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Who do I contact if I need help?

Whether you are just getting started on Gooru or are an experienced user who needs a little extra support, our Support Team is excited to help out however we can!

If you’re unable to find the support you need here, please feel free to email us at support@gooru.org. We will respond within 24 hours during the business week.

When you send us a message, it helps us if you can include a link or screenshot to any Gooru page that you are using, and contact us using the email account that you’re registered with on Gooru. The more context we have, the easier it is for us to help you!

With the exception of a few holidays, a member of our support team will respond within one business day – usually in under 2 hours during our official business hours (9am-6pm PST) – to ensure that you have the solution you need in a timely manner.

What do I do if Navigator won’t load?

If Navigator is not loading or working properly, there are several things you can try:

Refresh the page.
Clear your browser’s cache and then revisit gooru.org. You can find instructions on how to clear your cache for Mozilla Firefox here, Google Chrome here, Safari here, and Internet Explorer here.

If you are a learner trying to access your class, try this work-around:

If you are trying to access Navigator from a school or institution, it is possible that the firewall is blocking our website. Please ask your IT to white-list these domains in the proxy as these domains are what Navigator depends on.
You may be trying to access Navigator from an outdated browser. In order to provide you with the best and most secure experience, we only support the most recent browsers.

Please contact us at support@gooru.org if you are still having problems with the platform.

What will be/can be the best possible way to track a student’s journey if they switch tenants?

Every learner within the system has a Universal Learner Id that follows the learner life-long across the different stages of learning from K12, Higher Ed, Professional learning irrespective of the tenant they may be in each stage. So, when a learner moves from one organization to another within Gooru Navigator, the learner identity including proficiency in various facets, their portfolio, preferences and all the different attributes of the learner is available and accessible in the new organization.

How can I become a partner?

You can email us at info@gooru.org or visit this link and fill out the form.

What is the helpline number and Email support?

CALL SUPPORT: 650-331-0219 (9AM-5PM PST M-F)

Email Support

Who owns the data? Can a partner have access to data?

The learner owns their data. Navigator application has the permission to use the learner’s data to make route and reroute suggestions during the learner’s journey.

Navigator exposes APIs to provide partners access to their users’ data.

Schools can participate in research with our research partners by implementing Navigator in their schools to use the data for specific research programs.

How does Gooru ensure Data Privacy?

Navigator is a multi-tenant system and implements tenant boundaries within the database to limit data access to only users within the tenant.

How is Data security ensured by Gooru?

The data is hosted on servers that are behind firewalls and are not accessible directly to anyone outside. The servers are secured and only specific ports are opened depending on the services running on the servers. The login to the servers is only via secure ssh and are restricted to only admins. The database on the servers is accessible only via authentication.