The VIPKid Community Team Responds to “Trending" Topics
Please see our updates below for trending topics that we’ve identified over the last week; we will update the timestamp when updates are added.
Reports of Teachers’ Payment Information Changing
FAQs on MA Deduction Vouchers
Reported Problems with VIPQuiz Luckier Draw
Last week, we received a small number of reports of unusual activity in a few VIPKid teacher accounts. Our security team has investigated this matter and can confirm teachers’ account information is safe, protected and secure.
We worked with the teachers impacted by this issue to make sure they received their payment, and we provided instructions on how to best protect the privacy of their account and create strong passwords. While this unusual account activity took place in less than 0.03% of teacher accounts and the vast majority of VIPKid accounts were not impacted, we wanted to take this opportunity to remind teachers about internet safety best practices and share steps VIPKid is taking to enhance platform safety and security.
Please review this page to learn more about these best practices and next steps.
Recently, our team has received a high volume of questions about MA Deduction Vouchers.
Please see the FAQ below for clarification on MA Deduction Vouchers:
What are MA Deduction Vouchers and how do they work?
An MA refers to a Missed Appointment (Teacher Cancellation, Teacher No Show, Teacher No Show 2H, or Teacher Cancellation 24H), which may influence the status of your teaching contracts.
An MA Deduction Voucher can be used to deduct one MA from your record in your current contract period. Please note that the Finish Type of the relevant class will not be changed. This means that a perfect streak will not be reinstated upon using an MA Deduction Voucher.
Is an MA Education Voucher good for one Missed Appointment or for one Cancelled Class?
One, two or three Cancellations or No Shows on the same day count as one Missed Appointment. More than three Cancellations or No Shows on the same calendar day (Beijing Time) count as two Missed Appointments.
An MA Deduction Voucher can be used to deduct one MA from your record in your current contract period. Therefore, teachers can apply an MA Deduction Voucher toward three Cancellations or No Shows, if they occurred on the same day.
You can read more about VIPKid’s Cancellation and No Show Policy here.
If I use an MA Deduction Voucher for a class I missed will my perfect steak be reinstated?
No, using an MA Deduction Voucher will not restore any perfect streak.
Please note that the Finish Type of the relevant class will not be changed. This means that a perfect streak will not be reinstated upon using an MA Deduction Voucher.
How can I get an MA Deduction Voucher?
Teachers who keep a perfect streak for three consecutive months, six consecutive months, nine consecutive months, or twelve consecutive months will get an MA Deduction Voucher when we issue Perfect Streak rewards the following month.
You can claim any MA Deduction Vouchers you earn in the Class Tab of the Teacher Portal. Click Class Overview > Perfect Streak Challenge > My Rewards > Use
If you forget to claim an MA Deduction Voucher, it will be automatically issued at the beginning of the next month.
Do MA Deduction Vouchers Expire?
Yes, MA Deduction Vouchers Expire. After receiving an MA Deduction Voucher, you will have two months to apply your voucher to a Missed Appointment. If not used within this two month period, the voucher will expire and cannot be reinstated.
In addition, a valid voucher in your current contract will expire after you sign a new contract.
I have no Missed Appointments, can I still use an MA Deduction voucher?
No. It can only be used if you have a Missed Appointment.
If you have not yet, we recommend checking out this page for more information on MA Deduction vouchers including a full list of FAQs. Additionally, you can check your Perfect Streak progress in the Teacher Portal under the Class Tab.
If you have any additional questions or concerns about MA Deduction vouchers or how to use them please feel free to contact us directly by sending a support ticket.
Recently, our team has seen reports of teachers being unable to redeem tokens after completing the VIPQuiz Luckier Draw.
Approximately 7,000 teachers were affected by this issue. Please note that all impacted teachers will receive an email with more information on how to claim your tokens. We apologize for any concern that this error may have caused. We want to assure all teachers that our technical teams were able to resolve the issue and are reviewing the situation to prevent a similar occurrence from happening again.
We truly apologize if this resulted in any confusion or inconvenience. If you have any additional questions, please notify us directly by sending a support ticket and we’ll look into this issue further.
- How should I respond to students or parents if they bring up topics regarding violence targeting Asian and Pacific Islander communities?
- What to Do if I’m a Teacher Impacted by a Tornado or Natural Disaster
The Teacher Service and Advocacy teams have received requests from teachers asking for guidance on what to do in the event that a student or parent brings up topics regarding violence targeting Asian and Pacific Islander communities.
We wanted to address this matter with the entire teacher community in order to support all teachers, offer suggested tips that may be helpful to ensure a positive classroom experience for students, teachers, and parents.
In the event that a student brings up these topics, teachers can respond by saying "I am thinking of everyone impacted and am here to offer my support” or other such encouraging messages. We’ve also been told some teachers respond with statements like “that is a great question, however, let’s continue with this lesson” or “I recommend discussing further with your family” or responses along those lines. Our team has been told these responses work well for teachers, so we hope these suggestions are helpful for you.
