When you have your first regular lesson with a new student, please briefly explain the platform to the students/parents:

How does the platform introduction work?

• You use the first 5-10 minutes of the lesson and ask the student to share their screen with you.
• The student should log in to the Dashboard with their mobile phone number and enter the PIN code
• The student should fill in their name in the profile (top right)! If the student name is not entered in the profile, they will only by displayed as “student” in your tutor view.
• Show them that they can find their booked lessons under “My tutoring” and always enter their lesson via "Start Lesson".
• You can show them how to use the clock button to make a reschedule request, which the tutor must accept so that the lesson can be moved.

It is communicated to the new customers that they will get this introduction from you. Please save yourselves time & stress and explain the platform to the students properly.

You can book lessons with your students directly from the GoStudent Dashboard.
You have two options for doing this:
1. Go to the “My Students” section and book a lesson via a specific student’s profile.
2. Go to the “Lesson Overview > Past” section and book the next lesson with a student via the profile of a completed lesson.
You can also book recurring lessons with your students.
We strongly recommend doing this to ensure continuity in your schedules and consistency in your students’ learning progress. Furthermore, this helps prevent the student’s credits from expiring at the end of the billing cycle without being used.

Lessons that have already been booked can be rescheduled by either you or your students.
If you’re doing it yourself:
• You can reschedule a lesson up to 1 minute before the scheduled start time.
• Find the lesson and click on the three dots in the top right-hand corner, then select “Reschedule”.
• Select the new date and time:

The student will be notified of the new date and time via both an in-app notification and an email.
• If you receive a rescheduling request from a student, please remember that you always have the right to decline. However, we recommend that you only decline if the request is made at short notice.
If the student initiates the request:
• Students/parents can submit a rescheduling request no later than one hour before the scheduled start time of the lesson.
• You will be notified via a push notification in the app.
• You can choose to accept or decline the request. Please note that you always have the right to decline, but we recommend that you only do so if the request is made at short notice.
 

In exceptional circumstances, tutors may cancel a lesson that has already been booked. This feature is not available to students.
It is important to exercise great care when deciding to cancel a lesson, as this may negatively impact the students’ experience.

How to cancel a lesson
1. Go to the “Lesson Overview” section of your Dashboard;
2. Click on the three dots in the top right-hand corner and select “Cancel”;
3. Enter a reason for the cancellation. The student will be informed of the reason in the notification they receive.
4. A message will appear reminding you that the credit for the lesson will be forfeited if a new booking is not made by the end of the billing cycle.
 

Yes, absolutely! Otherwise, the second lesson cannot be credited.

As a rule, it is a good idea to take a short break during a double lesson in order to maintain concentration. Use this time to log into the following lesson.

Minor delay

If you start within 9 minutes before or 29 minutes after the original start time, you can simply use the original lesson link to access the virtual classroom. 30 minutes after the original start time, a lesson can no longer be started and a new booking is required. Please avoid situations like this and make sure to reschedule the lesson on time, otherwise the lesson will be forfeited!

Major delay

If you know in advance that you will be more than 30 minutes late, please agree on a new time and date for the lesson with the student or parent. You can reschedule lessons up to 1 minute before their start by clicking on the three dots on the lesson card in Lesson Overview.

Inform the student immediately in the GoChat group and suggest an alternative date. Be sure to make up for the lesson at the earliest possible date.

• Reschedule the lesson by clicking on the 3 dots in the lesson card in lesson overview up to 1 minute before the lesson and select the date and time you have agreed upon with the student and they will receive a notification of the rescheduling. 
• Whilst it is possible to cancel lessons in your tutor Dashboard we always encourage you to first try to reschedule. 
  When cancellation is necessary go to the Dashboard and to the lesson card > expand the list menu in the top-right corner of the lesson card > Click ‘cancel lesson’. You can only cancel in the hour leading up to the lesson. At any other times, please contact your student and reschedule instead.
  Fill in the reason for the cancellation - this will be communicated to the student directly in their cancellation confirmation
  Important note - the lesson credit will be lost if not rebooked before the student’s next billing date.
• Our support team will not be able to make any changes to the lesson after the lesson start time, unless there is a valid reason to do so.

