Guide for organisation administrators

Who this guide is for

You administer one organisation on the platform (role: Admin). You approve and moderate teachers, brand and configure your site, set your commission and teacher registration fee, and follow your organisation's earnings, payouts and AI billing. You do not run any single teacher's day-to-day teaching.

Before you start

An organisation registers on the registration page. The platform team reviews every registration, and nothing is set up until it is approved. Your account is your account, the same one you use across the suite.

Getting started after registration

1. Wait for the approval email. It is sent to the address you registered with, and holds a link to choose your password. If you already have a account, the email says so instead, and you sign in with the password you already have.

2. Open the link, choose a password and save it.

3. Open your organisation's address, the one named in the email, and select Sign In.

4. Select Continue with at the top of the sign-in page, and sign in with your email and the password you just chose. You are brought back to your organisation's site.

5. The first time you sign in, your organisation is set up from your registration: its name, its address, its country (which sets the currency your prices are shown in) and its city. You are its administrator, and you arrive on Teacher Approval.

If the page says We're still setting up your organisation — please try again in a minute, wait a minute and sign in again. Nothing is lost by trying again. If it keeps saying so, contact the platform team.

Your site starts plain: no logo, no colours of your own and no teachers yet. Good first steps are to brand your site, approve your first teachers, and set your commission, each described below.

Next time, open your organisation's address, select Sign In and then Continue with .

If you were sent an invitation link instead

Organisations the platform team set up before registration opened were given an invitation link rather than an approval email.

1. Open the invitation link you were sent. You do not need to sign in first.

2. Review your organisation's name and subdomain. You can change the subdomain now, and this is your last chance before it locks.

3. Choose a password, confirm it and select Activate account. You are signed in and taken to your admin console.

Next time, open your organisation's site, select Sign In and sign in with your email and that password.

Find your way around

The admin console works in a web browser on a computer, a tablet or a phone. The pages are the same; only where the menu sits changes.

On a computer or tablet, the menu is down the left side, under your organisation's name, in groups:

The top right holds the language switcher (English or French), the light and dark theme switch and the notification bell. To sign out, select Sign out, the icon beside your name at the bottom of the menu.

On a phone, the top bar shows your organisation's name, the notification bell and your picture. A bar along the bottom holds four tabs: Approvals (Teacher Approval), Moderation, Revenue and Support. The fifth tab, More, opens the whole menu, including Learners, Branding, Org Earnings, Commission and Guide. It also holds Appearance (System, Light or Dark), Language (English or French) and Sign out. Selecting your picture in the top bar opens More too.

On a phone, lists such as the teachers on Teacher Approval and the learners on Learners show one card per person instead of a table.

Use it on your phone

1. Open your organisation's address in your phone's browser and sign in as above.

2. The browser may offer, once, to install the app on your home screen. Select Install app. On an iPhone, the offer shows the steps instead: select the Share button, then Add to Home Screen. Select Not now to skip it.

3. The app then opens from your home screen like any other app, with the four tabs along the bottom and More for everything else.

The console starts in the same light or dark setting as your device. Choosing Light or Dark under More keeps that choice; System goes back to following the device. If a message says A new version is available, select Reload.

Approve and manage teachers

1. Open Teacher Approval (on a phone, the Approvals tab). The page itself is headed Teacher Management.

2. Choose a status tab: All, Awaiting Review, Registered, Active or Suspended.

3. Select a teacher to open the review panel with their bio, subjects, levels, languages, experience and qualifications. Use Full Profile for the standalone page.

4. Act from the foot of the panel:

   • Approve an applicant.

   • Request Info, write your message and select Send Request; or Reject, give a reason and select Confirm Rejection.

   • Suspend or Reactivate an existing teacher.

Find a learner

Learners is your organisation's register: every learner, with their photo (or their initials when there is none), email, level, how many classes they are in, when they were last active and their status.

