❓ Frequently Asked Questions

Find answers to common questions about ThankEducators

Categories

Getting Started

What is ThankEducators?

ThankEducators is a platform that connects former students with their life-changing teachers. Students can search through our database of 70,000+ schools across Kenya to find teachers, send heartfelt thank you messages, and show financial appreciation through secure payments.

We believe great teachers deserve recognition and support long after students graduate, creating lasting connections between educators and those they've inspired.

How do I create an account?

Creating an account is free and takes less than 30 seconds:

  1. Click "Join Free" on our homepage
  2. Enter your name, email, and create a password
  3. Verify your email address
  4. Complete your profile (optional but recommended)

Teachers require additional verification including ID upload and employment verification for security.

Is ThankEducators really free to use?

Yes! Creating an account, searching for teachers, and sending messages is completely free. We only charge small fees when money changes hands:

  • Airtime purchases: Free (carriers pay us a small commission)
  • Direct payments: 5% + KES 20 per transaction
  • Monthly pledges: 4% flat rate

For Teachers

How long does teacher verification take?

Teacher verification typically takes 24-48 business hours once all required documents are submitted. Our verification process includes:

  • Government ID verification (front and back)
  • Live video verification with PIN recitation
  • Employment records review
  • School affiliation confirmation

We'll notify you via email once verification is complete.

How do I receive payments from students?

Payments are processed daily and sent directly to your chosen payout method:

  • M-Pesa: Instant transfer to your registered mobile number
  • Bank Account: Next business day transfer
  • Airtime: 5% commission credited to your account

You can track all earnings in your teacher dashboard and update payout preferences anytime.

Can I change my school affiliation?

Yes! If you've moved to a new school or need to update your affiliation, contact our support team. We'll safely migrate your account while preserving:

  • All previous thank you messages
  • Your teacher ratings and reviews
  • Payment history and preferences
  • Student connections

For Students

How do I find my former teachers?

Finding teachers is easy with our comprehensive search:

  1. Search by school name (we have 70,000+ schools)
  2. Filter by teacher name, subject, or year
  3. Browse verified teacher profiles
  4. Send a connection request if they're not yet on the platform

Can't find your teacher? We'll help you reach out to them to join ThankEducators.

What types of appreciation can I send?

You can show appreciation in multiple meaningful ways:

  • Thank You Messages: Free heartfelt notes (public or private)
  • Airtime Gifts: Safaricom/Airtel top-ups (teacher gets 5% commission)
  • Direct Payments: M-Pesa or card payments of any amount
  • Monthly Support: Recurring appreciation payments
  • Ratings & Reviews: Help other students find great teachers

Payments & Fees

What payment methods do you support?

We support multiple secure payment methods:

  • M-Pesa: Direct mobile money payments
  • Visa/Mastercard: International and local cards
  • Airtime Top-up: Safaricom and Airtel airtime purchases
  • Bank Transfer: Direct bank account transfers

All payments are processed through PCI-DSS compliant providers for maximum security.

How much do you charge in fees?

Our transparent fee structure:

  • Airtime Top-ups: Free (carriers pay us commission)
  • Card/M-Pesa Payments: 5% + KES 20 per transaction
  • Monthly Pledges: 4% flat rate
  • Account Creation: Always free

Fees are automatically deducted, and teachers receive the net amount.

Security & Privacy

How secure is my personal information?

We implement bank-level security measures:

  • Encryption: TLS 1.3 in transit, AES-256 at rest
  • Data Centers: ISO 27001 certified facilities
  • Payment Security: PCI-DSS compliant processors
  • Regular Testing: Penetration testing and security audits
  • Access Control: Multi-factor authentication and role-based access

Can I control my privacy settings?

Yes! You have full control over your privacy:

  • Choose who can send you messages
  • Control profile visibility
  • Manage notification preferences
  • Access, update, or delete your data anytime
  • Export your data in standard formats

Visit your Privacy Dashboard in account settings to manage all preferences.

Technical Support

I'm having trouble with payments. What should I do?

If you're experiencing payment issues:

  1. Check your internet connection
  2. Verify your payment method details
  3. Ensure sufficient funds/credit limit
  4. Try a different payment method
  5. Contact our support team with transaction details

Our support team responds within one business day and can help resolve any payment issues.

How do I contact customer support?

We're here to help! Contact us through:

  • Email: support@thankeducators.com
  • Phone: (+254) 735 688 154
  • Contact Form: Available on our contact page
  • In-App Help: Use the help button in your dashboard

We respond to all inquiries within one business day.

Still Have Questions?

Can't find what you're looking for? Our support team is here to help!

Contact Support