Frequently Asked Questions

Eve FAQ

Issue with Tutor

My tutor closed the interaction without properly answering my question.

We are sorry that this happened to you. Please click here to leave a ticket for our customer service agents. Please explain what happened and we will get back to you in 1 working day.

If the tutor behaved against our Terms of Service, we will refund you your question

My tutor gave me a wrong answer to my question.

We are sorry that this happened to you. Our tutor application process ensures that only the most capable individuals are allowed to teach subjects on Snapask. However, once in awhile, even the best make mistakes.

Please click here to leave a ticket for our customer service agents. We will reply you in 1 working day.

My tutor accepted my question but is not responding to me.

We are sorry that this is happening. Though our tutor sometimes need slightly more time to work on the problem, you could end your session with the tutor inside the chat interface if your tutor has been away for more than 5 minutes after picking up your question.

Please click here if you wish to leave a ticket for our customer service agents. We will reply you in 1 working day.

My question is not being picked up by any tutors.

We are sorry that this happened to you. You can always cancel the question and ask again later.

Here are some tips on asking questions on Snapask:

  • Make sure your photo is focused and well-lit
  • Don't put more than 1 question in a photo
  • Summarise the challenge you face with the question in the description
  • Try Snap Asking after 7pm, more tutors are online in the evenings
  • Remember to give a reasonable rating to your tutor after every session

Becoming a Tutor

How do I become a Snapask tutor?

Applying to be a tutor in Snapask is easy.

Simply register as a tutor on our website and submit the relevant documents required. Because we receive large amounts of applications, to make the application process more smooth, please ensure that the relevant materials are included in your application.

Our Tutor Managers will take at most 5 working days to review your application.

We look for tutors who demonstrate excellent performance in the subjects that they wish to teach on Snapask.

Since you have already signed up to be a student, we will need to reset your account as tutor. Please click here to speak with are customer service agents regarding your issue.

How long is the tutor application process?

The process takes 5 working days at most. Assuming that all required documents have been submitted by the applicant

Issue with Student

My student is unresponsive after I answered the question. And has not closed the session.

Thank your for helping our Snapask students!

On Snapask a tutor can engage in three question answering sessions at any one time. You can exit the current session by pressing the "Back" button on the top left corner and resume the session later.

If you haven't received any reply from your student after 15 minutes, we advise you to politely explain your student's prolonged absence from the conversation, and end the session

My student asked more than 1 question.

We're sorry you're facing this issue. Snapask students are only supposed to ask one question per session.

However, if the student makes the mistake of asking more than one question per session. We advise you to ask the student which question he/she would preferred answered, and invite them to post the other question in a parallel session. Every student can engage in 3 parallel sessions at any one time

My student has given me an unfair rating.

Sorry that this is happening to you. We know it is frustrating when you don't get the ratings you deserved despite doing your best.

You can request for an appeal by filling out this form. We will get back to you on the appeal results after we have processed your request in 3-5 working days.

My student is asking me for my personal telephone number.

Please explain to the student that Snapask is an educational platform, and not a social channel. You are therefore unable to hand out your personal information. They are welcome to post questions on Snapask and might run into you again!

Handing out your personal information is strictly against the Snapask terms of service. Handing out personal information to students will get your tutor account banned from Snapask.

Becoming a Tutor

How do I become a Snapask tutor?

Applying to be a tutor in Snapask is easy.

Simply register as a tutor on our website and submit the relevant documents required. Because we receive large amounts of applications, to make the application process more smooth, please ensure that the relevant materials are included in your application.

Our Tutor Managers will take at most 5 working days to review your application.

We look for tutors who demonstrate excellent performance in the subjects that they wish to teach on Snapask.

Since you have already signed up to be a student, we will need to reset your account as tutor. Please click here to speak with are customer service agents regarding your issue.

How long is the tutor application process?

The process takes 5 working days at most. Assuming that all required documents have been submitted by the applicant

Being a Tutor

Why I am not receiving any question pick-up notifications?

This is most likely because you have turned off notifications for the Snapask application. Please check your notification settings and make sure you have enabled push notifications from Snapask.

Also note that the pickup rate is very fast among Snapask tutors. The question pick-up-rate in Snapask is usually under 12 seconds. GoodLuck!

How can I see my last rating?

Thank your for helping our Snapask students! Snapask students will be able to rate the sessions after the question has been closed.

If the student decides to leave you a rating, you will receive a notification from the Snapask application

How can I cash out my earnings?

Thank your for helping our Snapask students! To request the cashing out your earnings, simply tap the "Cash Out" button in-app before the 28th of each month.

Please make sure that you have filled in your bank details, and the payment will be transferred to you at the end of the month.

How do I change the university on my profile?

If you would like to change the university on your profile, please email cops@snapask.com with the title "Change School" along with:
1. Name of School,
2. Proof of school enrolment (student id, school transcript, acceptance letter, or completion letter). The update may require 3-5 days to process.

How do I cancel my current subscription?

We are sorry to see you leave us. Terminating your Snapask subscription is dependent on where you activated your subscription.

If your purchased your subscription on the web. You will have to log in and cancel your subscription on the Snapask website.

If you purchased your subscription on Apple's App Store you will have to cancel your subscription through iTunes.

If you purchased your subscription on Google Play you will have to cancel your subscription in Google Play.

As long as you cancel your subscription before the next billing cycle, you will not be charged for a new month.

At Snapask we are concerned with the satisfaction of all our users. Would you be willing to leave some feedback for us as to why you are leaving Snapask?

Why do I have to pay every month?

In order to provide high quality academic support, Snapask must select top-tier tutors, and pay them to encourage their active participation.

By paying a reasonable price, you can have all our tutors at your disposal, helping you cover all your difficult subjects. You can choose what to ask, and when to ask it.

You can browse through our various Snapask packages here

I am being charged twice by Snapask

We apologize if you are being double charged every month. This happens when students accidentally subscribe to multiple packages without canceling the older package.

In order to fix this issue you will have cancel your older subscription.

Please click here to leave a ticket for our customer service agents to help you out with your refund

I want to upgrade to another plan

In order to upgrade to a new plan you should first cancel your subscription. And then select the new subscription you would like to sign up to.

I want a refund for my subscription.

We are sorry to see you leave us.

Please click here to speak with are customer service agents regarding your issue

How do I change my curriculum?

You can change your chosen curriculum by tapping on "View And Edit Profile" This will take you to the page where you can edit your profile information.

Do I have to pay for Snapask?

It depends on what you want to do on Snapask.

Asking Questions on Snapask: You will initially get 3 free question. Once you finish the free questions, you will have to pay for additional subscriptions.
You can browse through our various Snapask packages here.

Doing Practice Questions on Snapask: There are over thousands of practice questions on Snapask that you can do to improve in your grades. You can do as many practice questions as you want for free.

How are Snapask tutors selected?

Snapask tutors are selected and maintained purely based on merit.

In order to tutor a certain subject in Snapask, the tutor must have obtained distinction on the respective subject's examination. Only then will tutors be considered.

After each question a tutors answer. We allow students to give the tutor a rating from 1 (poor experience) to 5 (great experience). Only tutors who have an average rating of 4.2 are allowed answer questions on Snapask.

I want to speak to Customer Service

We hope everything's going well. You can click here to speak with a live customer service agent. Please be reminded that response time may vary depending on work hours.