Frequently asked questions
CONTACTING 51TALK SUPPORT TEAM
How can I contact the different departments of 51Talk?
LESSONS
What will I do with my lesson memo if the student left the class early?
> If the student entered and left, make sure to wait until the 25th minute of the time.
If the student left the class early and you're sure there was no technical problem on either your or the student's side:
- if you could conduct the lesson for at least 10minutes, post a lesson memo; the lesson will be paid
- if you could conduct the lesson for less than 10 minutes, tag the student absent
For a complete guideline on lesson memo posting and student tagging, kindly refer to the following self-help references:
https://bit.ly/lessonmemotagging
FEES
How can I CHANGE my Bank details?
For Bank Details Update or Inquiries please Submit a Ticket to Fees Team: support.51talk.com/submit_ticket
Please take note that when submitting a ticket to Fees team, you have to register/make an account in support portal.
How do I request bank endorsement from BPI?
For BPI bank endorsement, proceed to this link - https://docs.google.com/presentation/d/1qiNXkan0Fn3RXI3e3eiSqQ26dCm20RVNjP4yjeufEhg/edit#slide=id.p1
When will I receive my earnings?
Earnings will be received 5-10 business days after the cut off.
Cutoff is every 1-15 and 16-30 of each month.
Exact payout date will be posted on MyPage under "What's new".
Teacher earning for the cutoff must not be less than 500Php for it to be remitted.
For Payout dispute please Submit a Ticket to Fees Team: http://support.51talk.com/submit_ticket
Why are the details on my Lesson Fees Summary and the actual amount I received different?
Remittance fees which amounts to 50 to 60 Php are always deducted (depending on the exchange rate) every payout as the fees are being processed from Hongkong.
For Remittance Inquiries please Submit a Ticket to Fees Team: support.51talk.com/submit_ticket
TRAINING AND PROMOTION
How do I book a training?
Log in to your teacher's account on Mypage.
Go to Book my Training.
Choose your training and schedule. Make sure to book at least 1 day in advance.
Go to My Training Schedule and add your trainer's skype ID. If your trainer doesn't add you back, please don't worry as your trainer will do so 30minutes before your scheduled training.
Remember to complete and submit any pre-training requirements at least 30 minutes before your training schedule.
Here are our Training SOPs.
Follow the steps to easily secure your slots!
TECHNICAL
How do I get tagged as an H5 Teacher?
To be a certified H5 teacher you need to complete the H5-Self-Access Modules and H5-Tech check.
1. Complete the H5 activity on MyPage
2. Complete the H5 easy generator course
https://elearning.easygenerator.com/5109719d-37b9-406e-a564-5f22339f868d
3. Update your AC (latest version)
4. Check bandwidth (AC > settings > bandwidth > start detection)
RELIABILITY
When will my page be unlocked due to absences/late/leave early?
To check when your page will be unlocked due to attendance issues, please do the following:
1. Log in to your MyPage account.
2. Click Home and scroll down to Attendance Report.
3. You should see the unlocking of page date and time indicated in the Absence Tracking Tool:
What can I do if my page is still locked beyond the date and time indicated in the the Absence Tracking Tool?
If your Mypage is still locked after the indicated date of unlocking, send an email to hbt.support@51talk.com and follow the instruction in number 2.
1. Account reactivation
2. Unlocking of account due to absences
3. Leave of absence request follow up.
4. Special plotting request follow up.
5. Voluntary cancellation of service agreement
6. Coaching schedules and meeting link
If you have any questions or require further information, please do not hesitate to email us. We appreciate your understanding and cooperation during this transition period.
How can I appeal for my valid absences?
Please read and follow the instructions in this reference carefully and take note of the acceptable reasons for Absence Penalty Appeal: tinyurl.com/51TalkAbsentAppeal
BEST PRACTICES WHEN CONTACTING LESSON SUPPORT AND TECHNICAL HELPDESK