1. Open Learners (on a phone, More, then Learners).

2. Type in Name, email or phone… to find a learner by name, email address or phone number.

3. Narrow the list with the filters: Status, Level, Teacher (learners in any of that teacher's classes), Class, Free or paid (learners in a free class, or in a paid one) and Joined (in the last 30 days, or earlier). Sort by orders the list by name, by when they joined, by who was active most recently, or by who takes the most classes. On a phone the filters are behind the Filters button, which shows how many are on; select Show … learners to close it.

4. Each filter that is on shows as a label above the list: select it to take that filter off, or select Clear filters. The count under the title is the number of learners matching the filters. Move through the list with the arrows at the bottom, and choose how many rows a page shows.

The filters are part of the page's address, so you can bookmark a filtered list or send it to a colleague, and the browser's Back button undoes the last change.

Select a learner to open their page. It shows their photo, large, with their level, when they joined and were last active, their email and phone (select either to write or call), and their subjects of interest. Below, every class they are enrolled in, with its teacher, how they enrolled (free, one-time payment, subscription or per session), their lesson progress, how many of the class's live sessions they attended, and how many exams they passed.

Under the photo, Add photo (or Change photo) and Remove photo set the learner's photo. It must be a JPEG, PNG, WebP or GIF image of 5 MB or less. It is private: only your organisation's admins and the learner's own teachers see it, through a link that expires after a few minutes. A removed or replaced photo is deleted after 30 days.

Moderate reported content

1. Open Moderation (on a phone, the Moderation tab). The page is headed Content Moderation and lists reports on classes and lessons, with who reported them and why.

2. Filter by Pending, Reviewed or All.

3. For each report, choose an action:

   • Dismiss if nothing needs doing.

   • Remove to archive the content and hide it from students. You are asked to confirm, and this cannot be undone.

   • Suspend to suspend the teacher. You are asked to confirm.

Brand your site

Open Branding under Site (on a phone, in More). The page is headed Branding Settings. Work through the tabs:

• Identity: upload your logo and favicon. Your organisation's name, tagline and website are set by the platform and shown read-only.

• Theme: pick a primary and an accent colour. The page previews them as you change them.

• Marketing: the hero title, subtitle, image and video, the about text, footer text, contact details and social links. Under Homepage Sections, turn About, Teacher directory, Featured classes and Contact on or off.

• Policies: the default language, currency, support email, and your terms and privacy pages.

Beside most text fields, the AI: buttons draft or polish the text: Generate, Improve and Proofread. Terms and privacy offer Improve and Proofread only. Select Save Branding when you are done; nothing is kept until you do.

Add a custom domain

1. Open Custom Domain under Site (on a phone, in More). The page is headed Domain and shows your Platform address, which is fixed.

2. Under Custom domain, enter your domain and select Save.

3. At your DNS provider, add the record shown under Set up at your DNS provider: an A record for a root domain, or a CNAME for a subdomain. A TXT record is offered too, if you want to prove you own the domain before pointing it at the site.

4. Select Verify now. Once verified, a secure certificate is issued automatically and your site opens on your own domain. Your platform address keeps working as well. Use Remove to detach the domain.

DNS changes usually take minutes but can take up to two days. If Verify now says the domain is not ready, wait and try again.

Set your organisation's commission

1. Open Commission under Billing (on a phone, in More).

2. The Platform cut is shown read-only. Enter Your organisation's cut.

3. The Teacher share updates as you type: it is what remains after the platform's cut and yours. Select Save. A value past the Maximum allowed is rejected.

Charge teachers a registration fee

Teachers register for free unless you turn this on.

1. Open Registration Fee under Billing (on a phone, in More). The page is headed Teacher Registration Fee.

2. Turn on Require a registration fee, enter the Fee amount and select Save.

3. From then on, a new teacher pays the fee once, from their own Registration Fee page, before they can use teaching features. They can still sign in.

Changing the fee never affects a fee a teacher already owes or has paid. Fees collected appear on Org Earnings under Teacher registration fees.

