Tell us what happened, and we will fix it.
Iqra is small, and a person reads every message. There is no ticket number and no phone tree.
Include the learner’s name and, if it is about a class, the day and time it was meant to be. That is usually enough to sort it in one reply.
This is the only address Iqra answers from. There is no WhatsApp helpline and no phone number to call.
What people write in about.
The class did not happen, or nobody joined
Write to us with the learner’s name and the day and time the class was meant to be. A missed class is not charged for, and the teaching desk will arrange a replacement or a different teacher.
No teacher has been matched yet
Matching is done by hand, so it usually takes a day or two rather than minutes. If it has been longer than that, tell us and we will look. A girl is only ever matched with a female teacher, so if none is free the wait can be longer, and we would rather you waited than be offered second best.
A question about paying, or something went wrong with a payment
You pay your teacher directly, into their own account. Iqra never holds or routes the money, takes no cut, and takes no card details, so we cannot charge or refund anything. We can help you and your teacher sort out what was and was not sent. If anyone asks you for card details in Iqra’s name, that is not us.
The fee is out of reach
Ask for a sponsored place. A well-wisher covers the whole fee and your family pays nothing. Asking costs nothing, stays between you and the teaching desk, and changes nothing about who teaches you. Apply for a sponsored seat.
Change the teacher, the plan, or the class time
Tell us what you would like changed. Changing teacher is free and there is nothing for you to do beyond asking. The new teacher’s name appears in the app once they are matched, and the learning carries on from where it is.
Stop classes
Both plans are month to month, with no notice period and no fee. Write and say so, and it stops. Because you pay your teacher directly, stopping means there is simply nothing more to send.
Signing in to the app is not working
The app signs you in with Google, using the exact email address you gave when you booked. A different address makes a second, empty account. Tell us the address you booked with and the one you tried, and we will put it right.
Tell us straight away. Do not wait to be sure.
Write to iqrahome11@gmail.com with the word safeguarding in the subject. A teacher can be suspended from matching immediately while something is looked into. You do not need to be certain and you do not need evidence.
Read the safeguarding policy