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FAQ FOR STUDENTS

Getting Started

Why use 24HourAnswers.com?

Better grades, better jobs, better lives. That’s why we are helping students. 24HourAnswers.com will help you understand, master, and enjoy all that you need to know in college, graduate school, and beyond. Sure, we connect students and tutors within a high-quality, secure environment. And yes, we take your privacy very seriously. And certainly, we process your payments using state-of-the-art PCI industry standards, with no payment information stored on our site. But that’s all incidental. The reason you should work with us is to get a handle on everything academic so you can get a handle on the rest of your life. It’s no less important than that.

Why are you better than other online tutoring services?

Have you noticed our competitors have no public student reviews? Now go look at our Google, Trustpilot, and BBB ratings. What you are seeing results from the fact that, unlike our competitors, our main goal is helping students. The screening process for our tutors is very strict because we take pride in the work we do - and we intend to be the best. There are no monthly fees or minimum payments because we don’t want your money until you’re convinced you came to the right place. Every session is tailored to your needs. Unlike other online tutoring services, our students really do come first. We care about our students and their problems because we remember being students ourselves not too long ago...

Are you a legitimate service?

Yes, but don’t take our word for it - see our Google, Trustpilot, and BBB ratings and reviews! We've been in business since 2005 and have served more than 1,000,000 individual students around the world. As examples of our collaborations, we are the online tutoring service provider for CengageBrain, Illinois Eastern Community Colleges, and will soon be instructing the instructors at One Laptop Per Child (OLPC).

Is my identity protected?

Your identity is completely protected on 24HourAnswers.com. For one thing, we do not allow any exchange of personal information between tutors and students. Your information, files, and communications are inaccessible to anyone but you and your tutor. Your credit card information is not stored anywhere, and use of PayPal relies on their well-established security systems. Feel free to take a look at our privacy policy.

Can you help me with my homework in less than 24 hours?

Our name 24HourAnswers means you can submit work 24 hours a day - it doesn't mean we can help you master what you need to know in 24 hours. If you make arrangements in advance, and if you are a very fast learner, then yes, we may be able to help you achieve your goals in 24 hours. Remember, high quality, customized help that’s tailored around the needs of each individual student takes time to achieve. You deserve nothing less than the best, so give us the time we need to give you the best.

Can you help me with my exam/quiz/test?

If you need assistance with old exams in order to prepare for an upcoming test, we can definitely help. We can’t work with you on current exams, quizzes, or tests unless you tell us in writing that you have permission to do so. This is not usually the case, however.

How do I contact Customer Support?

You can send us an email (help@24houranswers.com), get in touch with us using our chat, or call us at 845-429-5025.

My Account

How do I create an account?

On our homepage you’ll find a Login/Register button in the top right corner. Click on it and fill out the information, or use your Facebook, Google+, or Twitter account to register.

Where are my account settings located?

Once you are registered and logged in, you’ll find a drop down menu in the upper right corner - look for My Profile; you’ll find your account settings there.

How can I change my login email?

Go to My Profile, enter your email address under Account Information, and select the Save Changes button.

How can I change my username?

Our Customer Support staff can help you change your username.

How do I change my password?

Go to My Profile; under Change Password, enter your old password and then the new one twice.

I forgot my password. How do I reset it?

If you forgot your password, please click the “Forgot your Password?” link, type in your email and click on Reset Password. We’ll send you a temporary password which you can change afterwards. If you don't receive an email within one hour, please check your Spam folder. If the email is not there, contact Customer Support.

How do I change notifications?

Go to My Profile; under Notifications choose from the drop down menu a notification that works for you. There are four options: Email Only, Email and SMS, SMS Only, and None. If you choose an option that includes SMS, keep in mind that standard messaging rates apply. We don’t recommend choosing the option None as it will disable all of the notifications and you will miss something important.

How do I deactivate my account?

Go to My Profile and at the bottom you will find a Deactivate Account button. Once you click on it you will see a pop-up window making sure you want to deactivate. After you confirm your decision your account will be deactivated. You will no longer be able to log in to the website after deactivating your account.

How do I reactivate my account?

If your account has been deactivated you can either try to log in and then follow the reactivation procedure or just get in touch with Customer Support and they will reactivate it for you.

Billing/Prices

Is this website free?

No. We are a paid service that requires a credit or debit card, or a PayPal account. We don’t accept checks or cash.

Why would I be wise to pay for your services?

