If your mentor or mentee hasn't responded to your message, it's rarely a sign of disinterest, most of the time it's a missed notification or a busy period. This article walks through practical steps to try before escalating.
What should I do first?
Send a follow-up message in your loop. Notification emails can be missed, especially during a busy week. A second message is rarely intrusive, most people appreciate the nudge.
When you follow up, it helps to be specific: suggest a concrete meeting time rather than just checking in. A clear ask is easier to respond to than an open-ended message.
Could they be missing notifications?
If your partner isn't responding to messages, they may not be receiving notification emails, particularly if Mentorloop emails are being filtered or blocked by their organisation's email settings.
You can prompt them to check their Account settings → Email notification frequency to make sure notifications are enabled. If they're using the Mentorloop mobile app, encourage them to enable push notifications so they get prompted in real time.
What if I still haven't heard back?
If you've followed up and still haven't received a response after a reasonable period, usually a week or two, contact your Program Coordinator. You can reach them via your 1:1 loop with them, which you'll find on your dashboard.
Your Program Coordinator can check whether your partner is still active in the programme, reach out to them directly, and advise on next steps. They may also be able to see whether there's a notification or access issue on the platform side.
It might be time to request a rematch
If your partner has been unresponsive for an extended period and your Program Coordinator hasn't been able to re-engage them, it may be worth requesting a rematch. There's no shame in this, an unresponsive match isn't a productive use of your time in the programme. Speak to your Program Coordinator about your options.
What if I can't reach my Program Coordinator?
If you're unable to reach your Program Coordinator or need additional support, contact the Mentorloop support team at support@mentorloop.com or via the chat widget in the bottom right of the platform. We'll do what we can to help.