We want everybody who connects for live, one-to-one support to get the help you need without having to wait in lengthy queues, so in order to do that we have a 'Fair Use' policy.
The policy allows you to work through your question with a subject specialist until you've understood the concept, but if the session goes past your 'Fair Use Limit', the specialist may ask you to end this session and rejoin the queue to ask a new question.
For most students, the Fair Use limit is 20 minutes, however this can vary depending on where you study. It is shown on your account home page underneath the 'Connect live' button, as follows:
If you get the help you need with your question, and you'd like to ask another question before the 20 minute mark, you may. However, if 20 minutes has passed and you'd like to ask a secondary question, you will be asked to reconnect to another specialist, so that the next student waiting in line can get the help they need.