In life, you often get what you pay for. While free services are free of payments, they are also free of quality, competence, dependability, reliability, and professionalism. We are a premium service, so you’ll be paying a fair price for the finest tutors available anywhere on the internet.

How much does your service cost?

We do not have monthly fees or minimum payments, and there are no hidden costs. Instead, the price is unique for every work order you submit. For tutoring and homework help, the price depends on many factors that include the length of the session, level of work difficulty, level of expertise of the tutor, and amount of time available before the deadline. You will be given a price up front and there is no obligation for you to pay. Homework library items have individual set prices.

Are your prices negotiable?

Tutors’ quotes are negotiable, but keep in mind that our tutors do their best to provide you with a fair but realistic quote. If the bid from your tutor is above your budget, tell your tutor what your budget is, and see if your tutor can lower the bid. If the bid cannot be lowered, you can ask the tutor to release the request to another tutor. Please note there is no guarantee that another tutor will provide you with a lower quote. Quality takes time, and tutors take their work very seriously. Homework library prices are fixed and can’t be changed.

Can I try your services for free?

We normally don’t provide free trials because we can’t ask tutors with masters degrees and doctorates to work for free. However, keep an eye out for promotions and discounts!

Are you cheaper than the other websites?

We do our best to be affordable, but like many things in life, you get what you pay for. You will be provided with a custom quote based on the amount of help you need from the tutor. No minimum or monthly payments - it’s pay as you go. In this manner, we know you are happy when you come back for more help, never having had to pay anything in advance. But, we are a premium service and we care about quality above all else, so we will never sacrifice quality in order to drive down the cost!

What kind of payments do you accept?

We accept credit cards, debit cards, PayPal, Venmo, and ApplePay.

How do I make a payment for my request?

After our tutors submit a quote for your request, a payment button will appear and you’ll be able to pay by following the instructions on the screen.

How do I change my payment method?

On the payment page there is an option for changing your payment method.

What happens if I get charged more than once?

First of all, don’t worry. You haven’t been charged more than once. Sometimes when students first payment attempt is rejected (perhaps you typed in the wrong card number for example), your bank will hold any declined transactions in escrow until the funds are returned to your account. (We have no clue why banks do this.) Until the funds are returned, your credit line will be reduced by any failed payment attempts together with your final successful payment, so it can appear you have paid more than once. Unfortunately we have no control over this, but if it should happen to you, just reach out to Customer Service and we will be able to verify there is only one accepted payment.

What is your refund policy?

Refunds are rare on our website due to superior student satisfaction rates. However, in the event that a student needs one, refunds are available if you and the tutor both agree that one is appropriate. If there is any disagreement regarding the refund, we perform an unbiased evaluation and make a fair decision. Unlike our competitors, we refund the money directly back to you instead of issuing credit. We know your money is important, and students usually don’t have much to go around, so we want your refund back in your account where it belongs.

What is an arbitration?

An arbitration is sometimes part of a refund dispute process. When a student and a tutor disagree on whether a refund is warranted or how much should be refunded, an independent, third-party arbitrator who is an expert in that subject area will give a decision that is fair, open, and honest - that’s the way we like it.

Submitting Work To Us

How do I submit a request?

If you are not logged in, at the top of our homepage follow the three simple steps. If you are logged in, on our homepage click Homework Help or Online Tutoring (top), or Request Written Solutions or Start Working With A Tutor (middle), and this will take you to a page where you can choose the subject, write comments, upload documents, specify the deadline, or select length of session. If you’d like to speed up the process we suggest entering your budget as well.

Should I submit the same request multiple times to get a faster response?

This can actually slow the process down because it creates confusion, and we remove duplicate requests from the system wherever we find them.

How long will it take to get my detailed written solution?

You set your own due date! Our tutors will complete your request by your desired deadline if it’s possible; if it isn’t, they will let you know and try to arrange for a new due date that is mutually acceptable. Keep in mind that the amount of time needed to provide a solution varies from one request to another, and quality takes time.

Are your tutors qualified?

Yes, all of our tutors hold degrees in their fields of study, many with doctorates and most with masters degrees. All applicants must supply academic transcripts and are screened carefully by our staff, including the use of working interviews. Check our ratings and reviews – you won’t see this level of transparency with our competitors.

How do I find a tutor?

Usually there is no need to select a tutor; our system will do this for you automatically if you don’t want to choose one on your own. Of course you’re more than welcome to browse our tutors and select the one that you personally prefer!

