During Your Session: The Step-by-Step

Your session begins once you are matched with a coach (via Instant or Direct) or when your booking's scheduled start time arrives. The default session length is 60 minutes per session (bundle sessions may have different lengths). Both you and your coach will have access to a real-time text chat throughout the session. Here is what to expect.

Rejoining a Session

If you are in a session and accidentally close the tab, you can rejoin at any time by pressing the “Return to Session” button at the top left of your screen.

How to Join the Voice Chat (Discord)

All sessions and support are run through our Discord server (discord.gg/queueup) for smooth, clear communication. Inside the session chat, you’ll receive a Discord server link and a unique, shareable code.

1. Join our Discord server.

2. Go to the "session-access" channel and paste your code.

3. The bot will assign you a role, making a new "Private Coaching" voice channel visible to you at the top of the channel list.

4. Join this new voice channel to meet your coach.

How to Purchase More Time (Session Extension)

If the session is going great and you want more time, you can extend it.

1. At approximately 55 minutes into the session, an extension prompt will automatically appear in the chat. Your coach can also trigger the extension prompt manually at any time.

2. Select the number of additional sessions you'd like to add (1–10). You must have enough QC to cover the cost.

3. Your coach will see a Grant or Deny prompt.

4. If the coach grants the extension, your QC is deducted, the session timers reset, and your session continues seamlessly.

5. If the coach denies the extension, the session continues unchanged to its natural end.

Note: After an extension is granted, a new 5-minute refund window opens for the extended portion — just like when the session first started.

Requesting a Refund

If something isn't right at the start of your session, you can request a refund within the first 5 minutes.

1. Press the "Request Refund" button in the session chat.

2. Your coach has 60 seconds (1 minute) to respond with Grant or Deny.

3. If the coach grants the refund, you receive a full refund of your QC and the session ends immediately.

4. If the coach denies the refund, the session continues as normal.

5. If the coach does not respond within 60 seconds, the refund is not automatically granted — the session continues, and you can open a support ticket if needed.

After the first 5 minutes, in-chat refund requests are no longer available. If you experience an issue after that point, please contact our support team.

Note: After a session extension is granted, a new 5-minute refund window opens for the extended portion.

How the Session Ends

When you are finished, ask your coach to end the session — only the coach has the "End Session" button. The session will not close exactly when the timer reaches 0:00, so there is no need to rush. As a safety net, a hard-end timer will automatically close the session after the full session duration plus a 2-hour buffer has elapsed.