What do you need?
Situation | What to do |
My student hasn't joined the lesson | Message them, stay in the classroom until the scheduled end (see "When a student doesn't join"). |
The student cancelled less than 12 h before | Nothing. You are paid in full and don't need to log in. |
A student asks me in chat to cancel or move a lesson less than 12 h before | Ask them to cancel it in their own student panel. Don't cancel it from your panel. |
I want a lesson cancelled without charge for the student | Write to us in the chat. Only CC can do this. |
A lesson is "Pending" and I want to cancel or move it | Write to us in the chat. You can't change Pending lessons yourself. |
I can't close a lesson (button grey or error) | Refresh and try again. If it still fails, write to us in the chat with a screenshot. |
A student is marked absent but was in the lesson | Write to us in the chat with the student's name and the lesson date and time. |
A student is inactive and should be removed from my list | Write to us in the chat. Only CC can archive a course. |
My student has no lessons left or wants to continue | Ask them to write to [email protected] to renew their package (template below). |
Lesson statuses
Scheduled – the lesson is booked and will take place.
Pending – the student booked the lesson but hasn't paid yet. If it isn't paid by 24 hours before the start, the system cancels it automatically. You can't cancel or move a Pending lesson yourself; if you need to, write to us in the chat.
Finished – the lesson took place and was closed. A lesson the student cancelled less than 12 hours before also counts as finished for you, and you are paid for it.
Cancelled – the lesson won't take place. What it means for you depends on who cancelled and when:
Cancellation | What it means for you |
Canceled by Teacher, 12 h or more before | No payment, no deduction. |
Canceled by Teacher, less than 12 h before | Deduction. See the Cancellation and Replacement Policy. |
Canceled by Student, 12 h or more before | No payment. The slot is free again. |
Canceled by Student, less than 12 h before | You are paid in full. You don't need to log in. |
Canceled (no show) | You didn't come to the lesson and didn't cancel it. Deduction. |
Canceled (by office or system) | For example after a platform outage. No deduction; if the lesson couldn't take place because of us, you get an extra payment. |
Not paid on time | The student didn't pay for a Pending lesson. No payment. |
Cancelling a lesson yourself
When you cancel an individual lesson, the Set as cancelled window opens. Fill in two fields:
Type – choose Canceled by Teacher if you can't teach. Choose Canceled by Student only if the student asked you to cancel, 12 hours or more before the lesson.
Reason – choose the one that fits: Health reasons, Personal matters, Technical issues, Scheduling conflict, Time off, or Student's request.
If the student asked you to cancel less than 12 hours before, don't cancel it yourself – ask the student to cancel it in their own panel (see "Student late cancellations").
Public holidays: group lessons on Polish public holidays and at Christmas and Easter are cancelled automatically in advance. Individual lessons stay scheduled – if you won't teach that day, cancel them yourself at least 12 hours before.
Student statuses
Onboarding – a new student who has bought lessons but hasn't had their first lesson yet. Only CC can cancel or move the first lesson.
Student – has had at least one lesson with a teacher (or uses Smart or Kaia).
Freeze – the student is on a planned break agreed with our office.
Alumni – the student learned with us and their package ended more than 14 days ago. Their courses are archived and any future lessons are cancelled automatically. If they buy a new package, they become Student again straight away.
Lost – the student never started learning, for example they cancelled their package before the first lesson.
Student has no lessons left or wants to continue? Ask them to write to [email protected] to renew their package.
Want an inactive student removed from your list earlier? Write to us in the chat – only CC can archive a course.
When a student doesn't join
Individual lessons
Check the date and time, and start the lesson from your teacher dashboard.
After 5–10 minutes, send the student a message in Messages (template below).
Stay in the classroom until the scheduled end of the lesson. If you leave early, the system can't confirm you were there and you won't be paid for this lesson.
If the student comes late, teach the rest of the lesson and finish on time. You don't need to extend it.
If the student doesn't come at all, keep the planned topic for the next lesson.
Group lessons
Stay in the classroom until the scheduled end, even if nobody joins. This is required for payment.
If students come late, finish on time.
If nobody comes, move the planned topic to the next lesson.
Student late cancellations (less than 12 h)
If the student cancels in their panel less than 12 hours before, the lesson shows cancelled by the student in less than 12 h. You are paid in full. You can ignore the lesson reminder and you don't need to log in.
If a student asks you in chat to cancel or move a lesson less than 12 hours before, ask them to cancel it in their own panel. Don't cancel it from your panel – then the system records it correctly as the student's late cancellation and you are paid.
If you think the lesson should be cancelled without charge for the student (for example a technical problem on our side), write to us in the chat. Only CC can do this.
Closing a lesson and attendance
During the lesson, mark which students are present.
At the end, close (finish) the lesson.
Check that the lesson now shows Finished.
Forgot to close it? The system closes open lessons automatically at night, around 3:00 am (Polish time). Don't rely on it – close the lesson yourself and check attendance before you do.
Problems:
The close button is grey or you get an error: refresh the page and try again. If it still doesn't work, write to us in the chat with a screenshot and the lesson date.
Your connection dropped and you couldn't close the lesson: Sign in again, open the lesson, check attendance and close it (set it to Finished).
You closed the lesson by mistake, or a student is marked absent but was there: you can't change attendance after the lesson is closed. Write to us in the chat with the student's name and the lesson date and time, and we'll correct it.
Ready-to-send messages for your students
Student is late (5–10 minutes in): "Hi! I am waiting in our classroom. Will you be able to join our lesson today?" / PL: "Cześć! Czekam na Ciebie w pokoju lekcyjnym. Czy uda Ci się dzisiaj dołączyć do zajęć?"
Student wants to cancel or move less than 12 h before: "Unfortunately, rescheduling a lesson with less than 12 hours' notice is not possible. Please cancel the lesson directly from your student panel." / PL: "Niestety zmiana terminu lekcji na mniej niż 12 godzin przed zajęciami nie jest możliwa. Proszę o odwołanie lekcji z poziomu Twojego panelu ucznia."
Student has no lessons left: "It looks like your lesson package has run out. To continue, please write to our office at [email protected] and they will help you renew it." / PL: "Wygląda na to, że Twój pakiet lekcji się wyczerpał. Aby kontynuować, napisz proszę do biura na [email protected] – pomogą Ci go odnowić."