School services: United Teacher Care. Who to contact and when

Before contacting our support teams, here’s a list of things you can do on your own:

• Schedule regular and one-time lessons, cancel lessons and reschedule them. Step-by-step guide.
• Send your student on a break. Step-by-step guide.
• Students with a zero balance are removed automatically, you just have to be patient.
• Schedule compensation lessons.
• Track your payouts from the Finances tab in your personal account. Overview of the personal account UI.

Services that can help teachers

• If you’re having issues, contact the Teacher Care service
• Questions regarding content are handled by Methodology Care
• Support is there for any technical issues
• If you’re having personal issues, you could always try Counseling

What these services can help you with:

open the .pdf

Contacting the services

💬 Chat feature in your personal account (You can read up on issues that each service handles here 🔝)

We’re always trying to make your interactions with our support services as efficient and pleasant as possible for you. In an effort to reduce the number of chat windows you have to keep open, we’ve made it so that you can contact the Teacher Care service with any questions you have regarding the students. Whenever managers need outside assistance, they will simply contact the right person from another service directly.

The response time will remain the same: around 24 hours for the Teacher Care service. Depending on the complexity of your request and the overall number of requests, processing may take anywhere up to 48 hours.

• Teacher Care chat: your one-stop destination for any issues apart from technical difficulties
• Support chat: lightning-quick solution for all your technical need

How to contact the service via chat

• From the list of contacts, find the Teacher Care chat
• Then, select the topic from the list of suggestions

💡 If none of the suggested topics seem to fit, simply type in your question and send it. It will be added to the queue of requests, and our operators will get back to you as soon as they can in this chat.

Other ways to contact the services

🟡 Teacher Care: caring for our teachers

• Inner workings of the Teacher Care service.
• Inner workings of the United Teacher Care service.
• Inner workings of the Methodology Care service.
• Methodology Care is not meant to be working on lesson plans in your stead, but they can help you with recommendations and useful resources that you can use in preparation for your lessons.
• It make take the Methodology Care operators some time to find the recording of a trial lesson.

What can managers help you with?  (Read up on what each of the services handles here)

• Administrative issues
• Financial issues
• Agreements, references and other documents
• Methodology issues

How to contact?

• Via the Teacher Care chat in your personal account.
• Via phone in emergency situations (some unforeseen events across the town or the country as a whole, like network connection or power failures):

•  Email

Teacher Care: teachers.care@skyeng.ru for any non-pressing issues

Methodology Care: 

• methodologists.care@skyeng.ru

Opening hours

Daily, from 9 a.m. to 10 p.m. GMT+3.

🔵 Tech Support: caring for your technical issues

What can managers help you with?  (Read up on what each of the services handles here)

Every manner of technical issues:

• problems with logging in to your personal account;
• connectivity issues;
• problems opening and entering the classroom;
• issues with content;
• other issues on the platform.

How to contact?

• Urgent issues: via the Support chat in your personal account.
• If you don’t have access to your personal account, use the Online Chat. widget at skyeng.ru (use the Incognito mode to access). Here's how it looks.
• Non-urgent issues: via email at tech@skyeng.ru.
• In emergency situations: via phone at +7 (800) 555 4522.

Please specify the following:

• Student name and ID if it’s related to the student;
• Screenshot of the error message will help managers resolve your issue much faster. You can upload it and add it as a link to your message.

💡 You can use these programs to create screenshots: Prntscr, Joxi.

Please note that if your student is experiencing any technical issues, they should contact tech support directly, from their personal account.

Opening hours

24/7.

Other serivces

• Counseling for teachers.
• Questions regarding referrals: support.referral@skyeng.ru.