I search for tutors, but can’t see their information or book sessions.
In order to view details and book sessions, you will need to be a registered Learner and logged in. If you are not a registered user, kindly register here.
I am logged in and I search for tutors, but get no matching results.
We recommend you start with a more general search and apply the most important filter first. This should already narrow down the search results to help you select the right tutor.
I found a tutor, but the time I want is not available.
This could mean the selected time is already booked by another Learner or the Tutor is not working at that time.
I booked the tutor, but the status shows as Pending Confirmation.
You’re almost there. This means the tutor has been notified of your request and should be confirming your request soon. We also closely track the Pending Confirmation sessions and auto generate a reminder for the Tutor.
My session starts in 24 hours, and I still have no confirmation.
Kindly email us session ID as the subject and Pending Confirmation as the body. We will get back to you shortly with either a confirmation or the option to cancel the booking and find another tutor.
I got a notification that my session is confirmed, what do I do now?
In your appointments tab in your profile, find the session and click the Pay button to pay for the booking.
My payment is rejected. What should I do?
There could be an issue with the card you are using. If you are sure the card is working fine, kindly email us and we will provide you an alternative way to pay.
My session started, but the Tutor didn’t show up.
We’re very sorry to hear that. Kindly contact us and will instantly offer you an alternative tutor or refund you the session fees.
My online session started, but I can’t join the video conference.
This means the Tutor has not started the session. Don’t worry, this is tracked by our system, and if we see the Tutor hasn’t joined, we will cancel the session and offer you an alternative or a full refund.
How do I cancel my session?
Go to the Appointments tab, and click cancel. If your session is within 24 hours, we will charge you 50% of the session fee, otherwise, you will get a full refund.
