Before you write
Most questions are answered in our articles – check these first:
Cancelling, moving or replacing a lesson → Cancellation and Replacement Policy
Level, book, topic, course changes → Course management
Availability, days off, Google Calendar → Availability, Google Calendar & Time Off
Lesson statuses, no-shows, attendance → Lesson statuses, attendance & student no-shows
E-books → E-books & course materials
Technical problems → Technical issues in the lesson
Who to contact
Topic | Where to write | Good to know |
Lessons, cancellations, substitutes, attendance, deductions, schedule, courses, profile changes | Chat (bottom-right corner of the platform) | Always include the course name and the lesson date and time. |
Problem during or right before a lesson | Chat | Start your message with "URGENT" and the lesson time. |
Payments and invoices | Upload your invoice in the platform from the 3rd working day of the month – earlier you'll see the error "no commissions to settle". Payments are sent by the 10th. Write to finance@ if you haven't been paid after the 10th, if you need your payment earlier, or if your balance is below 100 EUR (smaller amounts are paid only on request). | |
Rates | Book a 1-to-1 meeting: daria-1to1.youcanbook.me | |
Training and teaching advice | Chat | We pass it to our mentors. They reply within 2 working days. |
Students from Czechia, Slovakia, Hungary or Spain | Chat | We'll transfer you to the right regional caretaker. |
Recommending a new teacher | Candidates apply at apply.workable.com/fluentbe | |
Teaching another language |
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Students: payments, packages, bookings, their account | Students write to the office themselves (template below). | |
Students: urgent problem right before or during a lesson | Phone: +48 22 307 11 71 | For students only. Teachers write in the chat. |
When we answer
We answer in the chat Monday to Friday, 8:00–16:00 (Polish time). Messages sent later are answered the next working day.
To get a faster answer, write everything in one message:
the course or student name,
the lesson date and time,
what happened and what you need,
a screenshot, if something doesn't work.
Messaging your students
All unread messages: click the bell icon in the top-right corner.
Messages in one course: open the course and click the Messages tab.
Ready-to-send message for your student
Payments, packages or bookings: "For payment and booking questions, please contact our office directly at [email protected]." / PL: "W sprawach płatności i rezerwacji skontaktuj się bezpośrednio z biurem: [email protected]."