How to Say You Do Not Understand in a Software Onboarding Message
When you are new to a software tool and receive an onboarding message, it is completely normal to feel confused. The direct answer to the title is this: you can say you do not understand by using clear, polite phrases that focus on the specific part of the message or instruction that is unclear. Instead of saying “I don’t get it,” which can sound vague or frustrated, you can say “I am not sure I follow this step” or “Could you clarify what this term means?” This guide will give you the exact words, tone notes, and examples you need for software onboarding situations.
Quick Answer: What to Say When You Are Confused
If you need to say you do not understand in a software onboarding message, use one of these direct phrases:
- “I am not sure I understand this part.”
- “Could you explain this step again?”
- “I am having trouble with this instruction.”
- “Can you clarify what this means?”
These phrases work in emails, chat messages, and during live onboarding sessions. They are polite, clear, and show that you are trying to learn.
Understanding the Context: Formal vs. Informal
Software onboarding messages can be sent through different channels. The way you say you do not understand depends on the context. Here is a breakdown of formal and informal situations.
Formal Context (Email or Official Support Ticket)
In a formal onboarding email, you should use complete sentences and polite language. The goal is to show respect for the person helping you while clearly stating your confusion.
Example:
“Thank you for the onboarding guide. I have reviewed the instructions for setting up the dashboard, but I am not sure I understand the part about connecting the data source. Could you please clarify this step?”
Tone note: This is respectful and specific. It shows you have tried to understand but need help with one part.
Informal Context (Chat or Instant Message)
In a chat message, you can be more direct but still polite. Short phrases are acceptable.
Example:
“Hey, I am a bit confused about step 3. Can you explain it again?”
Tone note: This is friendly and casual. It works well in team chat apps like Slack or Microsoft Teams.
Comparison Table: Different Ways to Say You Do Not Understand
| Phrase | Context | Formality Level | Best Used When |
|---|---|---|---|
| “I am not sure I follow.” | Email or chat | Polite, neutral | You need a general clarification. |
| “Could you clarify this part?” | Formal | You need a specific point explained. | |
| “I am having trouble with this.” | Chat or email | Neutral | You are stuck on a task. |
| “Can you explain this again?” | Chat | Informal | You need a quick repeat of instructions. |
| “I do not understand this term.” | Email or chat | Direct, polite | You are confused by specific vocabulary. |
Natural Examples for Software Onboarding
Here are realistic examples you can adapt for your own messages. Each example is written for a different situation.
Example 1: Confused About a Feature
Situation: You received an onboarding email about a new reporting feature.
Your message:
“Hi, I read the instructions for the reporting feature. I am not sure I understand how to filter the data by date range. Could you show me an example?”
Example 2: Unclear Instruction in a Chat
Situation: Your onboarding buddy sent a message about setting up notifications.
Your message:
“Thanks for the info. I am a little confused about the notification settings. Can you tell me which option I should choose for email alerts?”
Example 3: Technical Term You Do Not Know
Situation: The onboarding guide uses a term you have never heard before.
Your message:
“Hello, I am reading the onboarding document and I see the term ‘API endpoint.’ I do not understand what this means in this context. Could you explain it?”
Example 4: Need a Step Repeated
Situation: You missed a step during a live onboarding session.
Your message:
“Sorry, I missed the last step. Can you explain how to save the configuration again?”
Common Mistakes When Saying You Do Not Understand
English learners often make these mistakes. Avoid them to sound more natural and professional.
Mistake 1: Being Too Vague
Wrong: “I don’t understand.”
Why it is a problem: This does not tell the other person what you need help with. It can sound like you are giving up.
Better alternative: “I do not understand the part about user permissions.”
Mistake 2: Using Negative or Frustrated Language
Wrong: “This is so confusing. I can’t figure it out.”
Why it is a problem: This sounds frustrated and unprofessional. It may make the helper feel defensive.
Better alternative: “I am finding this step a bit challenging. Can you help me?”
Mistake 3: Apologizing Too Much
Wrong: “I am so sorry to bother you, but I am really sorry, I just don’t get it.”
Why it is a problem: Too many apologies make you sound unsure of yourself. It is okay to ask for help.
Better alternative: “Thank you for your help. I need clarification on one point.”
Mistake 4: Using Slang That Is Too Casual
Wrong: “I’m lost. What’s up with this?”
Why it is a problem: This is too informal for most onboarding messages, especially in email.
Better alternative: “I am not following this part. Can you explain it?”
Better Alternatives for Common Phrases
Here are some phrases you might be tempted to use, along with better alternatives that are clearer and more polite.
| Instead of saying… | Say this | When to use it |
|---|---|---|
| “I don’t get it.” | “I am not sure I understand.” | In any context where you need a general clarification. |
| “This is hard.” | “I am finding this step difficult.” | When you want to be honest but polite. |
| “What does this mean?” | “Could you explain what this term means?” | When you need a definition or example. |
| “I’m confused.” | “I am a bit confused about this part.” | When you want to be direct but soft. |
Mini Practice Section
Test yourself with these four questions. Write your own answer, then check the suggested response.
Question 1
You receive an onboarding email that says: “Please configure the integration by entering your API key in the settings panel.” You do not know where the settings panel is. What do you write?
Suggested answer: “Thank you for the instructions. I am not sure where the settings panel is located. Could you point me to it?”
Question 2
In a chat message, your colleague says: “Make sure to toggle the sync option before you import.” You do not understand what “toggle” means. What do you say?
Suggested answer: “Sorry, can you explain what ‘toggle’ means in this step?”
Question 3
You are in a live onboarding video call. The trainer just showed a series of steps, but you missed the last two. What do you say?
Suggested answer: “Could you repeat the last two steps? I missed them.”
Question 4
You are reading a guide about user roles. It says “Admin users have full access.” You are not sure what “full access” includes. What do you write in an email?
Suggested answer: “I see that admin users have full access. Could you clarify what actions are included in full access?”
Frequently Asked Questions (FAQ)
1. Is it okay to say “I don’t understand” in a professional email?
Yes, but it is better to be specific. Instead of just saying “I don’t understand,” add what you do not understand. For example: “I don’t understand the part about user permissions.” This helps the other person give you the right answer.
2. How can I ask for help without sounding rude?
Use polite phrases like “Could you please” or “Would you mind.” Also, thank the person for their help. For example: “Could you please explain this step? Thank you for your help.”
3. What if I still do not understand after the explanation?
It is fine to ask again. You can say: “Thank you for explaining. I am still a little unclear about one part. Can you show me an example?” This shows you are trying and appreciate the help.
4. Should I use emojis in a chat message when I am confused?
In a casual chat, a simple emoji like a thinking face or a confused face can be okay. But in a formal email, avoid emojis. When in doubt, use words instead of emojis to be clear.
Final Tips for English Learners
When you need to say you do not understand in a software onboarding message, remember these three points:
- Be specific. Tell the person exactly what part confuses you.
- Be polite. Use “please” and “thank you” to keep the conversation positive.
- Be honest. It is better to ask for help than to guess and make a mistake.
For more help with the right way to start a message, visit our Software Onboarding Message Starters section. If you need to make polite requests, check out Software Onboarding Message Polite Requests. You can also practice your replies in the Software Onboarding Message Practice Replies area. For any questions about this guide, see our FAQ page or read our Editorial Policy.