Tutor Handbook

Teacher’s role is to transfer knowledge, guide, and solve doubts.

 01 Welcome to join the Snapask Tutor Army

03 How to pick up and answer a question

Content 07 Tips for maximizing your reward 14 Code of conduct

10 Cash out your reward 22 FAQ

25 Contact Us
Welcome to the Snapask Tutor Team

Congratulations on becoming part of the Snapask Tutor

team! This hand- book will provide all the instructions and
details on what will be expected of you as a member of
our team, and skills and tips to have your experience with
us as productive as possible. Please read through the
document carefully and keep the guidelines in mind at all
times to ensure pleasant experience both for yourself and
the students.

Happy Snapasking, and let’s begin!

01
 Before you become a Snapask tutor,
please read the following terms carefully.

1 We have the right to refuse your tutor payout if you

breach our terms and conditions without warning.

2 We have the right to remove and deactivate your tutor

account if you do not follow our rules and regulations
without warning.

3 Dishonest actions will be terminated immediately and

will get rejection to apply all of your tutor payout.

02
 CHAPTER.1
How to pick up and answer a question

03
 Homepage
a

a You will receive an instant notification every

time a new question is being asked by a student
on any of your approved subjects.

b Preview the question by tapping onto the photo

b for enlargement.

c Enter the session by tapping the “Answer” button

only when you know how to answer the question!

Please be aware that due to the highly competitive nature of

c Snapask, the question pick up rate can be extremely high. As
such, it is possible that by the time you clicked on a question,
the session has already been picked up by another user. In
situations such as this, please do not worry, and continue to
try picking up the next session when it appears.

04
 Conversation
c

a You may communicate with the student through

text, images, and audio messages. Feel free to
choose whichever you think will be the most
efficient in explaining the question for the student.

b
b Instead of proving students with a direct answer
straightaway, we highly encourage tutors to
provide step-by-step guidance when answering
the question, in order to ensure that the students
can fully understand the reasoning behind the
answer.

c You may exit and re-enter the session later by

tapping the “ ” button on the top left corner.
a

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 Complete a Session
a

a Once you have fully explained the session, and

believe that the student have no further follow-up
questions, you may end the session by simply
clicking “End Session” button under “ ” on the
top right corner.

Students have the option to rate their experience with the

tutor at the end of each session with the rating of 1-5, with 5
being the highest. You will be notified of the user and ratings
given.Please note that students have the right to decline
leaving the session a rating. When this happens, it will not
negative affect your overall rating.

06
CHAPTER.2
Tips for maximizing your reward

07
 MON - FRI WEEKEND

06 : 00
Last chance before school
08 : 00

08 : 00
School & Extracurricular Activities school
19 : 00

Studying on weekends

19 : 00
Homework and revision
21 : 00

This table gives you an idea of Snapask’s 21 : 00

Self-study period
peak hours, in which the largest volumes of 24 : 00

questions will be asked by students each

day. For the tutors that wish to earn the After 24:00 Burning the midnight oil
highest possible income, that will be the
best time for you to be online.
Tip: Students are most active on Snapask every Friday evening, and on the afternoon during weekends.

08
The Ideal Tutor Profile

Be sure to complete your tutor profile so our

students know who you are! One of the most
important features on your profile is your profile
picture! Did you know? By including a presentable
picture of yourself will directly increase the
chance of being "favorited" by students and
receive higher ratings!

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CHAPTER.3
Cash out your reward

10
How to request for a Cash Out?

To make a cash out request, just tap “Settings” and click

“Cash Out”. You can submit cash out requests before the
last day of each month. Please note that any request
on/after the last day of each month will be transferred
the month after next month. Snapask will process the
requests within 10 working days and we will process all
the answered questions of the entire month despite the
date in which the request was made. Any requests
submitted after the last day of the month will be
processed and the amount will be accumulated for the
following month.