Follow revenue, earnings and payouts

• Revenue (on a phone, the Revenue tab) is headed Revenue Overview. Choose a period (Last Month, 3 Months, 6 Months or 1 Year) to see total gross revenue, your organisation's share, what went to teachers, active teachers, a monthly breakdown and your top teachers by revenue.

• Org Earnings under Billing is headed Earnings & Payouts. It shows your organisation's share for each currency, split between Class sales and One-to-one session payments, and a Payout history with the period, currency, what each payout paid for classes and for one-to-one sessions, the amount and the status. Payouts appear here automatically, once per currency.

Handle one-to-one session payments

Students pay for a priced one-to-one session when they book it, in your organisation's currency. The payment is split between the platform, your organisation and the teacher at your commission rates.

1. Open Org Earnings and scroll to One-to-one session payments. Each session shows its amount, Your share and whether it is Paid, Awaiting payment or Refund due. Use Payment status to show one kind only.

2. A refund is due when a paid session is cancelled before it starts, or when a payment arrives after the slot was released. Nothing is refunded automatically.

3. For a session paid through 9PSB, you can send the refund from here. Select Send refund by transfer and choose the Student's bank. Enter the Student's account number (the student's own account, not the one they paid into) and select Check the name with 9PSB. If the name shown is the student's, select Send the refund. The platform sends it once one of its operators approves it. The session shows Refund by transfer to … on its way, then Refunded when it is paid. If it fails, the reason is shown and you can send it again.

4. Otherwise, refund the student yourself, then select Mark refunded and confirm. This only records the refund; no money is moved. You cannot mark a session refunded while a refund by transfer is on its way.

Paid one-to-one sessions count in your earnings and your teachers' earnings, and are paid out with class sales. While a refund is due, the session's shares are held back from payouts. Once you mark it refunded, the session is reversed: if it had already been paid out, your share and the teacher's are taken back from the next payout.

A payout is never negative. If what is taken back is more than a payout would have paid, that payout is zero and the difference is carried forward, in the same currency, to the payouts after it until it is cleared. Org Earnings shows the amount still carried for each currency, under Carried forward from previous periods, and each payout in the history shows what was earned, what was paid and any amount carried. The same applies to each teacher's payouts.

Pay for AI features

Your organisation's AI features (such as the assistant and the AI: buttons in Branding) use tokens from its AI wallet.

1. Open AI Billing under Billing (on a phone, in More).

2. AI Wallet shows your free allowance remaining, your purchased balance and your effective balance. A Low balance warning appears when it runs low.

3. To top up, enter the Tokens to purchase under Top up tokens and select Buy tokens. Follow the payment instructions shown. Your wallet is credited automatically once the payment is confirmed.

4. AI Usage — Current Month shows what has been used this month.

Top-ups are charged in your organisation's own currency. If the platform has not priced top-ups in it yet, a top-up is refused with a message saying so.

Review boost purchases

Open Boost under Content (on a phone, in More). Active Purchases lists your teachers' boost purchases; filter them by status and Cancel any that are still active or pending.

The boost tiers and their prices, the interface languages and the education levels are shared by every organisation on the platform, so the platform team sets them. Boost prices are set for each currency: your teachers see only the tiers on sale in your organisation's currency. Contact the platform team if you need one changed.

Tips and common questions

• How is a sale split? Every paid sale is shared between the platform, your organisation and the teacher. The teacher receives the remainder. Commission shows the current rates.

• Where do I see my earnings? Under Org Earnings, in the Billing group (on a phone, in More).

• Where is sign out on a phone? At the bottom of More.

• A page looks out of date. Refresh the page. In the installed app, select Reload when it offers a new version.

Getting help

Open Support for the support dashboard, the live chat queue and tickets, or open Guide for step-by-step help. On any page, the chat button at the bottom right opens AI Chat, Live Chat and Ticket.