CLASSOVIA · HELP CENTER
The help you need, in one place.
From your first booking to your child’s progress. Find an answer or choose how to contact us.
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Contact the right team
General enquiries & partnerships
Questions about our services, curricula and working with Classovia.
info@classovia.comStudent & parent support
Bookings, lessons, technical issues, payments and refund requests.
support@classovia.comTutor applications
Send your CV, subjects, curricula and the school years you teach.
hr@classovia.comPayments, cancellations & refunds
A payment missing, a lesson that did not take place, or a refund to follow up? Start with the booking or package in your account, then share these details if you need help.
- Booking or package reference, student name and lesson date.
- Reason for the request, what happened, and payment amount, currency and date if relevant.
- Transaction reference or a receipt with sensitive details hidden, and any useful error message.
Refund requests are reviewed under the transaction terms. Opening a request does not mean approval or automatic repayment. Do not send passwords, card numbers or verification codes.
Frequently asked questions
15 questions
How do I get started and add my children?
Create a parent account, add each child as a separate student, and select their curriculum and school year. Use the tutor directory to find a subject and tutor.
Can two children attend separate lessons on two devices?
A parent account can be used on multiple devices. Open each child’s own booking on their device and make sure they join separate lesson links. Check camera, microphone and connection before class.
What if I forget my password?
Use Forgot password on the login page and follow the email instructions. Check your spam folder. Never send your password to support.
How do I choose a suitable tutor?
Review subjects, curricula, school years, teaching language, experience and availability. Share the student’s goals and current level before class.
What if camera or microphone does not work?
Allow camera and microphone access in your browser and close other apps using them. Try refreshing and a stable connection. If the problem continues, send support the booking reference and a description.
Can I send an image or a message during class?
Use the lesson-room conversation to send messages and educational images. It stays linked to the booking and authorised administrators may review it for support and quality under the privacy policy.
How can I enlarge screen sharing?
Use the full-screen control in the lesson room. Press Escape on a computer or the exit control to return. Availability can vary by browser and device.
Where can I find homework and lesson reports?
Open Homework or student progress in the parent dashboard. Information appears after the tutor saves it. If a report is missing, include the booking reference when contacting support.
How do I pay for a lesson or package?
Open the payment page from your booking or package and review the amount, currency and payment instructions before confirming. Never send card details or verification codes in a conversation.
I paid but the status did not change. What should I send?
Send the booking or package reference, payment date, amount, currency and transaction reference if available. Attach a receipt with sensitive details hidden. Ask support to check the first payment before paying again.
What reasons can I submit for a refund review?
Examples include duplicate payment, cancellation of a paid booking, tutor absence, a technical issue preventing the lesson, or a package-credit issue. These are reasons for review, not guaranteed refunds; each case is assessed against its records and transaction terms.
How do I request a refund or cancellation?
Open the booking or package in your account and use the available action. Cancelling a paid booking creates a refund request for review. If no action is available, open support chat and send the reference, reason and details. Submitting a request does not mean approval or repayment.
When will I receive a refund and how do I follow up?
Follow the request status in your account or support conversation. Timing depends on the review and payment method; a fixed date cannot be promised before checking. Confirm the amount, currency and repayment method with support when approved.
How do I apply as a tutor?
Create a tutor account and complete your profile, subjects, curricula, school years and availability. Submit identity, qualification and experience documents through the secure verification page. For application enquiries, send your CV to hr@classovia.com.
How can tutors report an issue or track earnings?
Review Lessons and Finance in the tutor dashboard and use the available request actions. For booking, report or earnings issues, send the lesson reference and description to support@classovia.com or support chat.
Still need help?
Choose platform chat, email or WhatsApp. Response time depends on team availability and the request.
Contact support