Teacher Frequently Asked Questions

Email Bug and Fix of Feb 9, 2021

There was a drop in the relay of replies sent via email for the past week or so. Our development team has issued a fix, and the missing emails have been going out since last night. We believe the messaging system should be fully functional again now, and apologize for any confusion! Please reach out to us if you notice any other irregularities. - Claire

Contact Us for Immediate Assistance: 

  • Chat with us at the bottom of any page on the site, during our live chat hours. 
  • Call us toll-free within the US at 800-211-7058 or directly at 718-577-2100. 
  • Email jess@lessonface.com
  • Report an issue here.

Get Involved with Other Lessonfacers

Setting Up and Editing Your Profile Page​

Students & Booking / pre-lesson questions

The Lesson

Recording

Group Classes

Payment Questions

After the Lesson

​Handy Links to Share with Students


How do I edit my profile?

From the green menu on the left side of your screen, you can hover over the options to see each category, or expand the menu by clicking the arrow at the top. Choose Availability to modify your upcoming availability, Personal Info to edit the bio, teaching style, credentials, curriculum, and photo and videos. Choose Rates and Expertise to change your rates or to set up discounts.


How do I set up discounts?

To explore the options go to the green left-hand menu and click the Rates and Expertise tab. There are lots of options with the new discounts. You can also view our webinar where we describe the changes.
Here are the different options of discount and subscription that you can now offer:

1. Subscriptions: Students can now choose to subscribe for weekly lessons with you! From now on for those who wish, there’s no surprising ‘last lesson’ of the package and lessons will go on on a weekly basis as long as the student wishes to have them so. Students can move lessons around, and even to future months in order to take a skip week or account for other scheduling demands.
To encourage students to subscribe you can discount their weekly lessons. To set up that discount go to the ‘Discounts and Promotions’ tab, click ‘Add Price List’ and choose ‘Subscriptions only.’ Then you can decide on a price to offer for those who choose to sign up for a subscription. Payments to the teacher will happen on the regular schedule, that is, on the Friday after the lesson has been marked completed. Read more about how subscriptions work here

2. Offer a special price for selected students: If you have some great students who you want to reward by giving a discount, you can now do so as well! 
Go to the Discounts and Promotions tab, click ‘Add Price List’. Then you can decide on a price to offer for these students. They must be registered on Lessonface and be one of your contacts (they can become one by simply sending you a message). Choose ‘Limit to specific students’ and add the names whom you would like to give your special rates to.

3. Buy X, get Y free discounts: Here’s a very cool discount option that can be used in a few different ways! Here are a couple of examples:
    •    New students ‘buy 1, get 1 free’ - There’s an option to limit the number of times a student can use a discount, and even an option for the discount to be available for new students only! So you can offer a ‘starter package’ of 1+1 or 5+2 so that a student will already start with a bit more commitment and consistency. 

    •    Buy 5 lessons get 1, Buy 10 lessons get 2 Free etc, can encourage students to have a longer learning process and helps the student’s commitment at a good price. 


Payments for these lessons to the teachers are spread across all the lessons, including the free one. So if you offer "buy 1, get 1 free," each of those two lessons would be paid out at 50% of your usual fee, with the Lessonface fee coming out as usual. 

To add a discount option of ‘Buy X get Y free discounts,’  go to the Discounts and Promotions tab, click ‘Add Buy X get Y free discounts,’ and customize your discount. 

4. % Off Discount: You now have the option to choose any % discount off your heart desires! You can even curate a special offer for a certain month. For example: "August special! I now offer 5 lessons for 20% off" (as mentioned before, a discount can be tailored for new students only and/or for a certain time period). Here’s another example: "Beginning of School Special! 30% off 10 lessons - start strong with lessons for the entire semester!"

To add a discount option of ‘% Off Discount,’ go to the Discounts and Promotions tab, click ‘Add % Off Discount,’ and customize your discount.

The discounts can be offered for a limited time, can be limited to only new students, or to specific students. We hope you find these useful! Let us know if you run into issues or have ideas for different types of promotions or discounts you would like to offer.


How does my profile move up the list?