We appreciate your understanding and consideration of these recommendations. If teachers have any questions or need additional support, please do not hesitate to send a support ticket.
Teacher safety is our top priority. Our teams closely monitor weather conditions throughout the U.S. and Canada. We are aware of the thunder storms and tornadoes that hit southern U.S. states this past week and we will work closely with all impacted teachers to make sure that there is no penalty for classes cancelled as a result of natural disaster.
If you are a teacher impacted by severe weather or natural disaster, we recommend following the steps below:
Cancel potentially impacted classes and close any open slots during this time to limit cancellations.
Use the Block Slots feature to prevent any new booking requests and to alert your regular students that you may not be available on certain dates due to a natural disaster.
Apply for Soft Cancellations directly in the Teacher Portal and add “I am a teacher affected by ______________" as a note.
NOTE: If you received an incorrect Finish Type for a class you missed as a result of natural disaster or severe weather, please apply for a Change FT in the Teacher Portal and/or contact our support team by sending a ticket.
Affected teachers are advised to stay safe and follow the emergency guidelines issued by local and state authorities.
For more in depth information, please review VIPKid’s Natural Disaster Procedure.
Above all else, you and your family’s safety is our top priority. If you have any questions or concerns, please submit a support ticket.
- What is VIPKid’s Response to the PRO Act?
- Fixed: Reports of Perfect Streak Errors
- Fixed: System Issues on March 9 (Beijing Time)
Recently, our team has seen several posts on social media regarding the PRO act. We understand that the teacher community is interested in learning more about how the PRO Act could impact teachers on the platform.
As we learn more information, we will be sure to share this information with the teacher community.
Please know that our goal is for all teachers to continue teaching on our platform, and to continue in our mission to inspire and empower every child for the future. We are committed to seeing this through and offering our support to all teachers on the VIPKid platform.
This past week our team received reports that some teachers were experiencing an error with the Perfect Steak Challenge in Teacher Portal.
Our technical teams were able to identify and correct the issue by 7 p.m. on March 11 (Beijing Time). Teachers should now be able to claim their Perfect Streak rewards and check progress in the Class Overview Tab of the Teacher Portal.
Don't forget to claim your prize in the Perfect Streak page of the Teacher Portal:
Click here to learn more about the Perfect Streak Challenge, including information on how you can get a perfect streak.
If, for some reason, you're still seeing an incorrect report of your Perfect Streak, please send in a support ticket, including a full screenshot of your Perfect Streak page, so that we can review the information and make any necessary corrections.
We apologize for any inconvenience that this system glitch may have caused. If you have any additional questions, feel free to contact us.
On March 9, 2021 (Beijing Time), there was a system problem which may have caused the online classroom to crash for some teachers. The system issue was reported for both VIPKid Teach for Desktop and iPad app.
Please note that this was not a widespread issue; few classes were impacted and the system issue was quickly resolved on March 9 (Beijing Time). Our technical teams have identified all impacted classes and are working to assign the correct finish type of “System Issue.” Teacher stats in the My VIPKid tab of the Teacher Portal will also be updated accordingly.
We truly apologize for any inconvenience or disruption to your workflow that this system glitch may have caused. Our teams are reviewing the situation to prevent a similar occurrence from happening again. If you have any additional questions about this system problem, please notify us directly by sending a support ticket and we’ll look into this issue further.
- Reports of Audio Glitch in Some NMC Level 1 Classes
- Reminder: Daylight Savings Begins March 14
- What to Do if I’m a Teacher Impacted by Severe Weather or Outages This Winter Season
Over the past week our team has seen posts on social media of teachers reporting that they are experiencing sound issues when attempting to play audio files in some Level 1 New Major Course (NMC) classes. Reported issues include, but may not be limited to, the phrase “dressing” playing on repeat in place of the correct audio recording,
If you believe you are encountering this issue or have in the past, please send a support ticket with more information, including dates/times, class IDs, and any relevant screencasts so that our team can review this matter further. This information will help our technical team investigate further, so we thank you for your cooperation.
We apologize for any inconvenience and appreciate your patience as we look into this.
Daylight Savings Time begins on Sunday March 14, 2021 at 2:00 a.m. Next Sunday, we’ll set our clocks forward one hour for the start of daylight savings and welcome a little extra light in the evenings. Don’t forget to mark your calendars for daylight savings on March 14, when clocks will spring forward one hour at 2:00 a.m. (local standard time) in most US and Canadian Time Zones, respectively.
Please note that China does not observe Daylight Savings Time and their clocks will not change. As a result, Peak Peak Times in your local time zone will be impacted if daylight savings is observed in your area. For example, Peak Peak Times in Eastern Time are currently 6, 6:30, 7, and 7:30 a.m. After DST begins, Peak Peak Times will change to 7, 7:30, 8, and 8:30 a.m. Eastern Time. If DST is observed in your area, don’t forget to review your availability, prepare for the new time difference and plan accordingly with your teaching schedule.
