When a technical problem affects your class

If a class does not go as it should because of a technical problem, tell support (the help chat or WhatsApp) with the date and time of the class and what happened.

When we add an hour back

• The problem was on our side or the teacher's side (for example the classroom stopped working, or the teacher's connection or power failed): we add 1 hour to the class's package. This happens once per level at once; a further case in the same level is reviewed by a second team member.
• The recording of your class is missing because of a problem on our side or the teacher's: report it from My classes (Report a missing recording). We add 1 hour to your package and close your report.

When an hour is added, we tell you by email and in your notifications. The hour goes into the same package and keeps its expiry date.

When we do not

• The problem was on your side. You are responsible for your own device and internet connection (student terms 14.3), so no hour is added. Support may still look at an exceptional case.
• Your teacher did not come. Your hour has already come back with 1 extra hour, so nothing more is added.

Updated 2026-10-22