Parent FAQs

Got a question about Maths-Whizz? Then take a look at most frequently asked questions.

Purchasing Maths-Whizz

How do I purchase Maths-Whizz?
Parents can easily purchase online through our website. Click here to see our subscription options.
Do I need to purchase a subscription for each child?

Yes, each child needs their own subscription in order to use Maths-Whizz. The Tutor sets lessons based on each child’s unique needs, so children need their own account to get the lessons that are right for them.

Using Maths-Whizz

How often should Maths-Whizz be used?

Maths-Whizz is most effective when children use Tutor mode for 45-60 minutes per week, in 2-3 sessions of 20-30 minutes each.

Students needing an extra boost can benefit from using Tutor mode for up to 90 minutes each week, again split into 20-30 minute sessions.

Remember: we recommend this usage takes place in Tutor mode. Tutor mode is where your child learns new material and makes progress through the curriculum; the other modes, activities and games are ideal for extra practice and play outside of tutoring.

Can I use Maths-Whizz on an iPad or tablet?

Yes. To use Maths-Whizz on your iPad or tablet, just download the free and secure educational app, Puffin Academy Browser.

Apple App Store Download

Google Play Store Download

Once downloaded, simply open Puffin Academy and click on the Puffin Academy Portal. Then, search for ‘Maths-Whizz’ and click ‘Install’.

Maths-Whizz is now installed on your iPad or tablet. Your children can access Maths-Whizz anytime, anywhere they have an internet connection, just by clicking the Puffin Academy Browser.

For the best possible learning experience, we do advise that children use Maths-Whizz on a laptop or desktop computer.

My child isn't reading yet, can they still use Maths-Whizz?

Yes. Maths-Whizz uses clear audio explanations for all lessons from Foundation through to Year 2 level, so reading comprehension isn’t necessary.

How does Maths-Whizz calculate my child’s Usage time?

Maths-Whizz will only count time spent in Tutor Mode and Replay Mode as Usage.

This is to make sure that your child hits their target for time spent learning new material with the Tutor and improving their scores in Replay. The other areas and activities in Maths-Whizz are ideal for extra practice and play outside of tutoring time.

Students need to complete a full lesson for their time to count as Usage; leaving a lesson without completing it means the lesson time won’t count as Usage.

You can easily monitor your child’s Usage in your Parent Dashboard.

How are credits earned?

Your child primarily earns credits for new learning. Completing a new lesson is worth 15 credits and passing the short interactive tests are worth up to 30 credits.

Your child can also earn credits for improvement and revision. Beating their previous score on a lesson in Replay Mode is worth 10 credits.

Credits can be spent in the virtual Whizz Shop within Maths-Whizz; the toys, pets and games have varying prices.

How do I reset my child’s assessment?

Contact us with your request, please include your child’s username. You can email us at customer.success@whizz.com any time or call us on +44 (0) 203 328 6564 during our Customer Success hours (8.30am to 5pm UK time, Monday to Friday excluding Bank Holidays).

Why are the lessons too difficult for my child?

There could be a couple of reasons that the lessons being delivered are too difficult for your child.

  1. Help, other than that from the Tutor, was given to the child during the assessment or within the lessons. It is normal to want to help a child if we think they are struggling, but Maths-Whizz needs to know what the child doesn’t understand just as much as it needs to know what the child does understand – this is the only way the appropriate lessons can be delivered.
  2. The child is distracted and or tired.


Solutions:

  1. Ask your child to explain what the question is asking. Sometimes talking it through helps them understand what is being asked.
  2. Take a break – sometimes a short break is all that is needed. Come back to Maths-Whizz after a short break and/or a snack.
  3. If the lesson is too hard, let your child answer it incorrectly. Encourage them by letting them know it is OK to make a mistake. Maths-Whizz will adapt the curriculum to support their individual learning needs.
Why are the lessons too easy for my child?

The main reason that lessons are too easy is because the child answered too many questions incorrectly or just pressed ‘I don’t know’ during the initial assessment.

Solutions:

  1. Have your child re-take the assessment. Make sure they know that the assessment is used to determine their place in the Tutor. When a child is challenged appropriately, learning is much more enjoyable.
  2. Let your child know that they receive more credits for correctly answering questions on the assessments. This often motivates them to try harder.
  3. Let your child continue working through the lessons delivered. Lesson difficulty is based on how they’re performing. If answers are correct, the difficulty level increases.
How do I skip a lesson?
Log in to your Parent Dashboard and select ‘exercise preview’ next to your child’s name. Scroll down to the bottom and select ‘skip exercise’. We only advise that you skip a lesson if there is a problem with the lesson itself. It is important that your child completes all lessons in their tailored learning journey. Note: You cannot skip a test.

