RocketHour

Staff Playbook

RocketHour Connect

Everything you need to get parents, tutors and support set up — and what to do when something goes wrong. Built for non-technical staff. No jargon.

🙋
The student always says yesEvery connection needs the child to click Accept. No one can ever connect silently.
🔓
Only while it's openThe app works only when the child has it open. Closed = unreachable.
🎯
Tutors see only their classA tutor only sees the students they teach. Support can see all, and it's all logged.
SECTION 1

Setting up a parent

The golden rule: one link does everything. You send a link, the parent does the rest, and the computer names itself. You never type a number.

Send a setup link

  1. In Airtable, open the student's record.
  2. Click “Re-send setup link”…or copy their personal link — it ends in ?s= then their record ID.
  3. Send them the parent setup message (email or WhatsApp — both are ready to go).It has the link and friendly step-by-step instructions for Windows and Mac.
That's it. When the parent finishes, their computer appears automatically with the child's name, in the right class. Nothing for you to type.

Check it worked

On the status page, the student moves from “Missing ID” to linked, and shows a green dot when the computer is on. Still on “Missing ID” after a day? They haven't finished — re-send the link with a friendly nudge.

Every situation a parent might hit

SituationWhat you do
New student joiningSend the setup link.
Got a new computerSend the same link again — the new computer replaces the old one automatically.
“I reinstalled, now it won't work”Send the link again; they re-enter the number from the fresh install.
Two siblings, one computerSend each child their own link; both enter the same number. Tutors will see “James & Kate”.
Moving to a different classJust change their group in Airtable as usual — the computer follows them.
Graduating / leavingUpdate enrolment status as usual; the computer is removed overnight.
You never handle the 9-digit ID. The parent enters it once on the page; the system does everything else.
SECTION 2

Setting up a tutor

A tutor gets a login that shows only their own classes, with one-click connect.

Add a tutor

  1. In Airtable (tutors table), fill two fields: • secure_email_tu = a real inbox they actually check.  ⚠️ Never lms_email_tu — those are fake lesson logins; invites sent there vanish.
    • tutor_type = freelance (sees only their classes).
  2. Ask engineering to invite them.They run one command (rhremote invite) — it creates the account and emails the set-password link.
  3. The tutor gets an email from [email protected] to set their own password.Tip: send them the heads-up WhatsApp first so they expect it.
  4. They install RocketHour Tutor from the tutor page, log in, and set up 2FA (see below).
  5. Done — their classes appear automatically. They click a student to connect.

Change a tutor's email

  1. Edit secure_email_tu on their Airtable record.
  2. If they haven't set their password yet, ask engineering to re-invite them so the new address gets the link.If they're already logged in, nothing else is needed — the change is just for our records and future password resets.
What a tutor sees Only their own class(es), with a live green/grey dot per student and an “Open class” button. Nothing else.
SECTION 3

Setting up a support person

Support can connect to any student to help out. Same setup as a tutor — just a little tighter.

Add a support person

  1. Same as a tutor, but set tutor_type = support…or full-time if they also teach a class of their own.
  2. Their name on the child's Accept prompt shows as “RocketHour Support — [First name]”so a child who doesn't know them still sees it's official and accepts confidently.
  3. 2FA is non-negotiable. Ask them not to “trust this device”, so they enter a code every login.Justified by their all-student reach.
Keep the support team small. Every support login can reach all ~300 students, and our licence counts users. Only give it to people who truly need all-student access.
Still completely safe. Even support can never watch a child silently — the student clicks Accept every time, and every connection is in the log.
FOR TUTORS & SUPPORT

Two-factor login (2FA)

After the password, the app asks for a 6-digit code from their phone. A stolen password alone is then useless.

Setting it up (first login)

  1. On the phone, install Google Authenticator or Authy (free).
  2. In that app, tap + and scan the QR code RocketHour Tutor shows.
  3. Type in the 6-digit code it generates.
  4. Save the backup codes it gives you — screenshot or write them down somewhere safe.This is the lifeline if the phone is ever lost. It matters most.
  5. Tutors can tick “trust this device” to skip it next time. Support should not.
EMERGENCIES

🚨 When something goes wrong

The important bit. Stay calm — nothing here is a disaster, and nothing exposes a child.

Someone lost their PHONE (the 2FA phone)

  1. If they saved their backup codes: log in with the password, enter one backup code instead of the 6-digit code, then set up the authenticator again on the new phone. ✅ No help needed.
  2. If they didn't: an admin resets their 2FA in the console (Users → the person → reset two-factor). They set it up fresh next login.🚑 Not sure how? Ask engineering — it's a 30-second job.

Someone lost their LAPTOP (or it was stolen)

Do this immediately:

  1. Fastest: ask engineering to revoke them — one command disables the account and kicks them out everywhere.
  2. Or yourself: in the console → Users → find them → Disable, then More → Force logout. ~20 seconds.
😌 Don't panic. A thief still can't watch any child — the student has to click Accept. A lost laptop is just an account you switch off. When they're back, re-enable it and they re-do 2FA.

Someone is leaving RocketHour

Set their tutor_type to removed in Airtable — the account switches off overnight. If it's urgent, ask engineering to revoke them now, then update Airtable.

CHEAT SHEET

Quick reference

I need to…Do this
Set up a new studentAirtable → student → Re-send setup link → send the parent message
Replace a student's computerSend the same setup link again
Set up a tutorFill secure_email_tu + tutor_type=freelance → engineering invites
Set up supportSame, tutor_type=support (or full-time); insist on 2FA
Change a tutor's emailEdit secure_email_tu → re-invite if not set up yet
Move a student's classChange their group in Airtable (computer follows)
Lost phoneBackup code, or admin resets 2FA in the console
Lost / stolen laptopRevoke immediately (or console → Disable + Force logout)
Someone leavestutor_type=removed (or revoke if urgent)
See who's set up / onlineThe status page
When in doubt Anything with a 🚑 — message engineering. Nothing here can break the system; the worst case is re-sending a parent a link.