If you have questions or concerns, please feel free to contact us directly by sending a support ticket.
Teacher safety is our top priority. We are aware of the lasting impacts of the winter storm in Texas. We will work closely with all impacted teachers to make sure that there is no penalty for classes cancelled as a result of severe weather.
If you are a teacher impacted by severe weather or natural disaster, we recommend following the steps below:
Cancel potentially impacted classes and close any open slots during this time to limit cancellations.
Use the Block Slots feature to prevent any new booking requests and to alert your regular students that you may not be available on certain dates due to a natural disaster.
Apply for Soft Cancellations directly in the Teacher Portal and add “I am a teacher affected by ______________" as a note.
NOTE: If you received an incorrect Finish Type for a class you missed as a result of natural disaster or severe weather, please apply for a Change FT in the Teacher Portal and/or contact our support team by sending a ticket.
Affected teachers are advised to stay safe and follow the emergency guidelines issued by local and state authorities.
For more in depth information, please review VIPKid’s Natural Disaster Procedure.
Above all else, you and your family’s safety is our top priority. If you have any questions or concerns, please submit a support ticket.
- Clarification About the “Review Class” Pop-up in the Online Classroom
- Reminder: Daylight Savings Begins March 14
- What to Do if I’m a Teacher Impacted by Severe Weather or Outages This Winter Season
Our team has recently seen posts on social media reporting confusion related to a pop-up reminder at the end of New Major Course (NMC) lessons. Specially, on the goodbye slide for NMC Levels 4, 5, and 6 teacher will see a pop-up GIF with the following reminder message:
Additionally, on the final slide of all other NMC lessons, teachers will see the following pop-up reminder:
After each New Major Course lesson, students participate in a 15-minute pre-recorded review class with three other students. The purpose of this pop-up GIF is to help teachers remember to remind students about the review or writing class that takes place following the conclusion of your one-on-one NMC class. The pop-up reminder first launched on February 9, 2021 (Beijing Time).
Please note that if you finish class on time, students will have 5 minutes to prepare for their pre-recorded lesson review or writing class. However, please keep in mind that if the class was not started or finished on time, students will have less time before proceeding to their review class. For example, if you finish class 2 minutes past the scheduled class end time, students will only have 3 minutes (and not 5 as the pop- up reminder will state) before their review/ writing class.
Additionally, we would like to remind all teachers to press the “Finish Class” button before exiting the Major Course classroom. Hitting the "Finish Class" button is what triggers the recorded review class to begin for your student, which creates a smoother classroom experience for students and parents.
You can find more information about this slide update to NMC classes in the Library of your Teacher Portal or by clicking here. You can also read the information we shared in the Weekly Update on January 5, 2021 regarding the “Finish Class” button and review class reminders here.
If you have any other questions or concerns about this update, please let us know by sending a support ticket.
Daylight Savings Time begins on Sunday March 14, 2021 at 2:00 a.m. In two weeks, we’ll set our clocks forward one hour for the start of daylight savings and welcome a little extra light in the evenings. Don’t forget to mark your calendars for daylight savings on March 14, when clocks will spring forward one hour at 2:00 a.m. (local standard time) in most US and Canadian Time Zones, respectively.
Please note that China does not observe Daylight Savings Time and their clocks will not change. As a result, Peak Peak Times in your local time zone will be impacted if daylight savings is observed in your area. For example, Peak Peak Times in Eastern Time are currently 6, 6:30, 7, and 7:30 a.m. After DST begins, Peak Peak Times will change to 7, 7:30, 8, and 8:30 a.m. Eastern Time. If DST is observed in your area, don’t forget to review your availability, prepare for the new time difference and plan accordingly with your teaching schedule.
If you have questions or concerns, please feel free to contact us directly by sending a support ticket.
Teacher safety is our top priority. Please note that our teams are actively monitoring weather conditions throughout the globe. We are aware of the winter storms and the lasting impacts and outages in the Mid-South and throughout other impacted regions. We will work closely with all impacted teachers to make sure that there is no penalty for classes cancelled as a result of severe weather.
If you are a teacher impacted by severe weather or natural disaster, we recommend following the steps below:
Cancel potentially impacted classes and close any open slots during this time to limit cancellations.
Use the Block Slots feature to prevent any new booking requests and to alert your regular students that you may not be available on certain dates due to a natural disaster.
Apply for Soft Cancellations directly in the Teacher Portal and add “I am a teacher affected by ______________" as a note.
NOTE: If you received an incorrect Finish Type for a class you missed as a result of natural disaster or severe weather, please apply for a Change FT in the Teacher Portal and/or contact our support team by sending a ticket.
Affected teachers are advised to stay safe and follow the emergency guidelines issued by local and state authorities.
For more in depth information, please review VIPKid’s Natural Disaster Procedure.
Above all else, you and your family’s safety is our top priority. If you have any questions or concerns, please submit a support ticket.
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