The Whizz Approach to Learning

What is a Maths Age™?

Maths Age is like the better-known ‘Reading Age’; it measures your child’s maths ability against the level we’d expect of an average student of their age.

Maths-Whizz will calculate your child’s overall Maths Age as well as their Maths Age for the different topics of the maths curriculum. Their Maths Age for a topic is called their Topic Age, which you’ll see in your Parent Dashboard.

Is Maths-Whizz aligned to the curriculum?

Yes. Maths-Whizz is fully aligned to the 2014 UK National Curriculum up to the end of Year 6, and 96% aligned up to the end of Year 8.

What is the initial assessment?

The Maths-Whizz initial assessment takes a ‘snapshot’ your child’s current ability level across the key topics in the maths curriculum.

The assessment is interactive and fully adaptive; based on your child’s answers, the Maths-Whizz Tutor will adapt new questions to their level and doesn’t need any extra information to get started.

The assessment usually takes 20-60 minutes; we recommend splitting the assessment into 20-30 minute sessions for your child. (In some cases the assessment may take longer, especially if your child has a high Maths Age).

Once the assessment is complete, the Maths-Whizz Tutor will start providing lessons matched to your child’s unique learning needs and generate the reports for your Parent Dashboard.

Remember: Please do not help your child during the initial assessment.

To set lessons that are right for your child, the Tutor uses the assessment to calculate their true level of ability.

Helping your child may change the results of the assessment, meaning the Tutor won’t be able to set lessons at the right level for your child straight away.

How does Maths-Whizz personalise instruction?

Maths-Whizz personalises learning by selecting the right lessons for your child, and by providing the support your child needs within lessons.

The Maths-Whizz Tutor selects lessons matched to your child’s individual needs. The Tutor will set lessons to target your child’s weaker topics without neglecting their strengths.

Within lessons, Maths-Whizz personalises learning by providing help and support if and when your child needs them. For instance, the Tutor responds to a wrong answer with a confidence-boosting prompt, and will re-explain the lesson concept again if your child continues to struggle.

How does Maths-Whizz assess my child’s needs?

Maths-Whizz uses the initial assessment to calculate your child’s learning needs, then updates this information with continuous assessment during lessons.

With the results of the initial assessment,

Continuous assessment in lessons is low-pressure. The Tutor monitors incorrect answers, time taken on questions and the amount of help and support provided to your child. With this information, the Tutor updates your child’s learning profile as they learn.

What year groups does Maths-Whizz cover?

Maths-Whizz covers maths content from Reception to Year 8, or from age five to age thirteen.

Technical FAQs

What are the minimum system requirements needed to run Maths-Whizz?

Explorer 7.05, Flash: 10.3181.22, Firefox 4.0.1i.

If you’re using a Mac computer and experience issues like a blank screen or freezing, please use Mozilla Firefox instead of Safari.

Software requirements:

Internet Explorer 7 or newer or
Mozilla Firefox 4 or newer;
Flash Player 10 plugin or newer.

Minimum PC Requirements:

Pentium II 400 MHz or AMD K6-2 or 100% equivalent processor
Windows 98, 2000, ME or XP
64Mb RAM
16 bit color (though 32 bit is ideal)
Sound card and speakers (essential for Key Stage1, optional for Key Stage 2 and above)
Recommended minimum screen resolution 1024 x 768 pixels

Minimum MAC Requirements:

G3, G4 Mac 300MHz
Mac OS X version 10.1 with 128Mb RAM or Mac OS 8.6 or 9 with 64Mb RAM
Recommended browser: Mozilla Firefox.

For the best learning experience, we recommend a broadband internet connection when using Maths-Whizz.

Lessons seem to be freezing: what do I do?

To quickly solve the issue, please:


If you do still experience issues after these steps, please submit a query to our Customer Success Team.

The same lesson keeps being delivered, how do I fix this?

You may need to clear your cache (history) if you experience this issue with Maths-Whizz (it’s always good practice to do this regularly).

Account FAQs

How do I change my password?

Log in to your dashboard and select ‘edit my details.’

How do I change my child’s password?

Log in to your dashboard and click on ‘edit child’ then select ‘reset your child’s password,’ where you will be able to enter a new password.

Can I change my child’s username?

No, usernames are generated by our system and cannot be changed.

Where do I log in?

You can log in from www.whizz.com by entering your login details in the upper right hand portion of the site.

What is my username?

Your username is the email address you used to register the product. If you cannot remember please submit a query to our Customer Success Team.

Why is my child’s account inactive?

The most common reason for an inactive account is an expired credit card. Please log into your parent dashboard to enter your new payment information to reactivate the subscription. If your child received their account through their school and the account is now inactive, contact your child’s classroom teacher for information about the school’s license and account allocation.