Teacher profiles are visible to students in an order determined by the amount of “points” a profile has. Teachers gain points by having high student retention rates, getting reviews, and participating in the forum.


How do I get tags and/or audition prep on my profile?

There are a couple of lesson categories and tags that can be added to teacher profiles with admin approval. The lesson categories that need approval are: Audition Prep from Berklee Alumni, Audition Prep from New School Alumni, Audition Prep from Juilliard Alumni, Audition Prep from Broadway Performer, and Students with Special Learning Needs. Additionally, teachers who have a US SSN can choose to take a background check, and pending approval, have a tag added to their profile that says “Background checked.” In order to have any of these tags added to your profile, send a message to jess@lessonface.com.


How do students book lessons?

Students will book lessons directly on the teacher’s profile page, unless the teacher has not included any availability.

Teacher has availability: Students will click on the button “Book a Lesson” and choose the lesson type, duration, and skill level. Next, they will be brought to the teacher’s availability calendar where students can select the lesson time. Once all of the lesson details have been confirmed, the student will be brought to the checkout page where they will purchase the lesson with a credit or debit card. Here, they will see the option to purchase a lesson package and be able to view all of the discounts the teacher offers. If the student has credits in their account, the credits will automatically be deducted on the checkout page as well.

Teacher does not have availability: If a teacher has not included availability, they will need to invite students to lessons with a date and time already selected.


How can I view students’ profiles and time zone details?

On the teacher dashboard, there is a section with contacts. Any student that a teacher has had a lesson with or communicated with via message will show up in the contact section. From the contact section, a teacher can either send a message, create a lesson, or view a student’s profile. To view the student’s profile, click on the arrow on the right end of the student’s name.


How do open inquiries work?

When a student is looking for lessons on Lessonface, instead of (or in addition to) choosing a specific teacher to contact and book, they can post an inquiry on the website with information such as lesson category, learning goals, experience level, and the date they're looking to get started.

Inquiries are site-wide posts that only featured Lessonface teachers can see and respond to. Teachers are able to see and respond only to inquiries created for categories that they teach.

IMPORTANT: Inquiries are not directed specifically to one teacher.

Email notifications for when an inquiry is posted are not sent to every teacher in the category, but still, all featured teachers have access to all the inquiries posted for their categories by coming to this page. Notifications are sent to the five teachers with the most lessons in the category, plus five teachers chosen at random by the system.

Learn a good strategy for responding to inquiries here: The Perfect Inquiry


The student booked the wrong time, what do I do?

If a student booked the wrong time, there’s no need to worry! Up to 24 hours ahead of the lesson time (the old and the new lesson time), a student can reschedule the lesson. If the lesson is occurring within 24 hours, the teacher will need to do the rescheduling. This can be done by going to the tab for lesson schedule and clicking the arrow right, located at the right end of the lesson details. This will bring up some more options about the lesson, including a reschedule option. From there, the teacher can select the new lesson time.


I can’t make the time the student booked, what do I do?

It is important to make sure your Lessonface calendar is up to date, but there may be times something comes up. If you can’t make a lesson with a student, send him/her a message right away and ask if they mind rescheduling. As the teacher, you are able to reschedule the lesson at any time -- even if the time for the lesson has passed. Instead of cancelling the lesson, it is best practice to keep the lesson live until you and the student have decided on a time. Once you have confirmed a new time with the student, you can reschedule the lesson to the new time. If a student prefers a refund instead of a rescheduled session, reach out to jess@lessonface.com, and we can help with this.


How do I reschedule?

Up to 24 hours ahead of the lesson time (the old and the new lesson time), a student can reschedule the lesson. If the lesson is occurring within 24 hours, the teacher will need to do the rescheduling. This can be done by going to the tab for lesson schedule and clicking the arrow right, located at the right end of the lesson details. This will bring up some more options about the lesson, including a reschedule option. From there,  the teacher can select the new lesson time.
 


How does lesson unscheduling work?

