Understanding and Using the "I'm Stuck" Button

What is the "I'm Stuck" Button?

The "I'm Stuck" button appears in Dash above your lesson recommendations for each subject. It's there to help when a lesson is too hard by adding a Supporting Lesson or by unblocking your next lesson (only guides can use the unblock option) if you have any technical issues.

Once you click the button, there will be two options:

1. "Unblock Next Lesson?" - Available only to guides, it should be used when there is a technical issue
2. "Add Supporting Lesson" - Available to anyone, it should be used when a lesson is too hard
3. "Book a Coaching Call" - Available only to students, it should be used to schedule time with a coach

For more details about the "Book a Coaching Call" button, we recommend reading How to Participate in Coaching Sessions since this is just a shortcut we added to Dash for convenience. Let's discuss the other buttons below.

What happens once we click the "Add Supporting Lesson" button?

There are two possibilities:

1. If a predefined Supporting Lesson exists, it is added to the recommendations - Suggested reading: What does the Dash's "Recommendation Source" mean?
2. If there isn't a predefined Supporting Lesson, Dash may unblock the next lesson

The goal is to add another lesson to allow you to continue studying if you are stuck. This means you still have to complete your Skill Plan, and the current lesson will stay in your recommendations (and it must be completed).

When should a guide use the "Unblock Next Lesson?"

If you master a lesson, and Dash does not update your SmartScore, you cannot continue to the next lesson. That can happen when something goes wrong. But do not worry! When you are blocked, the "Unblock Next Lesson?" button thrives!

Guides can see your lessons from their Dash, and they will also see the "I'm Stuck" button. However, when they click it, they have an additional option: "Unblock Next Lesson?"

If a guide clicks it, Dash will immediately allow you to continue to the next lesson. The current lesson will stay in Dash, but you won't have to wait until we fix the problem that caused you to be blocked.

But remember, if the guide does not contact the Support Team, the lesson won't go away or count, and this will affect your grades and your badges.

Note that there are two limits to unblocking lessons:

1. A skill can only be unblocked for a given student every 5 minutes.
2. Only 3 unblocks per subject on a given day are allowed for the same student.

Step-by-step runbook to unblock the next lesson

1. Verify the student has completed the current lesson.
2. Click "I'm Stuck" and select "Unblock Next Lesson?"
3. Carefully read and follow the on-screen reminders.
4. Contact the Support Team with details about the lesson and the student.

When in doubt, always seek assistance from the Support Team.

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For Agents: check this Agents-only article

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