Payment Issues

Card Declined

If a student's card is declined during booking, here are the most common causes:

For Students

• Insufficient funds — Check your balance and try again
• Card expired — Update your card details
• Incorrect details — Double-check the card number, expiry date, and CVV
• Bank blocked it — Some banks flag international transactions. Contact your bank to approve it
• 3D Secure failed — If your bank requires verification, make sure to complete the popup

Try using a different card if the issue persists.

For Tutors

If students report card declines:

• Confirm your Stripe Connect is active (green badge in Settings > Payments)
• Ask the student to try a different card
• Offer manual payment as a backup option
• Direct the student to contact their bank

Stripe Connect Not Connecting

If you're having trouble setting up Stripe Connect:

"Onboarding incomplete"

You may have started the Stripe onboarding but didn't finish. Go to Settings > Payments and click Connect with Stripe to resume where you left off.

Verification Issues

Stripe requires identity verification. Common problems:

• ID photo unclear — Retake the photo with good lighting, ensuring all text is readable
• Name mismatch — Your ID name must match the name you entered in Stripe
• Unsupported country — Check that Stripe supports your country

Still Stuck

If Stripe keeps rejecting your application:

1. Log into your Stripe Dashboard directly at dashboard.stripe.com
2. Check for pending requirements or error messages
3. Contact Stripe Support for account-specific help

Delayed Payouts

Normal Payout Timeline

Stripe payouts typically arrive in 2–3 business days (UK). First-time payouts may take up to 7 days as Stripe verifies your bank details.

Why Payouts Might Be Delayed

• New account — First payouts take longer while Stripe runs checks
• Bank holidays — Payouts don't process on bank holidays or weekends
• Verification pending — Incomplete identity verification can hold payouts
• Unusual activity — Stripe may review accounts with sudden spikes in volume

Checking Payout Status

1. Go to Settings > Payments
2. Click View Stripe Dashboard
3. Navigate to Payouts to see pending and completed transfers

Refund Process

For Tutors

To refund a student:

1. Go to Dashboard > Bookings
2. Find the booking to refund
3. Click Refund
4. Choose Full refund or Partial refund
5. Confirm

Refunded amounts are deducted from your next payout.

For Students

If you need a refund:

1. Contact the tutor directly to request a refund
2. If the tutor agrees, they'll process it through TutorLingua
3. Refunds typically appear on your statement within 5–10 business days

Refund Timeline

| Payment Method | Refund Timeline | |---------------|-----------------| | Credit card | 5–10 business days | | Debit card | 5–10 business days | | Manual payment | Handled directly between tutor and student |

Need More Help?

For payment issues we can't resolve, you may need to contact:

• Your bank — For card declines and blocked transactions
• Stripe Support — For Stripe Connect and payout issues (via your Stripe Dashboard)
• Us — For anything TutorLingua-specific

Still need help? Contact us at support@tutorlingua.co