Lessons on Lessonface can be unscheduled. When a lesson is unscheduled, it will show on your lesson schedule with a "Schedule Pending" banner next to it. Any user can click on a schedule pending lesson to schedule it at any time, with the exception of teachers that don't have open availability slots and are responsible for handling their lesson scheduling themselves.

Here are a couple of examples of when we recommend using the lesson unscheduling feature:

• You are a student and you are looking to take a short break from your lessons but don't want to cancel them altogether;
• A previously scheduled lesson didn't take place for some reason and the teacher wants to let the student choose a new time for the lesson. Since the Lessonface system won't allow the lesson to be rescheduled by the student because the lesson has passed the 24-hour notice mark, unscheduling it will then enable the student to choose a new time for the lesson;

When a lesson is canceled, the credits for the lesson go back automatically to the student's account, but still, the student needs to go through the checkout process to reconfirm the lesson if they wish to do so. Unscheduling the lesson allows the lesson to remain confirmed, without the need for the student to go through check-out one more time.

As part of our 24-hour cancellation policy, students are only able to unschedule lessons up to 24 hours before the lesson time.

You can view your "Schedule Pending" lessons by clicking the dropdown menu on the lesson schedule and switching to "Schedule Pending". Check out the screenshot below.


How will I know I have a lesson?

Teachers will receive emails regarding important notifications on the site, such as lesson booking, time change for a lesson, and messages received. Be sure to keep your email up to date on your Lessonface account and to add jess@lessonface.com to your address book.


How much notice will I have for a lesson?

Teachers will always have at least 24 hours notice for a lesson that is booked or rescheduled.


How do I message my student roster?

You can message a group of students by clicking the compose button on your Dashboard or Messages page and adding your students from the dropdown menu. Add as many names as needed. Group messages on Lessonface work the same way as in a "bcc" email: The recipients are not able to see the list of contacts the message was sent to, and when a user replies, the reply is sent only to the teacher. 


How can I test my Zoom set up?

Teachers and students can test and download Zoom by visiting the “video test room.” This option can be found in a drop down menu located in the top right corner of the screen. It is located to the right of the shopping cart image, and is a circle with your photo in it - if you have a profile image. In that menu the sixth option is labeled “video test room.”


How do I join a lesson?

There are two ways to join a lesson, through your dashboard or via email.

Dashboard: On your dashboard, there is a section for “Lesson schedule,” which displays the details for the next four lessons coming up on your schedule. Thirty minutes prior to the lesson start time, the tag that once said “Scheduled” in a blue box will change to say “Join” in a green box. If it is thirty minutes prior to the lesson time and the lesson does not say “Join” on it, try refreshing your webpage. Once you are ready to join the lesson, you can click on the lesson you are trying to join, and this will bring up some lesson details, including a button that says “Join.” When you click on the join button, this will open up zoom and bring you to the video conference room with your student.

Email: 24 hours prior to the lesson time, you and your student will receive an email with a subject line “Upcoming Lesson Details.” Underneath the text describing the lesson time, duration, and type, there will be a link that says “Click here to join the session.” You can use this link the enter the lesson beginning 30 minutes prior to the lesson start time.


How does the student join the lesson?

Your student has the same options to join the lesson as you do. They can either join via their dashboard or by clicking the link in their upcoming lesson details email sent 24 hours prior to the lesson.


Student/teacher Zoom troubleshooting tips

If you are experiencing trouble with Zoom, there are a couple of quick fixes that you can try. First, you can try ending the call and joining in again. This has been especially useful if the audio sounds distorted and you’re sure your audio has been working fine previously. If this doesn’t work, the next thing to try is a computer restart. This solves most of the problems we see occurring with using Zoom. If these two strategies don’t work, you should visit the video test room to see if the problem persists there. This can help diagnose if the issue is occurring on your end or on the student’s end. If nothing seems to be working, contact us and we can help to diagnose the issue. If this is a timely issue and the Lessonface office is closed, you can try reaching out to Zoom’s customer support. In an emergency, it is totally acceptable for students and teachers to meet using an alternate video conference service if this is available to both the teacher and student.
If you are a power user and are comfortable diving deeper into the Zoom software settings, we offer an additional feature on Zoom that can improve the audio quality for users. Reach out to jess@lessonface.com and ask about Original Sound for more information. 


