How to Say You Do Not Understand in a Software Onboarding Conversation

When you are new to a software platform and someone explains a feature, a workflow, or a technical term, the most direct way to handle confusion is to say clearly that you do not understand. In a software onboarding conversation, saying “I do not understand” is not a sign of weakness; it is a necessary step to get the correct information. This guide gives you the exact phrases, tone adjustments, and context tips to express confusion politely and effectively during onboarding.

Quick Answer: The Best Phrases to Use

If you need to say you do not understand right now, use one of these three phrases depending on the situation:

• Formal (email or written chat): “I am afraid I do not follow this part. Could you clarify the step about setting up the API key?”
• Neutral (video call or in-person): “I am not sure I understand that point. Can we go over it once more?”
• Informal (quick chat with a colleague): “Sorry, I lost you there. Can you say that again?”

Each of these phrases is direct, polite, and appropriate for a software onboarding context.

Understanding the Context: Formal vs. Informal

Software onboarding conversations happen in different settings. The tone you choose depends on who you are talking to and the medium you are using.

Formal Situations

Use formal language when you are speaking to a senior manager, a client, or in a written email. Formal phrases show respect and professionalism. For example:

• “I apologize, but I do not fully grasp the concept of role-based permissions. Could you provide an example?”
• “I am having difficulty understanding the deployment process. Would you mind explaining it again?”

These phrases are safe for email or official chat channels. They do not sound rude or impatient.

Informal Situations

When you are talking to a teammate or a peer in a casual chat, you can use shorter, more direct phrases. For example:

• “Wait, I did not get that. Can you run it by me one more time?”
• “Hang on, I am confused about the dashboard layout. What does that button do?”

Informal language builds rapport and speeds up the conversation. Just be careful not to use it with someone who expects a more formal tone.

Comparison Table: Phrases for Different Situations

Natural Examples in Software Onboarding

Here are realistic dialogues that show how to use these phrases naturally.

Example 1: Video Call with a Trainer

Trainer: “Now, you need to map the user fields to the database columns. Click on the ‘Map Fields’ button and select the corresponding columns.”
You: “I am not sure I understand that point. Which columns should I select? Could you show me an example on your screen?”
Trainer: “Of course. Let me share my screen and walk you through it.”

Example 2: Email to Support

Subject: Clarification on user role setup
Body: “Dear Support Team, I am reviewing the onboarding guide for the project management module. I do not understand the difference between ‘Editor’ and ‘Contributor’ roles. Could you please explain the permissions for each? Thank you.”

Example 3: Quick Chat with a Colleague

Colleague: “Just push the branch to staging and then run the migration script.”
You: “Sorry, I lost you there. Which branch am I pushing? And what migration script?”
Colleague: “The feature branch you just created. The migration script is in the root folder.”

Common Mistakes and How to Avoid Them

English learners often make these mistakes when saying they do not understand. Avoid them to sound more natural and professional.

Mistake 1: Saying “I don’t understand” too bluntly

While “I don’t understand” is correct, it can sound abrupt in a formal setting. Instead, soften it with a polite opener.

• Wrong: “I don’t understand this.”
• Better: “I am sorry, but I do not understand this part. Could you explain it differently?”

Mistake 2: Using “I am not understanding” incorrectly

The continuous form “I am not understanding” is rarely used in standard English. Stick to the simple present.

• Wrong: “I am not understanding the workflow.”
• Better: “I do not understand the workflow.”

Mistake 3: Staying silent

Many learners stay quiet because they are afraid to admit confusion. This leads to bigger problems later. It is always better to ask.

• Wrong: Nodding and pretending to understand.
• Better: “I want to make sure I get this right. Could you repeat the last step?”

Better Alternatives for Common Phrases

Sometimes the phrase you want to use is not the most effective. Here are better alternatives for common situations.

Instead of “I don’t get it”

Use: “I am not following that point. Can you elaborate?”
When to use it: In a meeting or a training session where you need more detail.

Instead of “What?”

Use: “I am sorry, I did not hear you clearly. Could you repeat that?”
When to use it: When you missed the audio, not the concept.

Instead of “I am confused”

Use: “I need clarification on the next step.”
When to use it: When you want to sound proactive rather than lost.

Mini Practice Section

Test yourself with these four scenarios. Write your own response, then check the suggested answer.

Question 1

Your trainer says: “You need to configure the webhook URL in the settings panel.” You do not know where the settings panel is. What do you say?

Suggested answer: “I am not sure where the settings panel is. Could you point me to it?”

Question 2

You receive an email with instructions about data migration. The third step is unclear. How do you reply?

Suggested answer: “Thank you for the instructions. I do not understand step three about data mapping. Could you provide an example?”

Question 3

A colleague says: “Just run the cron job after you update the config file.” You do not know what a cron job is. What do you say in a quick chat?

Suggested answer: “Sorry, I am not familiar with cron jobs. Can you explain what they do?”

Question 4

You are on a video call and the trainer speaks too fast. You missed the last two sentences. What do you say?

Suggested answer: “I am sorry, could you slow down a little? I missed the last part about the API endpoint.”

Frequently Asked Questions

1. Is it rude to say “I do not understand” in a professional setting?

No, it is not rude. In fact, it shows that you are paying attention and want to learn correctly. The key is to use a polite tone and offer a reason for your request, such as “I want to make sure I do this right.”

2. What if I still do not understand after asking once?

It is fine to ask again. You can say: “I appreciate your explanation, but I am still not clear. Could you try a different approach?” This shows you are engaged, not ignoring the help.

3. Should I use “I do not understand” in an email?

Yes, but phrase it as a polite request. For example: “I do not understand the process for resetting passwords. Could you provide a step-by-step guide?” This is clear and professional.

4. How can I avoid sounding like I am complaining?

Focus on the solution, not the problem. Instead of saying “This is too hard,” say “I need a bit more help with this part.” The tone stays positive and cooperative.

Final Tips for Software Onboarding Conversations

When you are learning a new software system, confusion is normal. The best approach is to speak up early and clearly. Use the phrases in this guide to ask for clarification without embarrassment. Practice them in low-stakes situations, such as with a colleague or in a practice chat, so they feel natural when you need them. For more help with starting conversations, see our Software Onboarding Conversation Starters. If you need to make polite requests, visit Software Onboarding Conversation Polite Requests. For more problem explanations like this one, check Software Onboarding Conversation Problem Explanations. And to practice your replies, go to Software Onboarding Conversation Practice Replies.