Issues with Students

I was matched with Student, but the student is not answering to any of my messages. What should I do?

If you do not receive any reply from your student after 15 minutes, we advise you to politely explain to your student the current situation from the conversation and end the session.

*It is important that the student receives the answer, solution, or guidance needed for his/her question. Do make sure that a solution is provided in the session before you end the session.

What do I do if a student asks for my personal contact?

Communicating through Snapask helps ensure that you're protected under our Terms of Service, Privacy Policy and other safeguards. It also makes it easy to find and reference any session details, when needed. We can’t provide full support if your session was not conducted directly through Snapask.

A student is asking multiple questions in one session. What should I do?

We encourage our students to raise only one question for each session.

If the student asks more than one question per session or is asking questions not related to the original question, we advise you to kindly send our system message to continue their further questions by starting a new session. 

What can I do if I see a question being asked in the incorrect subject?

If you see a question being asked in the incorrect subject that you cannot answer, please disregard it instead of picking up. 

If the same issue keeps happening, please contact us.

If I answer more than one questions for a student, can she/he give me extra blank sessions as compensation for my time? 

No. 

In order to ensure each tutor has the same opportunity to offer tutorial to our students, it is not allowed for tutors to accept blank sessions from the students. This situation will be seen as a fraudulent case and related measures will be taken after the investigation.