As soon as your payment is confirmed, your request moves to “Looking for a technician”. From then until the appointment, WE are the ones working, not you. That apparent silence is normal operation.
Who picks the Technician
Our team. The system first builds the list of Technicians eligible for YOUR request — the right mode, your language spoken fluently, your city for an on-site session, a compatible workload and slots. A person then chooses from that list.
You do not pick your Technician, and you do not see the candidates. That is a deliberate choice: it avoids sessions assigned by whoever clicks first, and guarantees the language and the topic match.
How long it takes
- The Technician asked has 6 hours to answer. If they decline or stay silent, another is asked.
- The platform gives itself 48 hours after your payment to find you someone.
- Past that deadline with no Technician, your case is flagged to our team, who get back to you.
How the appointment is set
Once the Technician is committed, it is again our team that fixes the time — not them, not you. Your slots are the basis, but they are not binding: the choice accounts for the Technician’s real availability and stops the same hour being promised twice.
When the time is fixed, your request moves to “Appointment confirmed” and the practical details appear: the video link for a remote session, the address and landmarks for an on-site one. You also receive a reminder before the session.
What you do NOT have to do
- do not restart the payment: it already went through, a second attempt would create a second payment;
- do not create a second request: only one can be open at a time;
- do not look for a Technician yourself: a session arranged off-platform is neither tracked nor covered;
- do not look for the video link before “Appointment confirmed”: it does not exist yet.
Avoid If no Technician is found, you are not left without an answer: our team is alerted automatically and picks up your case. Any refund is decided and prepared by them — it is not automatic. If nothing moves even so, write to the Support Centre with your request’s reference.
You can cancel your request as long as the session has not started. The consequences depend on when: see the article on problems.