If there is a problem with your payment for School Programme lessons, work through the checks below before contacting us..
Check your payment status
Go to the Income page in your MyTutor account and check the payment status.
The four payment statuses are:
Awaiting payment round
Pending payment
Processing payment
Paid
The amount you receive in your bank account should match the amount marked as Paid.
Has enough time passed?
Payments can take up to 5 working days to reach your bank account after the payment processing date.
If it has been fewer than 5 working days, please allow a little more time before investigating further.
Are your bank details correct?
If you've recently updated or added new bank details, check that the following information is correct in your MyTutor account:
Account number
Sort code
Account name (this must match the name on your bank account)
Bank name (make sure it is spelt correctly)
Only personal bank accounts can be used. Business bank accounts are not supported.
If you notice your bank details are incorrect, update them in your account. Once updated, get in touch with us and we’ll be happy to help resolve the payment issue.
How do I update my bank details?
To update your bank details:
Log in to your MyTutor account.
Open your profile menu by selecting your name and profile picture.
Select My profile.
Go to the section where your bank details are shown.
Update your details and select Save and Continue.
If you notice your bank details are incorrect, update them in your account. Once updated, get in touch with us and we’ll be happy to help resolve the payment issue.
Have you checked with your bank?
If your payment is marked as Paid but has not reached your account after 5 working days:
Contact your bank to check for any pending transactions.
If there are no pending payments, get in touch with us and we’ll investigate further.
Common payment questions
Why is my lesson missing from my payslip?
We process payments twice a month based on when your lessons are completed:
Lessons completed from the 1st to the 15th → paid around the 16th–18th of the same month.
Lessons completed from the 16th to the end of the month → paid around the 2nd–4th of the following month.
Your lesson will be included in the payment round that matches the date it was completed.
If your lesson is not showing on your payslip yet, check the What are the tutor payment dates for 2026? to see when it should be included.
I had two back-to-back lessons, but was only paid for one
For back-to-back lessons, it is important to enter both lesson spaces in the platform.
If you only stayed in one lesson space, the system will not register both lessons.
If you completed both lessons but were only paid for one, contact us, and we’ll review the lesson details.
Why was I paid for 30 minutes instead of the full lesson?
The 30-minute rule applies when a pupil does not join a scheduled School Programme lesson.
If a pupil has not joined the lesson within the first 30 minutes, they are unlikely to attend. In this situation, you can leave the lesson space after 30 minutes, and you will be paid for 30 minutes of your time.
If the pupil joins within the first 30 minutes, continue the lesson as normal, and you will be paid for the full lesson.
The 30 minutes is counted from the scheduled lesson start time, not from when you enter the lesson space. Joining the lesson early does not extend the 30 minutes.
Example:
If your lesson starts at 10:00 am and your pupil has not joined by 10:30 am, you can leave the lesson space, and you will be paid for 30 minutes.
How can I see a breakdown of my payment?
To view the breakdown for a payment:
Go to Income in your MyTutor account.
Open your payslip.
Select View next to the relevant payment.
Your payslip will be available once that payment round has been processed.
I have completed all these checks and still have not received my payment
If you have:
Checked your payment status
Waited 5 working days after the payment processing date
Confirmed your bank details are correct
Contacted your bank, and they have confirmed there are no pending payments
Please get in touch with us, and we’ll investigate the issue.
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