Frequently asked questions

Your SOE advisor chooses for you, among the tutors SOE recruited and checked. They rely on your request: class and subjects, preferred times, the lessons address and, if you state it, your preference for a man or a woman. You see the tutor’s profile before signing, and you can later ask for a replacement, with a reason.

Your quote arrives within 24 working hours of your request. It remains valid for 7 days: you can accept, negotiate or decline it from your space.

Yes. From your parent space, choose “Ask for a replacement” and give a reason: incompatibility, punctuality, level, behaviour or other. While the sessions are not scheduled yet, SOE restarts the search at once. Once the lessons are in place, your advisor calls you back, tells you the delay and presents the new tutor. You do not pick the replacement: your advisor does.

From your parent space, under “Co-parents”, invite the other parent or a relative by e-mail. You choose what they can do: follow in read-only mode, or also approve the session reports. They create their account from the invitation, or sign in to theirs, then follow your children with you.

Yes, after 4 approved sessions with them: a rating from 1 to 5 and a comment, from the “Reviews” section of your parent space. You can edit it later. SOE moderates reviews; they are shown to the families this tutor is presented to.

Yes. Talk to your SOE advisor, who helps you through it; the conditions for stopping are set out in the terms of sale. For a simple break (holidays, illness), SOE can pause the follow-up at your request: the upcoming sessions are suspended, not deleted, and scheduled again when you come back.

Cancel from your space, with a reason, at least 24 hours before the session: it is cancelled free of charge. Within the same notice, the tutor can also move it to another time in the same month. A cancellation less than 24 hours before the session remains due.

Yes. The tutor can move a planned session, at least 24 hours ahead, to another time in the same month and for the same length. You are told in the app and by e-mail. To ask for a change yourself, contact your SOE advisor.

The tutor checks in with their phone: check-in opens 30 min before the session and is only accepted within 150 m of the lessons address. Without a reliable position, they ask you for the 4-digit code shown in your space. The arrival time appears in the session, then in the session report.

The session times, the topics covered, the homework set and the tutor’s observations. You approve or dispute it within 72 hours; without an answer, it is approved automatically.

You dispute it from your space, with a reason, within 72 hours. Your SOE advisor examines the check-in and the report, then decides: either the report stands, or your dispute is upheld and the session is not counted. Meanwhile, it is not paid to the tutor.

If your child’s safety is at stake, report it from a recent session, or call SOE. SOE steps in at once: the tutor is suspended and their upcoming sessions are suspended during the check; the families concerned are told, without detail. One exception: if SOE dismissed a serious report of yours about this tutor less than 30 days ago, the new report is examined without a new suspension. SOE then decides: the suspension is lifted, with or without a warning, or the tutor is deactivated and your advisor replaces them.

The price depends on your child’s needs: class, subjects, number and length of sessions. It is shown in your quote, free and with no commitment, sent within 24 working hours.

The first month is paid when the contract is signed. After that, the next month’s invoice arrives on the 25th, to be paid before the 5th by MTN MoMo or Orange Money. You receive a receipt for every payment.

A reminder is sent 7 days before the due date, another 2 days before, then an overdue notice 3 days after. If the invoice is still unpaid 10 days after the due date, the follow-up is suspended: the upcoming sessions are suspended until payment, then resume.

Create your account, apply to an offer, then complete your 7-section file. An interview, a test, the signature of the charter and the activation of your account follow.

Yes. You can apply as soon as your account is created; your complete file then lets SOE offer you this family or others.

Once your arrival is checked in, the report opens 10 min after the session starts; send it at the latest 24 hours after it ends. A report sent later is marked late and followed up by SOE. The family then has 72 hours to approve or dispute it; without an answer, it is approved automatically.

Every session whose report is approved is paid to you. Approved sessions are grouped in a monthly statement and paid at once, to your Mobile Money account or by transfer to your bank account. The amount per session is shown in each offer, in your tutor space.

The session is set aside until SOE decides, after examining the check-in and the report. If the report stands, the session is approved and paid with the next statement; if the dispute is upheld, it is not paid.

Yes. One account can have both roles; you switch between the parent space and the tutor space from your profile.

Open the “Forgot password” page and enter your e-mail or phone number: you receive a 6-digit code by e-mail to choose a new password.

To protect your account, sign-in is blocked after 20 attempts in 60 minutes. Wait at most 60 minutes before trying again, or use “Forgot password”: you choose a new password and are signed in at once. Still blocked? Contact us.