Help and Support

Introduction

What is HelpHub?

HelpHub is an online marketplace that connects students with tutors 24/7. We recreate a traditional tutoring experience in an online learning environment that includes interactive messaging and file sharing, video and phone tutoring calls, which make online tutoring on HelpHub a much more convenient, interactive, and attractive option for students and tutors.

What are Tutor Karma Points?

Tutor Karma Points measure how responsive a tutor is, based on their activity and responsiveness on HelpHub. They also determine how tutors are ranked on search results, and the number of leads they receive on a weekly basis. You can have an idea of how fast and effective a tutor is by their Tutor Karma Points.

How does HelpHub screen tutors?

All HelpHub tutors are required to either verify their phone numbers or connect their Facebook account in order to become a tutor on HelpHub. Our team further reviews profile information and subjects added. Additionally, tutors can submit digital versions of their credentials, such as transcripts, photocopies of certificates, and other documents that support their tutor profile. Tutors that have submitted credentials are further reviewed by our team, and get a verification badge on their profile. Tutors may also choose to make these credentials public on their profiles.

For Students

Why use HelpHub?

HelpHub is an awesome tool for anyone who needs assistance owning an academic subject, preparing for a test, editing a paper, crushing a math problem or working through a piece of homework. HelpHub enables you to work with a tutor whenever you need it. Stop stressing and start learning today!

Is it free to sign up?

Yes. It is completely free to sign up on HelpHub and get to know tutors. You can start free chat conversations with any tutor on the site, to get to know them and find if they are a good fit for you.

How can I get help?

1-2-3

Search for a subject or class (e.g. math or chemistry) and scroll through the list of available tutors and their individual profiles to learn more about them. To start free chat conversations or call tutors, you need to create an account for free.

How can I find tutors?

Broad search

Use our search box to search for the topic you’re interested in (try broad terms like ‘math’ and ‘chemistry’). From there, you can browse tutor profiles to find someone who may be a good fit for you. From each tutor’s profile, it’s easy to message and ask questions directly or schedule lessons from the chat window.

Specific search

You can find specific tutors by searching courses like ‘bio 102′, and filter results by schools such as ‘University of British Columbia’ or ‘UBC’ (we have tutors from over 50 schools around the globe), or by locations like ‘Vancouver’.

What subjects can I get help with?

A lot of subjects. HelpHub can help with all subjects from high school through a graduate to Doctorate level. If you search a subject that is not available please try a broader or more generic search and ask a tutor if they are able to help directly.

If there is no one who can help, post an open question from https://helphub.me/questions or from your Dashboard and add all relevant subjects to it. That way, any tutor that is able to help you will reply to your question, and you can start a private conversation or call with them right away.

Can I get help immediately?

Yes. Simply go through the process of finding a tutor, and message one or several at the same time. Our tutor algorithm automatically generates the most relevant and highly qualified tutors based on your search. We ping available tutors via SMS and Email to ensure a quick response time.

Is HelpHub Safe?

Yes. HelpHub requires tutors to verify their identity by verifying their phone number, or connecting their Facebook account with the site. Tutors are also able to upload digital versions of their academic and professional credentials, which adds a badge to their profile that confirms they have submitted their credentials. Additionally, we monitor tutors to help safeguard the integrity of the site.

How can I reload my account balance?

To load your account balance, you need to add a credit card to your account by visiting your Billing Settings at https://helphub.me/settings/billing. We will never charge your credit card on file directly, so if your balance is 0 or not sufficient to call or pay tutors, you won’t be able to do so. You can quickly reload your account balance by entering how much you want to spend or by choosing one of our preselected price points, and it will be charged to your credit card on file. You can add a credit card to your account or top-up your account balance from your Billing Settings. We accept payments from Visa, Mastercard and American Express.

How can I pay tutors?

You need to have a positive balance on your account in order to pay tutors. Once you top-up your balance, these are the two ways you can pay tutors on HelpHub:

Paying tutors using the “Pay” button via chat

For instant help, chats are a great way to get instant questions and answers to specific problems. You can optimize editing a paper or a grasping a difficult math equation you just can’t quite solve.

