ITgenio Help Center
FAQs
About the classes
What happens at the lesson?
The classes are carried via our Videochat as one-on-one video calls for the student. The tutor may guide several students simultaneously (up to six).
At the scheduled time the student calls the tutor via the personal account and shares the screen. The tutor is constantly seeing student's shared screen, guiding each student through the lesson and their learning progress, offering help and support wherever needed.
The tutor is staying online and comes up as far as needed.

The student focuses on the project without distractions and can work his own pace. The child doesn't need to adapt to anyone, goes on his own individual trajectory.
Format Features
1. The class may start up to 10 minutes earlier or later than the scheduled time. Classes are not made shorter due to this, sometimes they may last even longer. If your tutor is asking to wait for a few minutes for the call, please, use this chance to set everything up, check your connection, open necessary applications, finish homework. Just do not worry, your tutor knows you are there and will call you in a moment.
2. Sometimes two students need help simultaneously. Then the tutor may get back to one of them a few minutes later. However, there is nothing to worry about, as within the time of waiting students may find the solutions themselves! Such minutes of contemplation are also an important part of learning. In any case, the tutor will dedicate sufficient time to help every student deal with any difficulties.
Preparation for the first lesson
You can find the main tips and tricks for preparing for the first lesson on another page. However, we highly recommend you to read all sections of the Help Center to avoid difficulties and questions during the learning process
For classes you need
Computer or laptop and mouse
(phone or tablet are not suitable)

Headphones and microphone
Web browser Google Chrome
Internet connection
from 1 Mbit/sec

The child should be ready to learn
Student need to read English and have the minimum skills set for course entry
Minimum system requirements for your computer
• operating system: Windows 7/8/8. 1/10 x64, Mac OS X 10.9, 10.10, 10.11;
• RAM: 2GB and above, CPU: dual core from 1.8 GHz.

If you use a Chromebook, you can only study Scratch and TinkerCAD with it.

Parent's and student's personal

accounts
To make the learning process pleasant and productive, you need to activate two accounts - the parent's one and the student's one.
In a parent's account
you can choose a convenient schedule for the student, control his progress, read the reviews of the tutor and communicate with them through our chat, top up the balance.
In a student's account
the lessons are held there via our Videochat. The student can see his homework and projects from lessons. Also, there is a list of tests the student should complete to start more complicated courses.
To make the first login you need to complete account activation.
In the future, you can always log in to the account using the link:
https://portal.itgen.io/ and enter the necessary username and password (for the parent's or student's account).

Parent's account activation and login
Step 1
After filling in student's details you need to create a password for your account. If ITgenik registers you, he will send you activation link
Step 2
Your login is your email address. You need to set up the password by yourself. It is very important to remember the login and password or write them down because you will need to use the account for the learning processes.

Step 3
Well done! Now you are in your account. On the main page, you can see your balance and conditions of the referral system in which you can participate. Please note the role "Parent" in the upper right corner. It means that you are in parent's account not in the student's one (we have already considered the difference in accounts).

Now you can sign up the student for a trial lesson by yourself or ask ITgenik to do it.

Student's account activation and login
Step 1
Activation of the student's account is available only after you or ITgenik sign the student up for a trial lesson.

If you signed the student up by yourself, you will see a button Set username and password on the Lesson confirmation page.
If the student was signed up by ITgenik, or you closed the page, you can get to it by clicking on the Prepare for the lesson button on the main page in your account.

So, after clicking Set username and password you will get to the Student's account activation page. The username is already set, but you can change it. You need to set the password yourself. Then click on Save. Hooray! The student's account is activated now.
Step 2
Next, you will get to the Access to the student's account page. There are 2 tips on it: how to add a student to the account switching list and how to log in to the student's account with another device. Be sure to check them out.

If you have activated the student's account with a mobile device, please log in to the student's account with a computer before the lesson.
Step 3
But how can you quickly switch between the accounts? There is a drop-down list in the upper right corner, where you can see name, surname and roles "Parent", "Student". You can quickly switch to another account by clicking on the name and surname on the list.