We advise to arrange the follow up lesson right away to ensure a smooth learning journey! You are able to book a lesson in 3 different ways:
 

1. Lesson Overview

1. Go to your Dashboard > Lesson Overview > Previous
2. Click on “Next lesson” and select a time and date

 

 

2. My Students

1. Go to your Dashboard > My students
2. Click on “Add booking”

 

 

3. Studyplan

1. Go to your Dashboard > My students
2. Click on the 3 dots in the top right corner of the respective student > go to study plan
3. Click on a slot
   1. Category: Tutoring lesson
   2. Choose subject, time and date

 

 

 

You can now book recurring lessons for your students.

• We recommend doing so to ensure consistency in your schedule and continuity in your students’ learning progress.
• This also helps prevent lessons from expiring at the end of the billing cycle.
• Please note that you can only book lessons if your student still has available credits.
  
  Students can also book lessons with you based on your availability in the calendar. When booking recurring lessons, the first slot will be based on your availability – subsequent recurring classes are booked regardless of your availability, but they can be rescheduled by following our rescheduling guidelines.
•  rescheduling guidelines.
   

Trial lessons

You will receive a push notification in the GoStudent App. Please make sure to have push notifications enabled. You also find the trial lesson booking including information about the student and the name of the education advisor in your Dashboard lesson overview. Once the trial session is booked, a GoChat conversation with the account manager will open where additional information will be shared. 

Regular lessons

The first regular lesson should be booked by the tutor after the trial session has been successfully completed.

Similarly, for ALL other regular lessons that follow, you are responsible for creating the bookings yourself. You will be able to see the bookings in your Dashboard > lesson overview.

To make sure you don't miss lessons, there is an additional push reminder 15 minutes before each lesson starts.

There are a few scenarios that might cause this:

a) You have been super productive and have used up all your student's lesson credits!

This means that the student has used up all the lesson credits in the package they have purchased within their current billing cycle. You mustn't hold any lessons that cannot be booked into the system. Please wait for the lesson credits to be topped up either monthly or by the student purchasing a new package.

b) Your student’s account is blocked

This is likely due to an issue with the customer’s payment or account login. GoStudent will email the customer if there is a payment issue, and they will need to solve this directly with GoStudent. If there is an account login issue, the parent/student should be reminded to use their login phone number, and that they can reset their PIN on the login page. For anything else, the customer should get in touch with us directly so we can get their lessons back underway! 

When you receive a booking, there are essentially two scenarios depending on the type of lesson.
Trial lesson: you have been selected based on the availability you have entered in your calendar to conduct a trial lesson with a potential new student. First, a chat will be created in GoChat with the relevant Education Advisor. If the student decides to enrol on a course with GoStudent, they will then be connected to your profile. From that point on, you can immediately use GoChat to communicate directly with the student and agree on the date and time of your first regular lesson.
Regular lesson: you may acquire a new regular student who has independently searched for a new Tutor via the Student <> Tutor Matching feature. In that case, the student is automatically connected to your profile and can contact you immediately via GoChat. 
• Students can also book lessons with you based on the availability you have set in your calendar. 
• When regular students book recurring lessons, the first slot is based on your availability, whilst subsequent recurring lessons are booked regardless of your availability, but can be rescheduled by following our rescheduling guidelines.

Students/parents can request to reschedule up to one hour before the lesson. You will be notified via push notification, and you can choose to accept or reject the request. Tutors must get in touch with the student as soon as possible when a rescheduling request is made. 

Yes, you always have the right to reject a customer’s request for rescheduling, although we recommend that you only do this if the request is at short notice. 