How do I put notes on a lesson?

If you would like to put notes on a lesson, you can do so by going to the tab for lesson schedule and clicking the arrow right, located at the right end of the lesson details. This will bring up some more options about the lesson, including a “shared notes” tab. Under “shared notes,” you will see an option for “add notes” along with any previous notes you have written on that lesson.


How do I upload attachments on a lesson?

If you would like to upload an attachment on a lesson, you can do so by going to the tab for lesson schedule and clicking the arrow right, located at the right end of the lesson details. This will bring up some more options about the lesson. Under the “attachments” tab you will see an option for “add file” along with any previous files you have uploaded.


What do I do after the lesson?

After the lesson has been completed, be sure to click the thumbs up letting us know it happened. You can find all the lessons you need to acknowledge by the drop down menu in the Lessons section of your Dashboard and clicking Needs Attention. This is how you mark the lesson for payment. Additionally, it would be great to reach out to the student via message or the notes section to reiterate any points you made during the lesson or just to say great job!


The student didn’t show up, or tried to cancel late, what do I do?

All teachers are protected by our 24 hour cancellation policy, so if your student cancels at the last minute or doesn't join the lesson, you can acknowledge as “completed, unsuccessfully”. That would generate the payment but prevent the student from leaving a review since that’s not a lesson that actually occurred. In the event where you prefer to reschedule the lesson with a student instead, once you have selected a new time with the student, you can reschedule the lesson. Important note: Teacher must be present on Zoom for at least 50% of the time of the lesson in order to acknowledge a lesson as “completed, unsuccessfully.” One idea for smoothing a missed lesson with a student would be to spend some of the time waiting for the student recording exercises or example songs for the student to review later. 


How do I record the whole lesson?

The recording option is only available on the teacher’s end of Zoom, so if you or your student would like to record a lesson, this will need to be done by the teacher. To record the whole lesson, you can just hit the record button in the menu that pops up in the bottom of Zoom. Zoom will let you know that the lesson is being recorded and you’ll be rolling!


How do I record a part of a lesson?

The recording option is only available on the teacher’s end of Zoom, so if you or your student would like to record part of a lesson, this will need to be done by the teacher. To initiate recording, you can hit the record button in the menu that pops up in the bottom of Zoom. Once you’ve started recording, you will have an option to then stop recording or pause recording. If you know you’re finished recording for that lesson, click on the square button on the right half of where the record option previously was to end the recording. If you’d like to pause the recording and record a part of the lesson later on, you can click the button with parallel lines on the left half of where the record option previously was. You can come back to this button later to resume recording.


How do I disable recording?

In order to disable recording, you can visit the settings option in the left side green menu. You will automatically be brought to a section that says “account” with two tabs to the right of it. Click on the tab that says “site,” and scroll down to find the section labeled lesson recording. There is a box here that says “Do not allow my lessons to be recorded for later review.” If you would like to disable recording, make sure to check off this box and click save on the bottom of the page. If you decide at a later time to enable recording again, you can do so by visiting this page and unchecking the box and hitting save.


How do I enable recording?

In order to enable recording, you can visit the settings option in the left side green menu. You will automatically be brought to a section that says “account” with two tabs to the right of it. Click on the tab that says “site,” and scroll down to find the section labeled lesson recording. There is a box here that says “Do not allow my lessons to be recorded for later review.” If you would like to enable recording, make sure this box is unchecked and click save on the bottom of the page. If you decide at a later time to disable recording again, you can do so by visiting this page and checking the box and hitting save.


How do I watch a recording?

In order to watch a lesson recording, you will need to visit the lesson associated with the recording. Once you have found the lesson, you can view the lesson by clicking the arrow right, located at the right end of the lesson details. This will bring up some more options about the lesson. Under the “recordings” tab you will see any recordings that were captured during the lesson.


Can the recording be downloaded?

There is no download button on the recording, but lessons may be right-clicked and downloaded.


How can I apply to teach a group class on Lessonface?

You can submit group class proposals to us by going to the Teach Group Classes page.