Billing FAQs

How will I be billed?

Annual and monthly subscriptions both renew automatically at the end of each subscription period. You will receive email reminders before any annual subscription renewals, but not for monthly subscription renewals.

To view or change your payment details, please log in to your Parent Dashboard and click the ‘Payment Details’ link above your child’s subscription details.

How do I update my billing details?
You can log in to your Parent Dashboard and click the ‘update my payment details’ link near your child’s name.
What are my cancellation rights?

Cancellation within fourteen days of purchase: When you first subscribe, you agree that we may make the Maths-Whizz Tutoring Plus service available to you and your child immediately upon payment. This means that your right to cancel the subscription under regulation 29(1) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is lost. We nevertheless agree that you can still cancel your subscription within the first fourteen days of purchase. To find out how to cancel your subscription, please refer to ‘How do I cancel my subscription?’ below. If you choose to cancel your subscription within the first fourteen days and you and/or your child have not used the Maths-Whizz Tutoring Plus subscription within this time period, you will receive a full refund on your initial payment. However, you acknowledge that if you cancel your subscription but you and/or your child have used Maths-Whizz Tutoring Plus within the first fourteen days, we will refund any payment we have received from you only after deducting £10 from such refund and, if your payment was less than £10, there will be no refund at all.

Cancellation after fourteen days of purchase: After the first fourteen days of your subscription period have passed, you do not have any right to cancel your subscription or any part of it until the end of the subscription period. You may, however, notify us of a request to cancel any future payments at any time during your subscription period. To find out how to cancel your subscription, please refer to ‘How do I cancel my subscription?’ below. If you choose to cancel your subscription after the first fourteen days, we will not refund you or credit your account with any amounts you have paid us in advance that relate to any remaining period of the subscription, including any amounts paid or due to be paid immediately prior to our receiving notice of your subscription cancellation.

Changing your subscription from monthly to annual: You may change a subscription from a monthly to an annual subscription at any time through your Parent Dashboard. If you choose to do so, the applicable terms and conditions will apply for your new subscription.

How do I cancel my subscription?

You can cancel your Maths-Whizz subscription at any time. A cancellation request will terminate any future renewals, meaning that you will continue to have access to Maths-Whizz until the end of your current subscription period. To avoid unwanted charges for the next subscription period, please ensure that your cancellation request is received at least 24 hours (and preferably 48 hours) before the next payment is due.

In order to cancel, please specify your child’s username and the email address associated with the account, along with a clear statement that you wish to cancel all future payments for this subscription. Please also provide a cancellation reason where possible.

You can let us know you want to cancel in any of the following ways:

  • Submit the Cancellation Request Form within the ‘Edit my Details’ section of your Parent Dashboard
  • Submit the Cancellation Form via the website
  • Call +44 (0) 203 328 6564
  • Email customer.success@whizz.com


Please note that the Customer Success hours are 8.30am to 5pm (UK time), Monday to Friday (excluding Bank Holidays).

What is the Maths-Whizz Money-Back Guarantee?

We strive to ensure that you have the best possible experience with Maths-Whizz. That’s why you are covered by the following guarantee if you meet all of the following conditions.

If all of the following conditions are satisfied, namely:

  1. your Subscription to Maths-Whizz Tutoring Plus begins or has begun on or after 1st June, 2007; and
  2. a period of 1 year has elapsed since you paid an annual Subscription or, if you are initially a monthly Subscriber, since you paid the first monthly Subscription; and
  3. for an initial monthly Subscriber, either 12 monthly payments for Maths-Whizz Tutoring Plus have been made or a lesser number of monthly payments for Maths-Whizz Tutoring Plus plus an annual Subscription for Maths-Whizz Tutoring Plus (if you decide to convert your monthly Subscription to an annual) ; and
  4. the usage report about your Student shows that he or she has spent at least 78 hours in Tutor Mode on Maths-Whizz Tutoring Plus exercises within the one year period since the Subscription began (equivalent to 90 minutes per week); and
  5. having completed the initial Maths-Whizz Tutoring Plus assessment without assistance, your Student’s average maths age has not improved by 1 year or more from the average maths age at his/her initial Maths-Whizz Tutoring Plus assessment as recorded in your student’s progress Report; and
  6. you contact us by email to request your money back,


then we will refund the whole of the Subscription(s) you have paid for the period of 1 year in respect of the Student who has improved by less than 1 year (pro rating any annual Subscription paid in conversion of a monthly Subscription within the 1 year period so that the amount of it refunded corresponds to the number of months which have elapsed between payment of the annual Subscription and the end of the 1 year period).