You can pay a tutors through a chat conversation. You can pay tutors as much as you’d like or you can select $1, $5, $10, $20, $30, or $50 payments at a time. Tutors can request payments over chat conversations at any time, but you can also pay them at your own discretion.

Paying via video and phone calls

new-video-calls-full

To have a more interactive connection with tutors, video and phone calls make for a great experience. You can schedule calls by messaging tutors, or request an instant call from their profile.

You can pay tutors over video calls with the “Pay” button. That allows you to start a video call and get to know a tutor free through a one-on-one video conversation, through which you can also use the pay button to pay the tutor. Phone tutoring calls are automatically billed by the minute.

How is my credit card information stored? Is it safe?

To ensure a high level of security, we use Stripe, a third-party payment processor, to handle all of our transactions. This means that there’s an entire company focused on keeping your information secure, while we focus on getting you the study help you need. All credit card numbers are transferred and safely transmitted with AES-256 encryption. You can learn more about Stripe’s security practices here: http://stripe.com/help/security.

How can I earn free tutoring credits?

You can earn up to $5 worth of tutoring credits for each person you refer to HelpHub. Your friends will also receive a $5 credit when they join. Please click here to find out how you can start inviting friends to join HelpHub.

Can I get a refund if I’m not satisfied with a tutoring session?

Yes – We want to make sure that you have only the best experience with your tutor on HelpHub. If you are not satisfied with a tutoring session, you may request a refund after a tutoring call or transaction. To request a refund, you must contact HelpHub’s support team upon which they will review and process refunds according to their discretion. To be eligible for a refund, all conversations between users must take place on HelpHub’s platform, either in the form of chat conversations or recorded video/phone calls. Any refund request stemming from a conversation taken off HelpHub’s platform will not be eligible for processing. HelpHub has the right to deny refund requests if users are in violation of our Terms of Use and/or our Academic Integrity Policy.

Any cancellations made after 5 days will not qualify for a refund. You can request a refund or cancellation from our Contact Section.

What is Tutor Academy and who are HelpHub Certified Tutors?

HelpHub’s Tutor Academy is a one-stop shop for tutors that includes tips, best practices, and outlines the best way to use HelpHub. Tutors who have successfully passed the HelpHub Academy exam are HelpHub certified. HelpHub certified tutors are some of our best tutors, those who understand how HelpHub works and how to use all of HelpHub’s tools and services.

For Parents

Can my child work with the same tutor on a regular basis?

Yes. You can set up or arrange recurring lessons with any tutor on HelpHub. Since you are able to start free chat conversation with any tutor, you can easily search tutors and message multiple of them to find the right match. Once you find a good match, you can directly arrange recurring sessions via tutoring calls or chat, at any time.

Is HelpHub safe?

Yes. Safety is our top priority. Our team manually screens every tutor, and we also check their education information and verify those who send us digital credentials. All tutors are required to either connect with Facebook or verify their phone numbers to help confirm their real identity. Additionally, we monitor chat logs to ensure normal activity. As a parent, you can easily search profiles and talk to tutors before setting up a lesson with your child at absolutely no cost.

Why should I choose HelpHub over in-person tutoring?

HelpHub’s features are designed to provide the highest level of quality and learning experience for students. Our interactive online messaging and tutoring calls make the learning experience much more attractive, affordable, and convenient option for parents and their children, compared to traditional methods. In a few words, your child can get help with anything from a single Math problem, to writing an English essay, to practicing another language with a native speaker, online, at any time. And you don’t need to drive or go anywhere.

How can I pay for my child’s tutoring on HelpHub?

To pay for tutoring help, students must have a positive account balance. You are able to reload your account balance with an online credit card payment, reloading $10, $20, $50, or $100 at a time. Your child can either pay tutors via chat, or automatically pay their hourly rate on tutoring calls, once your account balance is positive and sufficient. For more information on paying tutors, read the student section of the FAQs.

How is my credit card information stored? Is it safe?

To ensure a high level of security, we use Stripe, a third-party payment processor, to handle all of our transactions. This means that there’s an entire company focused on keeping your information secure, while we focus on getting you the study help you need. All credit card numbers are transferred and safely transmitted with AES-256 encryption. You can learn more about Stripe’s security practices here: http://stripe.com/help/security.

