Help Centre

Quick answers for students, parents, and teachers.

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Student questions

Answers about lessons, bookings, progress, account settings, and joining the classroom.

How do I change my time? Students Account

There are two different things you may want to change.

To change your time zone: go to My Account → Time zone and choose the correct time zone for your location.

To change the time of a lesson: open your booking and use the available cancellation or rescheduling option. Please always check the lesson date, time, and time zone before booking or cancelling.

Where do I find my lesson? Students Lessons

If you cannot see a lesson you expected, check that you are logged into the correct account and contact support if it is still missing.

Can I cancel or reschedule a lesson? Students Bookings

Yes, where the platform allows it. Open your booking and use the available cancellation or rescheduling option.

The amount of credit returned may depend on how close the cancellation is to the scheduled lesson start time.

My classroom is not loading. What should I do? Students Technical

Refresh the page, check your internet connection, allow camera and microphone permissions, and try another browser if needed.

If the issue continues, contact support with your account email, lesson time, device, browser, and a screenshot if available.

Parent questions

Answers for parents and guardians managing child learner accounts, bookings, payments, and safety.

Can parents manage a child’s account? Parents Child Learners

Yes. For child learner accounts, parents or legal guardians normally manage the account, bookings, and payments.

Please make sure the child joins from a safe and appropriate environment.

What should I do if I have a safeguarding concern? Parents Safety

Contact Fluent-Online support immediately and include the child’s account email, teacher name, lesson date and time, and a clear description of what happened.

If a child is in immediate danger, contact local emergency services first.

Where are returned credits added? Parents Payments

Returned credits are normally added back to the Fluent-Online account. If a cash refund is required by law or approved by Fluent-Online, it will normally be made to the original payment method where possible.

Teacher questions

Answers about teacher schedules, students, lesson reviews, materials, and dashboard tools.

Where do I manage my teacher schedule? Teachers Schedule

Keep your availability accurate so students only book times you can attend.

Where do I see my students? Teachers Students

Open My Students from the teacher dashboard.

Where do I submit a lesson review? Teachers Lesson Review

Use the lesson review area after a completed lesson. Keep feedback short, specific, and useful for the student’s next step.