There was a problem with my lesson. How can I report a lesson problem?

If in rare cases, teachers did not attend a lesson without prior notice due to technical issues or personal emergencies, or there are other problems with your lesson, after the lesson, you can 

• Go to the lesson page

• Click “there was a problem”

• Select the lesson problem 

• Select a solution - rescheduling the lesson / refund / confirm the lesson as completed.  

No-show lessons that teachers did not give prior notice will be recorded by our Teacher Management System. We regularly assess teachers’ attendance and class status to ensure that the teachers on italki are highly professional and responsible.

As the lesson credits eventually go to your teacher, italki is not in the position to guarantee a refund for student’s no-show lessons.

I've reported a problem. What now? 

When a lesson problem is reported and a solution proposed, the other party has 7 days to respond to the request.

If the lesson problem and solution are accepted, the lesson problem will be resolved in accordance with the solution proposed when the problem was reported. Note that if both have agreed to "reschedule a lesson", the lesson can no longer be canceled. 

If the lesson problem and solution are declined, the lesson is in dispute. italki will send emails to both parties, asking for evidence to resolve the dispute. 

Both parties should submit evidence including communication records and screenshots within 3 days from the date of the dispute. Our dispute team will settle the italki credits based on the materials provided. 

We suggest that you discuss lesson issues with your teacher before reporting a lesson problem to avoid any lesson disputes.

If you need to reschedule or cancel a lesson 24h before the lesson time, please check How can I reschedule or cancel a lesson?

How much time do I have to submit a lesson problem?

A lesson will be automatically confirmed as completed after three days of the lesson time. The italki credits will be transferred to the teacher. So students and teachers have three days to report a lesson problem.

I have submitted a wrong lesson problem/resolution. Can I undo and select a new one? 

Information submitted to italki, unfortunately, cannot be withdrawn. You may ask your teacher to decline your request. Our Dispute Team will follow up and settle the lesson problem based on your agreement by selecting the right options. 

If you need to contact customer support, please provide your lesson ID.