An exceptional circumstance is considered to be an event out of your or your student's control and the lesson could not be reasonably rescheduled or cancelled, e.g., accident or injury, sickness, unavoidable family circumstances or school or unplanned university commitments

• We track what happens during lessons to calculate tutor payouts as well as student and tutor attendance. Making changes to the lesson after the start time creates significant complexity to these calculations, as well as confusion for both tutors and students. 
   
• GoStudent already offers generous flexibility with regard to lesson management compared to our competitors, so late notice changes for invalid reasons are prohibited. 
   

We spent a lot of time analyzing the market and what our customers and tutors want and need from top-quality tutoring. One of the highest-ranked wishes from our students, parents and tutors is flexibility when it comes to 1-1 tutoring and lesson management. 

It is important that tutors are protected when it comes to lesson management, as many hours and a lot of work go into preparing lessons. We also need to give our tutors predictable earnings potential to secure the services of top-quality tutors.

Yes, we have now provided our customers with the ability to schedule their lessons with you based on your previous lessons and set availability.

Update Availability Regularly: Existing students on the platform can connect with a new tutor via the student > tutor matching search (where a replacement tutor may be required or a different subject tutor). With this in mind update your availability to prevent overbooking and ensure you have enough time for your existing students. 

2 things to keep in mind:

Student Self-Booking: Your existing students can now easily book lessons themselves based on your available slots! This promotes independence, ensures a smoother learning process, and helps keep your calendar filled.

Recurring Lessons: Your students can now request recurring lessons. While the first lesson is booked based on your availability, please review the recurring slots. If any don't work for you, kindly reschedule as soon as possible and discuss the changes with the student via GoChat.

You can find the link to access a lesson by clicking on the ‘Session details’ button next to each booked session, under the ‘Lesson overview > Upcoming’ section, or in your Google Calendar, if it is synchronised with the GoStudent Calendar.
Please note: the link to access the lesson is personal and differs between tutors and students.
We would like to remind you that, in order for a session to be recorded correctly, both you and the student must access the lesson via your own Dashboard by clicking on the ‘Start session’ button.
If the steps outlined above are not followed, the virtual room may not start correctly, which could affect your earnings.

We record audio from both participants via the GoClass app. It is securely encrypted and sent directly to our AWS cloud server.
The audio files and transcripts are stored in AWS S3 buckets (Ireland) and are accessible only to GoStudent and its portfolio companies. We then use advanced AI models from OpenAI to extract insights and generate the lesson summary, which is securely stored in our GoClass database.

From time to time, you may fill out feedback and mistakenly misrepresent the outcome of the lesson - either indicating that a student did attend when they didn't or the other way round. In this case, please request an earning adjustment, including correct evidence via your Dashboard. This can be done 3 hours after the start of the lesson until the 3rd of the following month.

You need to provide proof of the circumstances of the lesson: This can either be a screenshot of the GoClassroom, including participants, or a screenshot of a GoChat conversation that confirms definitively that the lesson transpired as described. We will not be able to accept any request that does not include complete evidence!

Ideal evidence for earnings adjustments

During lesson

GoClass screenshot showing participants, date & time

 

 

After lesson

GoChat screenshot confirming date & time

 

 

 

 

If you get sick or go on holiday and your student wants to continue the tutoring lessons in your absence, please inform your students in good time of the dates that you will not be available as their tutor.

Encourage them to find a replacement tutor via their Dashboard, Student > Tutor matching can easily be done independently. On their Dashboard advise them to click ‘Book tutoring’ then ‘Request new tutor’ .

Further information can be found in this short guide.
Once they have found a new tutor, students can specify that they want an additional tutor, rather than a replacement, for the same subject.
The student’s profile will remain linked to yours and will also be linked to that of the new tutor. This way, once you return from your period of absence, you can easily resume lessons with your student.

Please make sure that you never take on more students than you can care for in the long term. If you wish to stay with GoStudent but are unable to continue lessons with one of your students, you will need to direct your student to the student >  tutor matching flow, please proceed as follows:

In this case , e.g. if you are ill, please reschedule your lesson for an alternative date/time or follow the steps for a temporary change of tutor.