For Tutors

Who can be a HelpHub Tutor?

Anyone with a passion for teaching can become a HelpHub Tutor. You will be screened for previous experience teaching, tutoring or instructing and given extra Tutor Karma points for submitting official credentials, as well as being active on the site and responding to students’ messages quickly. You must have a cell phone or a Facebook account to verify your identity on HelpHub.

How do I become a HelpHub Tutor?

Simply sign up as a tutor at https://helphub.me/signup. You will be prompted to complete your profile and set up your tutor profile from your Tutoring Settings by adding subjects you are knowledgeable in, your rate, and the option of submitting digital credentials that back up your tutor profile.

Does HelpHub share my personal information?

No. Ever. We will never share or make your personal information public to anyone on the site. HelpHub guarantees your privacy by connecting all phone calls, messages, and communications with students and/or tutors through our own system, always acting as a middleman between parties.

What are Tutor Karma points?

Tutor Karma Points are a real-time measurement of your responsiveness and your tutoring activity on HelpHub. There are several ways to increase and maintain a healthy Tutor Karma. The more points you have, the higher you will show up on search result pages, and the more tutoring leads you will receive. To boost your Tutor Karma Points permanently, submit your academic credentials to become verified tutor, and remain online on the site from a desktop computer.

What are tutoring leads?

Leads are students that are matched with your tutoring profile in real time. You can start conversations with leads from both the text message notification, or from the Leads tab on your Messages page on HelpHub. The more Tutor Karma Points you have, the more tutoring leads you will receive.

Should I give students my personal information?

You should never share or give out your personal information on HelpHub, including and not limited to your phone number, email, or address. We will never do that, and for your own security, safety, and privacy, we don’t recommend you to do it either. Our features and system make it extremely simple and easy for anyone to contact or call you through your tutor profile on HelpHub, without exposing your personal information, or ever making it public to anyone.

How much do I get paid as a HelpHub tutor?

You can choose your own hourly rate on HelpHub. You can choose an hourly rate anywhere between $10 and $260 per hour.

Does HelpHub charge me any fees as a tutor?

Since you choose your own hourly rate as a tutor on the site, HelpHub will just charge you a 15% commission fee on all transactions. Your balance will automatically update after each transaction, showing your net earnings (earnings after our commission). There is no monthly fee or sign up fee to be a HelpHub tutor.

How can students pay me on HelpHub?

Getting paid by students on HelpHub is extremely easy. Students can either use the “Pay” button to send a payments via chat conversations and video calls, or automatically pay your hourly rate, by the minute, over phone calls. They can call and message you from your profile. Since students top-up their account balances with HelpHub, you don’t have to worry about collecting payments, as we automatically take care of that after each transaction.

Getting paid via chat

For instant help, chat conversations are a great way to instantly help students. When you are not in front of a computer, you can get messages and chat with students via SMS (to activate this, enter your cell phone number (we currently only accept North American cell phone numbers) and turn “Receive chat messages via SMS when I’m not online” from your Profile Settings).

Students are able to use the “Pay” button to send you payments via chat conversations, whether you are chatting with them from your desktop, or using SMS conversation through HelpHub. Students can pay whatever they want or use the $1, $5, or $10, $20, $30, or $50 payment buttons. You can formally ask students to send you payments over chat conversations at any time, using the “Request Payment” button on any chat conversations. Students can send you a payment by clicking on the “Pay” button, and confirming the payment amount.

Getting paid via video and phone calls

new-video-calls

To have a more interactive connection with students, video and phone calls make for a great learning experience. Students can request them from your profile at any time.

Video calls can be started for free to give you and the student time to get to know each other. As soon as you are ready to start a session, make sure you use the “Request Payment” during the video call. You can get paid as many times as required during a video call. Phone calls are billed by the minute.