Can I submit my request to a specific tutor?

Yes you can! You can either submit a request to a specific tutor by browsing our tutors and choosing the one you want, or when you submit a request you can type the tutor’s username in the Tutor Name box.

Can I work with the same tutor again?

Of course! You can directly submit a request through that tutor’s profile or just type that tutor’s name in the Tutor Name box whenever you submit work.

Can I review my previous requests/sessions?

All of your requests are accessible to you from the main page, and your live tutoring sessions are automatically recorded for playback or download by you at any time.

How do I follow the progress of my submitted request?

Here are the status definitions:
Pending Quote means you are waiting for a tutor to provide you with a quote.
Pending Authorization means the tutor has entered a quote and is waiting for the student to authorize payment. Tutors cannot begin working until payment is authorized.
Pending Completion means the payment has been accepted and the tutor is working on the assignment.
Completed means the work is finished.

Is someone working on my request?

If your request is Pending Completion then the tutor is working on it.

Why has no tutor given me a quote?

There can be many reasons for this, so here are some possibilities: you just submitted the work and no tutor has seen it yet; your budget is too low for the amount of work involved; your deadline is too short for the amount of work involved; your instructions are incomplete, unclear, or confusing; you have failed to upload files, links, or information required by the tutor; the subject is miscategorized; you are asking for help with a current quiz, test, or exam; your language or attitude is distasteful or inappropriate. We do not guarantee all assignments will receive a quote because tutoring is a partnership and sometimes students fall short of their responsibilities.

What if my tutor can't help me?

We have a very large number of tutors, so the odds are good that one of them will be able to provide assistance.

What should I do if my solution is late or incomplete, or my tutor doesn't show up for our live session?

First, try to contact the tutor directly through the request you submitted. If you are unable to get a response within a reasonable amount of time (remember that many tutors live in different times zones), or the response you get is unsatisfactory, contact Customer Support.

What should I do if my solution is incorrect?

Many problems in math and science can be solved in more than one way. Our college homework help does not guarantee that the methods used will satisfy the expectations of every student. If you need a specific method to be used, you must make it clear to the tutor when you submit your request, or at the beginning of your online tutoring session. If the solution is incorrect in your judgment, contact the tutor through the request and let him know there is an issue. The tutor will gladly make adjustments. Do not send a message through the Feedback Form on the website, as those messages do not reach the tutors. If you are unable to get a response within a reasonable amount of time (remember that many tutors live in different times zones), or the response you get is unsatisfactory, contact Customer Support.

How do I ask for a refund?

If all other reasonable methods to resolve your issue have not been successful, you can ask for a refund. Let the tutor know in a polite manner that you want a refund and explain why. If you are not satisfied with the tutor’s response, get in touch with Customer Support immediately. Don’t argue with the tutor.

Do I have to rate my tutor?

Rating your tutor is optional, but we hope you will rate your tutor because it helps tutors and other students. It takes no more than a few seconds to give a rating, and leaving comments is also optional.

What is an administrator?

Administrators are part of our Customer Support; they oversee tutors and students. Most of the time you won’t contact them directly, but they will get in touch with you when you contact Customer Support. They will help you resolve any issues that you have.

What should I do if my question isn't here?

Email us at help@24houranswers.com

FAQ FOR TUTORS

Becoming a Tutor

How do I know if I am qualified to be a tutor at 24HourAnswers?

We require our applicants to hold at least a Master’s degree, but if you’re an exceptional student with at least a Bachelor degree you can still apply. Good English language, written and spoken is mandatory. We don’t require you to be a certified tutor or a professor. You must be able to produce reliably consistent, high quality, original work in your homework areas. You must also be professional and courteous at all times. We take pride in our work and our excellent relationship with students!

How do I become a tutor? (How can I apply for a tutoring position?)

While we are not always actively recruiting tutors in every subject area at all times, we do accept applications on an ongoing basis. To apply for a position:

-Go to the Become a Tutor page
-Follow the instructions carefully. If you fail to upload your transcripts (“mark sheets”) for undergraduate and graduate work (if applicable), your application will not be considered. When you apply, create a username that does not involve your real name in any way.

Please do not email your transcripts or send attachments to our email address. There is no need to email us asking if we have received your application; we will let you know if we have an opening in your subject area.

Why haven’t you hired me yet?

We hire tutors on an as-needed basis, so you may not hear back from us right away. If we need a specialist in your subject area and your application meets our qualifications, we will be in contact with you regarding an interview.

