Contact Support

Need help? We're here for you. Here's how to reach the iTutor support team.

Support Email

support@myitutor.com

This is your primary contact for all support needs.

When to Contact Support

Reach out if you need help with:

Account Issues

• Login problems
• Password reset
• Profile settings
• Account verification

Technical Problems

• Video provider connection issues
• Can't join sessions
• Upload errors
• Platform bugs or glitches

Payment & Payout Issues

• Missing payouts
• Payment information problems
• Payout calculation questions
• Bank transfer issues

Verification Questions

• Verification submission help
• Understanding rejection reasons
• Document requirements
• Timeline concerns

Booking & Session Help

• Booking request problems
• Session cancellation assistance
• No-show disputes
• Scheduling conflicts

Policy Questions

• Understanding terms and conditions
• Commission structure clarification
• No-show policy
• General platform rules

Safety & Security

• Reporting inappropriate behavior
• Suspicious activity
• Privacy concerns
• Account security issues

What to Include in Your Email

Help us help you faster by providing:

Essential Information

• Your username - So we can find your account
• Specific issue - Describe the problem clearly
• When it happened - Date and time if relevant
• What you tried - Steps you've already taken
• Screenshots - If applicable (helpful for technical issues)

Example Email Format

Subject: [Issue Type] - [Brief Description]

Hi iTutor Support,

Username: [your_username]

I'm experiencing [describe issue].

This started on [date/time].

Here's what happened:
[Detailed description]

I've already tried:
- [Step 1]
- [Step 2]

[Attach screenshots if relevant]

Thank you for your help!

[Your name]

Response Time

We aim to respond:

• Urgent issues (can't teach, payment problems): Within 24 hours
• General questions: Within 1-2 business days
• Complex issues: May take longer, but we'll acknowledge receipt

Urgent Issues

If your issue prevents you from teaching or is time-sensitive:

• Mark email as "URGENT" in subject line
• Explain why it's urgent
• We'll prioritize your request

Before Contacting Support

Try these first to potentially resolve your issue faster:

Check Help Centre

• Browse iTutor Help Centre articles
• Search for your specific issue
• Follow troubleshooting guides

Review Account Settings

• Double-check your settings
• Verify information is correct
• Try refreshing the page

Basic Troubleshooting

• Clear browser cache and cookies
• Try a different browser
• Restart your device
• Check your internet connection

Check for Announcements

• Look for platform notifications
• Check your email for updates
• Visit the help centre for known issues

What to Expect

When you contact support:

1. Confirmation Email - You'll receive an automated confirmation
2. Investigation - Our team reviews your issue
3. Response - We'll email you with next steps or solutions
4. Follow-up - We may ask for more information
5. Resolution - We work with you until resolved

Tips for Faster Resolution

✅ Be specific - Vague descriptions take longer to diagnose ✅ Include details - More information = faster solution ✅ Be patient - Complex issues need thorough investigation ✅ Respond promptly - When we ask for more info, reply quickly ✅ Stay professional - Respectful communication helps everyone

Alternative Support Resources

Help Centre

• Comprehensive articles
• Step-by-step guides
• FAQs and troubleshooting

Platform Notifications

• Check your dashboard for updates
• System messages may address your issue
• Announcements about known problems

Feedback and Suggestions

We welcome feedback! If you have:

• Feature requests
• Platform improvement ideas
• Positive feedback
• General suggestions

Email them to: support@myitutor.com

Your input helps us improve iTutor for everyone.

Privacy and Confidentiality

When you contact support:

• Your information is kept confidential
• We never share your details without permission
• All communication is secure
• We respect your privacy

Support Hours

Email support is monitored:

• Monday - Friday: 8 AM - 8 PM AST
• Weekends: 10 AM - 4 PM AST
• Holidays: Limited availability

Urgent issues are prioritized even outside regular hours.

Language Support

Currently, we provide support in:

• English

If you need assistance in another language, let us know and we'll do our best to accommodate.

Escalation

If your issue isn't resolved satisfactorily:

• Request to escalate to a supervisor
• Explain why you're unsatisfied
• We'll review your case with additional care

Remember

We're here to help you succeed as an iTutor. Don't hesitate to reach out with any questions or concerns.

Email: support@myitutor.com

We look forward to assisting you!