How can I set up video or phone tutoring calls with a student?


call-profile

Video tutoring calls

Students can request video tutoring calls from your profile and start it for free. When you are signed in and someone requests a video call with you, you will see and hear the incoming call notification on the site. Just click Accept and you will be connected with the student. Students can visit your profile and request a video call with you are any time. If you are not online when a student requests a video call with you, we will send you a notification to log in, and will notify the student as soon as you are signed in so that they can request a video call with you when you become available (signed in on HelpHub).

Video tutoring calls are equipped with a chat, a whiteboard that lets you exchange drawings with students, and a file sharing tool.

Phone tutoring calls

Students can request phone tutoring calls from your profile. In order to do phone calls through HelpHub, we must verify both the tutor’s and student’s phone numbers. To do so, just enter your phone number from your Profile Settings, and a 5-digit confirmation code will be sent to your number in an SMS. Enter the code in the confirmation box and you will be able to make or receive phone tutoring calls. Every time a student requests a phone tutoring call from your profile, HelpHub automatically calls your number, and asks you whether you want to take the call or not. Once you press 1 to accept the call, we call the student, and connect the calls together. You will start to earn your hourly rate, calculated by the minute, as soon as you are connected to the student.

How can I provide my credentials to get a verification badge?

You can submit digital versions of your credentials for our team to further review your profile information. Once your information is reviewed and approved, you will get a verification badge on your profile. You may also choose to make these credentials publicly available on your profile. You can submit your credentials from your Tutoring Settings.

How can I test my webcam and microphone for video calls?

You can make sure that your webcam and microphone are properly set up and working from our video calls testing tool. It’s a good idea to test it out if you are using a new or different computer.

Technical support

What browsers does HelpHub work with?

HelpHub works on all of major browsers. Video tutoring calls look and sound crystal clear when both the tutor and student use either Google Chrome or Mozilla Firefox, but they will work great on any desktop browser. It’s always good to make sure that your browser is updated and running the latest version.

What do I need for a video tutoring call?

All you need is a computer with Internet access, a webcam, and a microphone.

What do I need for a phone tutoring call?

All you need is a phone number we can reach you at when the tutor accepts your call. You will need to add your number from your Profile Settings in order to request phone tutoring calls.

What can I do if I don’t see or hear someone on a video call?

Video tutoring calls usually take from 10 to 30 seconds in starting audio and video transmission. Be patient while your tutor or tutee’s video and audio is loaded, and make sure that you allow our application to access your device’s microphone and webcam. A tab bar will pop up at the top of the window or on your own camera area of the call, so make sure that you accept it.

What formats or types of files can I send over chats and video calls?

You can send all major document and image files. That includes Office documents, presentations, spreadsheets, PDF documents, and all major image or photo files.

What browsers do video calls work best with?

Video calls work great on all browsers. However, they look and sound crystal clear when both tutors and students are using either Google Chrome or Mozilla Firefox during a tutoring call.

Account support

How can I edit my profile information?

You can edit your profile information at https://helphub.me/settings

How can I change my account password?

You can change or update your password at https://helphub.me/settings/changepassword

I forgot my account password, can I get a new one?

You can recover your account password at https://helphub.me/forgotpassword

How can I see my account history?

You can see your latest account history, including who you’ve called, referred, or who’s called you form your Dashboard, at https://helphub.me/dashboard

How can I post a question?

You can post a question for free from your Dashboard

How can I reload my account balance?

You can top-up your account balance, at any time, at https://helphub.me/settings/billing

I would like to receive a refund for unused top-ups or my account balance.

Send us a request with your account details from our Contact page and we will refund any remainder balance back on your credit card.

I’d like to add or delete a credit card from my account file

You can only have one credit card in your account file at a time. To add a new credit card, you will have to delete any existing one. You can delete or add a new credit card to your account at https://helphub.me/settings/billing

How can I delete my HelpHub account?

Send us an e-mail at support@helphub.me with your account information and we will delete it.

How can I notify the team of any problems on the site or with my account?

E-mail is the best way to reach us. You can reach our team at support@helphub.me with any questions or requests, and we will get back to you as soon as we can.

I need to contact the support team

If you can’t find the answer to your questions or have any problems with your account, please open a support ticket with our team on our Contact page, or directly at https://helphub.me/contact and a support agent will be in touch with you as soon as possible.