11
 The Account Detail.

You must fill in

1 Bank name 4 Account holder name

2 Branch name

Good Tutor & Bad Tutor

5 Photo

3 Account number

12
How much will I be paid for
answering questions?
The payment offered as compensation for answering
questions will be a flat-rate of MYR 1.50 per session, with
the amount being added to your account’s record.
We often have special tutor payout bonus schemes so
keep an eye out on how you can earn more as a tutor!
Payment method
We will transfer the payment to the bank account you
have specified in the app. You will receive a confirmation
email when the cash out process is completed. Please
note that it may take up to 10 working days for payment
clearance.
Please kindly make sure you have inputed your complete bank account details
correctly to ensure a smooth cashing out process.
13
CHAPTER.4
Code of conduct

14
You are reminded to abide by the below rules
and regulations at all times when providing
services via our platform.

15
Make sure you will be able to answer
the question before picking it up.
Please do not pick up a session unless you are certain that
you can provide a detailed answer and explanation. This
could avoid unwanted frustration from students as they
would have wasted their question quota without
receiving adequate assistance. You could also avoid
receiving a low rating.
Make sure you have adequate time
to fully answer the question.
Please kindly ensure that you have adequate time to
explain the answer in full before picking up a question.
It is not acceptable to end a session by just giving a
short answer without adequate explanation and
using ‘not having time’ as an excuse. Neither will be
acceptable for tutors to pick-up a question, but not
answer it for an extended period of time, even with
the intentions of answering it later on.
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 How can you become What is bad tutor in Snapask?
good tutor in Snapask?

1 Slow response
1 Solve problem wholeheartedly, teaching in various ways
(recording, answer with photo, and text). 2 Wrong answer

2 Explain in detail and clearly. 3 Poor attitude

3 Answer and explain with patience. 4 Tutors want to wrap up the chat immediately

4 Provide the direction to the student and let them know

how to tackle the similar problem by themselves.

17
The exchange of contact details with
students is strictly prohibited.
Snapask is an education service platform, and not a social
network. To maintain the quality of service and to protect
the privacy for all parties involved, exchange of contact
details with students is strictly prohibited on Snapask.
Violators will have their accounts suspended from the app.
If a student attempt to ask for your private information,
please politely explain the terms and conditions, and
decline the request.
The use of foul language is
strictly prohibited.
In order to maintain a pleasant learning environment
for everyone, the use of foul language and abusive
behavior is strictly prohibited under any circumstances.
Should you encounter any inappropriate behaviors
from students on our platform, please do not hesitate
to contact our Customer Service.
18
Dishonest activity is strictly prohibited.
In order to maintain an honest and genuine service on
our platform, all fraudulent activities are strictly
prohibited. Some common cases include tutors being
directly associated with multiple accounts in order to
maximize their profit.Such cases will directly result to an
immediate forfeit of all associated cashout,
de-activation of account, and in serious cases legal
action based on theft ordinance.
What will be considered as a
fraud case?
1 Empty sessions without answers or solutions provided
may be considered as a fraud or invalid session.
2 Frequent and direct associations between a student
and tutor account may also be considered as fraud
cases. Fraud checking will be conducted on a
case-by-case method.
Dishonest actions that are suspected to be fraud cases will result to your
tutor account or associated accounts terminated immediately without
warning and also your payout withheld.
19
Violation of the above regulations
may result in the following consequences.

20
That question will not be counted towards Formal warning letter from Snapask
your payment.

You will receive a warning email, and your Snapask

If you didn’t follow the regulations during your session, Tutor account will be temporarily suspended. Repeated
the session will not be counted towards your payment. violations will result in termination of your Snapask
Tutor account.

21
CHAPTER.5
FAQ

22
If I encounter difficulties while answering
a question, who should I contact?
You can contact our Customer Service department
through the app or email us at cs-my@snapask.com To
reach out to our customer service team, just tap the
“Settings” icon, click “Get help”, and follow the steps
provided.
What if the student asks more than
one question?
If the student raises follow-up questions related to
his/her initial question, we encourage you to answer
the question in the hope of better explaining the
concept. However, if the follow-up question is clearly
a separate question or on a different concept, you
may polity remind the student to raise another
question within the app.
23
I have tried my best to explain the answer but
I received a much lower rating than I have
expected. Is there anything I can do about it?

We know it can be very frustrating when you don’t get the ratings you
deserved despite trying your hardest. You can request for an appeal
by reporting abuse after the session has ended.

24
Contact us

Website
https://snapask.com/en-my/

Tel
+60 166036277

E-mail
cs-my@snapask.com

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