Why should I apply to work for 24HourAnswers?

Working with us gives you an opportunity to cash in on your experience and knowledge. You can work when you want, how much you want, and from any location!

For Current Tutors

When do I get paid?

We process payroll at the beginning of every month. You can, of course, ask us to withhold your paycheck if you would like to have more funds before the transaction is made. Tutors that have proven themselves can ask for their paycheck to be processed earlier (ask our admins for more information).

Who pays the transaction fees?

The transaction fees are covered from your earnings; we try our best to get good deals with payment services in order to decrease those fees.

What payment services do you use?

We can transfer your funds using ACH Payments, Bank Transfer (International), PayPal and Payoneer.

Is there a minimum amount that has to be reached before I can get paid?

As long as your earnings can cover transaction fees, we will process your paycheck.

Does 24HourAnswers.com report my earnings to IRS or other countries tax authorities?

We only send out 1099's for US tutors. It is your responsibility to report your earnings to the IRS or your country's tax authority.

A student is asking for Live Tutoring and I haven’t had any training. What do I do?

Get in touch with Customer Support and they will set you up with a training session.

Tutor code of conduct

These are the basic rules we ask our tutors to follow:
Tutors must do the work themselves; you are responsible for the work that you provide to students.
Tutors should only take requests that they can successfully complete.
Tutors should respond to student messages as soon as possible.
Tutors cannot change the quote after it has been approved.
Tutors must provide the solution before the deadline, corrections are sometimes needed.
Tutors should never change the deadline without previously checking with the student if that is acceptable.
Tutors should always check what the scope of work is before providing a quote to the student.
Tutors should not work on too many requests at the same time; doing so can cause issues and lateness which is not acceptable.
Tutors should never provide plagiarized work.
Tutors should never share personal contact information or ask for student’s personal contact information.
Tutors should never discuss with students how the website works regarding paychecks and percentages.
Tutors should always contact Customer Support if there are any problems, either on the website or in their personal lives.
Tutors should never use racist, sarcastic or insulting language in any way. Unprofessionalism won’t be tolerated.

What happens if I break the tutor code of conduct?

Depending on the severity of the situation you might receive a warning, lose a position on the website and some privileges, receive a decrease in your commission or get suspended from the website. If we suspend you from our website you forfeit all earnings that haven’t yet been paid to you.

Requests are contracts!

When you submit a quote and the student approves it, you can consider this as a contract. That contract has a deadline that has to be respected and work that has to be performed. If the deadline has passed and the work hasn’t been provided or the work is of unacceptable quality you are in breach of that contract, which is a serious issue.

What happens if I’m late with my solution or my solution is incomplete?

Sometimes requests are very time sensitive, so it is very important to pay attention to the deadline. Check with the student to see if it’s still ok to submit your solution after the deadline has passed, or if there is enough time to work on your incomplete solution and complete it. It is in your interest to make the student happy since if the student is unhappy with your service you won’t get payed for the work you did. There might be other repercussions to these and similar situations.

What happens if my solution is incorrect?

We understand that everyone can make a mistake. Check with the student if they are interested in getting a revised solution and if there is enough time for you to revise your solution. It is in your interest to make the student happy since if the student is unhappy with your service you won’t get payed for the work you did. There might be other repercussions to these and similar situations.

What happens if my quote gets approved and I’m unable to provide the solution?

Hopefully this never happens. If this is the situation get in touch with Customer Support and explain your reasons for not being able to provide the solution. Everything gets noted to your file, further actions depend on the severity of the situation.

I have a personal emergency! What do I do?

In case of a personal emergency contact Customer Support; you don’t have to explain too much, we understand what emergencies are! If you can, please let us know if you have any ongoing requests that have to be handled by us and when you’ll be available again. If you don’t have much time just inform us that we need to take care of everything until we hear from you again.

I’m going to a vacation/trip. What should I do?

If you plan to be away from your computer for more than a day or might not have access to the internet, you should inform your students so they know you won’t be able to respond. You should pay attention to recently completed sessions too, some students have follow up questions. If you’re in a DSF system you should definitely disable DSF. If a request is autoreleased by the DSF system, you will lose your place in the DSF chain permanently.

How do I contact Customer Support?

You can send us an email (help@24houranswers.com), get in touch with us over our chat or call us at (845) 429-5025.

My question isn’t listed here! What do I do?

Write us at help@24houranswers.com

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