1 800 513-5358 | 514 548-3242 contact@tutorax.com

    FAQ – INVOICING

    I do not understand how to pay the invoice.

    To proceed to the payment of an invoice, press the PAY button in the received email, then enter your information.

    ATTENTION: After your first billing, the system automatically makes payments within 24 hours of receipt of an invoice. A detailed record of the sessions is always available as an attachment. In case of error, Tutorax agrees to immediately refund the incorrect balance.

    I do not understand the balance of my invoice.

    SOLUTION 1 :
    In order to verify the date and duration of the billed lessons, you will find, at the end of each invoice email, a PDF document containing the details of the balance.

    ATTENTION: Refer to the second page of the document to see all the details.

    SOLUTION 2 :
    If your lessons are usually held on Wednesdays or Thursdays, it is likely that they will not be billed the same week.

    Example: Your child has a lesson on Wednesday. Tutorax sends billing on Thursday, but your child’s tutor entered the billable hours on Friday.

    In this situation, since the tutor has entered the hours after we send the billing, the Wednesday lesson will be billed the following week.

    I do not know which invoices are paid / not paid.

    In order to view the balance of your account, invoices issued, invoices paid and unpaid invoices, please follow the following procedure:

    1. Visit tutorax.com/en 

    2.  Click on login / connexion (located in the upper right corner of the page) and choose your service.

    3.  Enter the email address linked to your Tutorax customer account (the address that receives the invoices).

    4.  Enter your password and login by pressing Login.
    * If you forgot your password, press reset password, enter your e-mail address, then reset. You will receive an email link to reset your password.

    5. Once connected to your customer account, you will find all the invoices issued and their current status (Paid / Unpaid).

    6. Select the invoice to pay by pressing its number (INV-XXXX).

    I'm not able pay by credit card.

    WHY?
    The refusal of a credit card can happen for several reasons:

    1. The credit card is expired;

    2. The credit limit has been reached ;

    3. The credit card is refused by our Anti-Fraud system.

     

    HOW TO SOLVE THE PROBLEM?
    To solve this problem, we offer the following solutions:

    SOLUTION 1
    Try a second time.

    SOLUTION 2
    Use a different credit card.

    SOLUTION3
    Pay by electronic check (Interac e-transfer). To pay by Interac e-transfer, please see the section How to pay via Interac e-transfer?

    How to pay by Interac e-transfer transfer?

    Depending on your financial institution the steps may vary slightly, but overall they take the following form:

    1. Sign in to your financial institution on your mobile device or computer.

    2. Locate the Interac e-Transfer option.

    3. Fill in the required information

    • Recipient : Tutorax
    • Email address : paiement@tutorax.com
    • Amount : Balance of your invoice
    • Security Question: Your Name
    • Answer : tutorax

    4. Send

     

    For explanations specific to your financial institution here are some links that might be useful.

    BMO :https://www.bmo.com/pdf/OLBB_Quick_Start_Guides_Interac_E.pdf

    RBC :http://www.rbcroyalbank.com/campaign/interac-etransfer-2013/_assets-custom/includes/how-to-send-an-interac-etransfer-popup.html

    Desjardins :https://www.desjardins.com/ca/personal/accounts-services/ways-to-bank/online/transfer-money-between-accounts/index.jsp

    Banque nationale :https://www.nbc.ca/en/personal/banking/electronic-solutions/internet-banking-solutions/internet-banking-functions/interac-e-transfer.html

    I do not trust credit card payments.

    To ensure the safety of its customers, Tutorax uses the Stripe online payment terminal. Stripe has been audited by a PCI Certified Auditor and certified by PCI Service Provider Level 1. This is the strictest level of certification available in the payments industry.(www.stripe.com)

    The second payment option available is the Interac e-transfer (electronic check) payment. In order to use this method, please consult the section How to pay via Interac e-transfer transfer?

    I already paid this invoice.

    The invoicing system is fully automated. When an invoice is paid, the status of the invoice automatically goes from unpaid to paid.

    To check if an invoice has been paid, please verify your credit card statement. If the invoice is on your credit card statement, please contact us at payment@tutorax.com with your name, a copy of the statement and the invoice number.

    How to download my billing history? (Tax credit)

    1. Visit tutorax.com/en 

    2. Click on login / connexion (located in the upper right corner of the page) and choose your service.

    3. Choose your service and click login/connexion again.

    4. Enter the email address linked to your Tutorax customer account (the address that receives the invoices).

    5.Enter your password and login by pressing Login.
    **If you forgot your password, press reset password, enter your e-mail address, then reset. You will receive an email link to reset your password.

    6. Once connected to your customer account, locate the box that is named « Balance History» and click on « more»

    7. Click on « Generate Statement For Available Balance History » and then « Download »