In the student's account, you can see the student details. If there is any mistake, please contact ITgenik. Please, note that there is the role "Student" in the upper right corner.
Password reset
Passwords for the both accounts you set by yourself
Parent's account
If you have forgotten the password from the parent's account, click "Forgot Password" under the "Login" on the Log in page. Click it and come up with a new password.

Student's account
If you forgot the password from the student's account, go to the parent's account and click on the student's name. You'll get to the Settings tab. There you can change username and password for the student.
How to add another student
You can add new students to your family
On the main page in the parent's account, there is a button "Add another student". Click on it and fill in the details of the new student. After filling in the data and confirming information about the country and time zone, the student will be added to the family and will appear in the list in the parent's account.
Next, you need to sign the student up for a trial lesson and set a username and password for his account.

How to create a shortcut to our website
Save an icon on the desktop of your PC or phone to have your account with you
Android
iPhone
Windows & Mac
How to create a shortcut to a website on the desktop on Android in Chrome?
1. Open your browser and go to portal.itgen.io
2.Tap the menu icon (3 dots in the upper right-hand corner) and tap Add to homescreen
How to create a shortcut to a website on the desktop on iPhone in Safari?
1. Open your browser and go to portal.itgen.io
2. Click on the Share button (if you cannot see the bottom menu, click at the bottom of the screen)
3. From the menu that appears, select Add to Home Screen
4. Give a suitable name, for example, ITgenio and click Add
How to create a shortcut to a website on the desktop in any browser on Mac/ Windows?
1. Open the browser and go to portal.itgen.io
2. Resize the browser window so you can see both your PC's desktop and the browser window on the same screen
3. Click the icon on the left of the address bar (where the URL is shown) and drag it to the desktop or Dock
Schedule Management
In a parent's account you can manage the schedule for the student: sign up for the normal and catch-up lessons and cancel the lessons.
Schedule your classes
To create a schedule, click on the calendar icon next to the student's name. Then, clicking on "Sign up for a lesson", you can add a permanent schedule or a one-time lesson.

You can also choose the duration of the classes according to the student's wishes and comfort: 60 or 120 minutes.

You can book certain days and time for regular classes (e.g. every Tuesday and Friday at 7 PM) as well as schedule single classes (e.g. during school holidays week - Monday and Tuesday at 10 AM, Thursday and Friday at 12 PM - noon).

Our recommendation is to make a permanent schedule, whenever possible. Regular classes are proven to be more efficient.
How to cancel or reschedule a lesson
From your personal account page, you can also cancel a lesson or reschedule it.

Lessons can be rescheduled with no additional cost for the same week of the missed lesson and on a condition for no less than an 8-hour notice of the change.

In other cases, the missed lesson is paid, but you can sign up for the catch-up lesson. You can work out the missed lesson for free during a week. The time for the catch-ups should not cross with your regular schedule.
If you have missed the catch-up lesson, it "burns out."

  • There is only one possibility to reschedule an unattended individual format lesson per month. The rest of the missed classes will be charged from the balance without the possibility to attend it on a different day.
  • For the individual-group format classes there is no limit of catch-up lessons per month.

If you would like to cancel all your regular scheduled lessons, kindly choose “Cancel this and all the following lessons” button.


Payment for the classes
Top up your prepaid classes balance
To pay using a card, click "Top up" on the parent's account page. The payment with the parent's account is available only after the trial lesson has been finished.

There are 2 options for the duration of classes: 120 or 60 minutes. Please select the option which suits your child best, judging by their preferences and comfort.

Classes are prepaid as time packets. Neither the subjects nor the terms of actual classes are specified. In case of zero balance in 8 hours before your next class, it will be canceled.

If you cannot make the payment, but your next class is important for you, please, let ITgenik know, and we will try to keep your schedule.


Payment methods
1
By card in your personal account.
We accept: Visa, MasterCard, Maestro. Just choose the appropriate number of lessons, fill the form, and confirm 3D-secure code.

Please note, that some American Banks such as Bank of America and Wells Fargo may charge a fee for any international payments. Please, check this information in your bank.