Viewing and messaging the class roster

Once your group class is open for enrollment, you can view and message the class roster by going to My Classes and Events, clicking on your class under "My Group Lessons", and opening the Class Roster tab.

Group messages on Lessonface work the same way as in a "bcc" email: The recipients are not able to see the list of contacts the message was sent to, and when a user replies, the reply is sent only to the teacher. For group discussions related to a class, we recommend creating a forum topic on the Lessonface Forum.


How to start the class

As the teacher of a group class, you are host, and so will start the class meeting. The "Join" Zoom link can be accessed from the reminder email, from the Lessonface Dashboard, and from the Enrolled class page. The Join button appears on Lessonface, and the link becomes active in the email reminder 35 minutes before the class start time. Note that the class session will start recording as soon as you join! As the host, you have the power to stop, or pause, and re-start the recording for the class. If you end the meeting, the session will end for everyone.


The student missed the lesson, what do I do?

All teachers are protected by our 24 hour cancellation policy, so if your student cancels at the last minute or doesn't join the lesson, you can acknowledge as “completed, unsuccessfully”. That would generate the payment but prevent the student from leaving a review since that’s not a lesson that actually occurred. In the event where you prefer to reschedule the lesson with a student instead, once you have selected a new time with the student, you can reschedule the lesson. Important note: Teacher must be present on Zoom for at least 50% of the time of the lesson in order to acknowledge a lesson as “completed, unsuccessfully.” One idea for smoothing a missed lesson with a student would be to spend some of the time waiting for the student recording exercises or example songs for the student to review later.


When will I be paid?

Teachers are paid on Friday each week for lessons that have been acknowledged by Thursday at midnight Eastern time (US) of the same week. The longest a teacher would need to wait to be paid is 8 days, if a lesson occurs on a Friday you will be paid on Friday of the next week - so long as it is acknowledged by the next Thursday at midnight.


My payment isn’t correct, what’s up?

Sorry your payment wasn’t correct! We promise that it is a mistake, but it unfortunately happens sometimes. If your payment isn’t correct, send an email to claire@lessonface.com as soon as you notice, and we will correct the payment ASAP.


Do I get a 1099 from Lessonface?

Teachers based in the US who make over $600 within a year that is paid via Stripe or check will receive a 1099-NEC from Lessonface. If you have questions, reach out!

Which payment method is best?

Direct Deposit: An option for US-based teachers. Your payment will be delivered to you free of charge, on an automated basis, so long as you link a US bank account to your Lessonface profile.

PayPal: This option is required for teachers located outside the US. PayPal has a fee structure that we do not control. If you are using PayPal, check directly with PayPal to best understand their policies on accepting payments.

Check: An option for US-based teachers only. We charge a processing and postage fee of $3/check.
 


How does the student leave me a review?

When you have marked a lesson completed, the student is prompted to leave their review on the lesson. If you mark a lesson completed, unsucessfully (as in the case that the student did not sign in and did not give adequate notice), the student is able to leave a review of the platform but not of the particular lesson.


 

Why hasn’t the student booked another lesson with me?

It is best practice to follow up with a student after the lesson. Even if you went over a full set of goals and lessons with them in the lesson, some students still need encouragement to continue booking. You can read some tips on following up with students, written by Lessonface teacher Yonit Spiegelman.


How do I send my student materials from the lesson?

To send your student material from the lesson, you have a couple of options.

To send material via Lessonface message: find the student in your contacts section, found on your teacher dashboard. You can send a message to the student via Lessonface by clicking “Message.” You will have the option to upload files up to 32 MB.

To attach material to a specific lesson: find the lesson you would like to attach material to in your “past lesson” section. Once you have found the lesson, you can view the lesson by clicking the arrow right, located at the right end of the lesson details. This will bring up some more options about the lesson, including “Shared Notes,” “Attachments,” and “Recordings” (you will only see the “Recordings” tab if a lesson was recorded). In order to attach files, visit the “Attachments” tab and click “Add Files.” In order to write notes associated with the lesson, click “Shared Notes,” and click “Add Note.”

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