Before you report a problem, please make sure to check your italki Messages and or Skype messages to see if your teacher tried to contact you. Teachers sometimes have emergencies too, so we recommend giving your teacher a few hours (especially if they are in a different time zone) before marking a lesson as a problem.

To report a lesson problem, click "There was a problem" on the lesson details page.

A pop up window will appear and you will be able to choose the lesson problem and explain what happened.

You will have 4 options to choose from when reporting a lesson problem.

Reached a prior agreement to reschedule lesson or receive a refund

Select this option if both you and the teacher have already agreed to a resolution for this lesson problem.

For example:

• In your lesson messages, you wrote to your teacher that you would not be able to attend the lesson and your teacher has agreed to a resolution (reschedule the lesson or refund italki Credits).
• In your lesson messages your teacher wrote to you that s/he would not be able to attend the lesson and you have agreed to a resolution (reschedule the lesson or refund italki Credits).

Note: When selecting Reached a prior agreement to reschedule lesson or receive a refund both the teacher and student will not receive a missed attendance mark.  This is because you both have agrees ahead of time.

The student did not attend the lesson

Usually your teacher would select this option if you were a no-show for the lesson. However, you can also select this option if you did not attend this lesson. This is a negative mark for the Student.

For example:

• You did not provide any advanced warning in messages that you would not be attending this lesson and your teacher was ready to give the lesson and was waiting for you.

Note: When selecting "The student did not attend the lesson" the student will receive a missed attendance mark.

The teacher didn't attend and didn't give prior notice

Select this option if your teacher did not show up for the lesson.  This is a negative mark for the teacher.

For example:

• Your teacher did not provide any advanced warning in lesson messages that s/he would not be attending this lesson and you were ready and waiting for this lesson.

Note: When selecting "The teacher didn't attend and didn't give prior notice" the teacher will receive a missed attendance mark.

The teacher didn't attend but gave prior notice

Select this option if the teacher gave a prior notice. This includes internet power outages, natural disasters, health emergencies or any situations that are not within the teacher or students control and the teacher gave a prior notice.

For example:

• There was an earthquake which caused a power cut. The teacher has already told the student about this issue and that they aren't available and wants to refund the lesson Credits to the student. 

Note: When selecting "The teacher didn't attend but gave prior notice" both the teacher and student will not receive a missed attendance mark. 

Selecting the desired resolution

After telling us what happened, you can specify if you wish to reschedule the lesson or return the lesson Credits to the student or teacher.

For Package Lessons, you will be asked if you wish to:

• Mark that the lesson was completed (sending the italki Credits to the teacher)
• Mark that the lesson as incomplete (which cancels this lesson and creates a new lesson in the package that can be scheduled at a later time).  

After you submit this as a problem, the teacher has 7 days to respond.

• If the teacher agrees, then the problem will be resolved according to your request.
• If the teacher disagrees, then this will be recorded as a "dispute" and enter "dispute resolution".
• If the teacher does not respond at all, then the problem will be resolved according to your request.

Dispute Resolution

If the teacher disagrees with your request, the problem will enter dispute resolution. italki will then arbitrate the dispute. All italki staff decisions are final.