FAQ & Troubleshooting

Check the lesson's end time — a lesson only moves into pending confirmation once its end time has actually passed in your timezone. The transition runs every ten minutes in the background, so allow a few minutes for it to appear after the end time. If it's still stuck, refresh the dashboard.

You can edit a lesson's notes any time. To change the time, duration or rate after confirmation you'd need to revert it to pending first — and if an invoice has already been issued, the cleanest path is to void the invoice and start over.

No. Edit the student's default subject, and future lessons you book will pick up the new subject and rate. Existing upcoming lessons stay as they were — drag them to a new slot if the time needs to change.

First, check the email address on the parent's profile is right (a single typo will silently drop the email). Then ask them to look in spam — first-time senders often land there. Every invoice also has a permanent pay link in the parent portal, so you can send them straight there as a fallback.

No — once a PDF has gone out it's legally a record, and changing it would break the audit trail. To correct a mistake, void the invoice and issue a new one. Stripe and HMRC are both happy with this pattern.

Yes — give them your bank details directly (we don't store them on your behalf). Once the money lands, mark the invoice as paid manually from the invoice page. The Pay-online button on the PDF stays available for next time.

The package flips to Active as soon as Stripe confirms the payment — usually within seconds, occasionally a minute or two. If it's been longer than a few minutes, refresh the packages page. If it's still stuck, email support with the package and we'll reconcile it.

Refunds remove both the money and the corresponding minutes, so the remaining-hours number should drop accordingly. If the maths still looks off after a refund, email us the package and we'll dig in — we can see the full ledger on our side.

The import scans the next 30 days, on the specific calendar you chose during connection. Events on other calendars (personal, shared, family) are invisible to us by design. If you have multiple tutoring calendars, disconnect and reconnect, picking the right one.

Meet links only appear when Google Calendar is connected and the lesson was created in TutorStudio (not imported from Google). For imported lessons, the Meet link from the original event is reused if there was one.

If you registered a passkey alongside TOTP, sign in with the passkey, then disable TOTP from Settings → Security and re-enrol on your new device. If TOTP was your only second factor, email support and we'll work through identity verification before resetting your account.

Yes, from Settings → Profile. We send a verification link to the new address — it doesn't take effect until you click it. Your existing sessions stay valid.

No, and this is intentional. We don't keep a hidden backup we can restore from. Sign up again to start fresh — your data from the old account is gone.