: name the decision, explain what you have tried, and prepare one question. See requesting help.
You have not received a response
Check the request’s current status and any specific target displayed there. Open the existing case in Support and add a reply with what you need clarified. You can reopen a closed case when further help is needed. Preserve the original reference; do not create duplicates just because a response is late. Do not include passwords or unnecessary customer information.
If you are trying to enter mentor resources, check Roles & learning access in Settings. A pending mentor application is different from an approved mentor role; creating another account will not bypass the review.