Frequently Asked Questions - Student
How can we help you?
You need a stable internet connection and a device with a microphone and camera. You can use a computer, tablet or smartphone. We recommend the use of a computer and a pair of headsets to assure the best possible sound quality. The recommended download/upload speed requirements for Skype video call is 300kbps / 300kbps. You can check the speed of your connection here.
If you are not a fan of Skype, you can use alternatives like FaceTime, Google Hangouts, Zoom, Messenger... Agree with your teacher on which technology and/or application suits you both.
The first thing you need to do is to register as a student at the coLanguage website. You can follow this path: https://www.colanguage.com/user/register?signup=student.
Then you can find a teacher here and contact them directly by sending them a lesson request.
Teachers decide themselves whether they offer a free trial class or not. Teachers indicate this in their profile.
Ask your teacher to join a free trial class.
Once your teacher has accepted your lesson request, you buy lesson hours by clicking on the "Buy hours" button in your teachers profile.
You can buy 1, 4, 8, 12 or 24 hours. The more hours you buy, the greater the discount you get.
A first step is agreeing on a day and time with your teacher. Then the teacher schedules the lessons on the website.
After every Skype lesson with your teacher, you need to confirm the lesson on the coLanguage website. Please confirm all lessons in a timely manner because teachers are paid only after you confirm the lesson.
To reschedule or cancel lessons, you have to contact your teacher. Send them a message as early as possible.
You can cancel a lesson up to 24 hours before the scheduled beginning time with no charge. If you cancel within 24 hours of the scheduled lesson, you will normally get charged for the class. An exception is when your teacher agrees on not charging you for the cancellation.
No, your hours have no expiration date. You can use them anytime you want.
Yes, your teacher provides learning materials.
Every teachers has their own methods. Therefore, materials can differ per teacher. They are chosen in accordance with your needs. learning materials could be scanned parts of books, online exercises, videos, music, web pages, news or screen sharing. Ask your teacher about their method and provided learning materials.
Next to that, you can always exercise with coLanguage learning materials for free! Find our online language courses here.
If you miss a lesson, you should contact your teacher as soon as possible to reschedule it.
Depending on the circumstances and what you agreed with your teacher, charges may apply.
Our teachers are carefully selected it normally will not happen that they miss their classes.
However, in case of a missed class, we guarantee you will get your prepaid hours back.
We love to help you with all your questions. We are available on Monday to Friday, except for national holidays.
You can send us an email to support [ at ] colanguage.com.
You can reset your password by clicking here.
coLanguage accepts credit and debit cards, IBAN bank transfer, Bancontact, iDEAL, SOFORT Banking and PayPal.
It is absolutely safe to pay on coLanguage.
All transactions are protected by SSL encryption and by the EU privacy and consumer law.
You can view all payments you have made by going to My Teachers → Open the class with all lessons → Payments
Additionally, the payments will appear on your personal bank statement.
Don’t send them money, and immediately let us know.
By paying outside of the coLanguage platform you lose your payment protection and we can not guarantee secure payments anymore. This act will also result in an immediate deactivation of your account and that of the teacher.
If your transaction fails please refresh your page and try again.
If it does not work the second time, please contact us at support [at] colanguage.com. Send us a screenshot of your problem. This will help us to understand your problem better and enables us to resolve it sooner.
Yes! Although, you have to cancel your lesson more than 24 hours in advance in order to get your prepaid hours back. Contact your teacher to schedule a new lesson.
In case you cancel your lesson within less than 24 hours, you might get charged for the lesson depending on the circumstances and your teacher's policy.
Yes, if you do not like your teacher or the quality of the learning process is not sufficient, we offer you a full money back guarantee for the planned lessons that did not take place yet. There are two ways to do this:
After the money is refunded you can find it back as credit in the Financial section of your profile: https://www.colanguage.com/credits.
You can use this money to buy lesson hours with a new teacher. If you want to make a transaction from you coLanguage credit to your own bank account, you have to connect your bank account to coLanguage in order to do so and press Payout.