2
PayPal
E-mail for PayPal payments: itgenik@itgen.io
In comments please write the student's full name for whom you are paying for identification purposes.

Converting classes of different durations

If you have paid for classes of 120 minutes, but the student wants to study for 60 minutes (or vice versa), please, contact ITgenik. He will convert the classes.
2 lessons of 120 minutes are equal to 3 lessons of 60 minutes.
Inner currency - Geniki

Geniki are displayed next to the family's balance. Geniki are accumulated bonuses that can be exchanged for free classes.


Geniki are credited to:

1. After paying for the first package of classes within 24 hours.

2. Self-management of the schedule at your personal account .

3. After completing a certain number of lessons without skipping any of it.

4. As prizes for winners at our school's events/competitions.

5. For writing a feedback on our website or other platforms.

You can look through the full list, to get acquainted with the cost of each lesson's type in Geniki, as well as to make some other operations with the inner currency by clicking on the Geniki's icon in the Balance section.

Referral system and bonuses
Bonus of one free class for a quick payment
Please note that in case of prepayment within 24 hours after your trial lesson, you get a bonus of one free class. Even if you pay for the individual lessons, the bonus lesson will be in our usual format (one-on-one video call for the student, but the tutor may guide several students simultaneously)

Referral system
In the parent's account on the main page, there is a block "Free classes". There you can find a special link. Share it with your friends and get free classes!
1. You share the link in a convenient way (social networks, instant messengers)
2. Your friends sign up their children for a free trial lesson using the link
3. You both get 2 additional lessons after friend's first payment

Certificats

You can also purchase a certificate for any amount of classes for your loved ones.
Contact ITgenik to create the certificate for you.

Videochat
The lessons with a tutor are held through our videochat
Videochat at the lesson
In the student's account, the button "Go to the lesson" appears when the lesson begins. After the student clicks it, the lesson page will open. The student needs to click "I'm ready" to let the tutor know that he can start. Then the student should accept the incoming call and allows access to the microphone, video, and screen sharing.
Connection check in video chat
To avoid technical problems, you can always use the Connection Check option. There is a "Check connection" tab in the student's account.

Our courses
Our school has a large number of interesting courses. It is not necessary to study only one course all the time, you can switch between courses or take several at once. For example, the student can study on Scratch, then take a few lessons on Photoshop and 3D modeling, then return to Scratch again. A child learns productively if he is interested in course the moment.

We teach coding on Scratch, Python, HTML + CSS and JS, Java, Unity in C #, Minecraft, as well as computer graphics in Photoshop, Illustrator, animation in After Effects, video editing in Premiere Pro, and 3D modeling.
You can read more about all our courses on this page
How to change one course to another
Some courses are more complicated than other ones and require the student to have high skills and knowledge. The student will like classes if he feels comfortable. Therefore, before signing up for certain courses, we can ask the student to take a test.
Please, don't help the student to complete the test.

There is the tab Testing (upper left corner) in the student's account. Here you can see all the available tests. Click "Start the test".
The test is issued automatically by the system or you can get the test link from the ITgenik.

Communication

ITgenik
Choose any messenger, where you would like to receive news about the student's success, lesson reminders, balance information, and just keep in touch with us. Please, in the first message write the email used for the registration, so that we could recognize you.
Tutor feedback
After each class there will be a tutor feedback added into "History" , where you will be able to see what were the topics, that your child covered, what is their home assignment as well as any comments from the tutor. Click on project name in order to open it in new tab and learn more about it.
Write a message to your tutor and to ITgenik
From your personal account page, you may write a message directly to the tutor or to ITgenik.

Also you can always text to ITgenik on Facebook or email itgenik@itgen.io

Please, write to us something in a messenger convenient for you. We want to make sure that everything is fine with you and find out where to send you information about the balance and reminders about classes.
Your feedback

We are very sensitive to situations when the student or parent did not like something. We take into account even the smallest details to avoid similar situations in the future. If something is wrong, do not hesitate, write to us immediately!
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