Help, from an actual person.

Email support@egenacademy.com for anything to do with an existing account, an enrolment or a payment. A person reads every message.

For questions before you enrol, write to hello@egenacademy.com or use the contact form.

Prefer to talk? Call +234 818 970 0646 or message the same number on WhatsApp.

We reply within one to two working days. Messages sent Monday to Friday before 4pm usually get an answer the same day. Weekend messages are picked up on Monday.

Telling us the learner's name, the program and what you were doing when something went wrong gets you a useful answer on the first reply rather than the third.

Use the email address or phone number you enrolled with. If you have forgotten your password, tap Forgot password on the sign-in screen and we will email you a reset link.

If the reset email has not arrived after a few minutes, check your spam folder, then check that you are looking in the inbox for the address on the account. If it still has not arrived, email us and we will sort it out.

Some sign-in and confirmation steps send a six-digit code to your email. Codes are short-lived, so ask for a fresh one rather than reusing an old message.

You can also sign in to the family app with Google or Apple, if that is how you created the account.

Your enrolments, upcoming sessions and venue details are on the home screen of the family app. If a session looks wrong or is missing, tell us the program and the date and we will check the schedule.

To move a learner to a different level, day or venue, contact us rather than re-enrolling. We will move the existing enrolment across so nothing is paid twice.

Certificates issued to a learner can be verified by anyone at any time using the code printed on them.

Payments go through Paystack. If a payment was taken but your enrolment still shows as unpaid, wait a few minutes and reopen the app; confirmation occasionally lags on a slow connection.

If it still has not cleared, email support@egenacademy.com with the amount, the date and the reference from your bank or card alert. Do not pay again until we have checked.

Saved cards can be removed in the app at any time.

Cancelling a single session has a set rule, and it is in our terms: cancel at least 3 hours ahead and the session goes back to your learner’s remaining sessions. Withdrawing from a program, and any refund of tuition, is handled case by case. Ask and we will tell you where you stand before you commit to anything.

Session reminders and announcements arrive as push notifications. If you are not getting them, check that notifications are allowed for the app in your phone's settings, then sign out and back in so the app can register your device again.

One-to-one messaging is not switched on in the current release, so announcements are one-way. Reply by email rather than in the app.

Keep medical conditions, allergies, any medication a learner takes, and your emergency contact up to date for every learner in your care. Where a form does not have a box for something, put it in the free-text one. Coaches assigned to the program can see it, and it is the first thing they look at if something happens in a session.

You can edit it in the app, or ask us to change or clear it. How it is stored and who can see it is set out in the privacy policy.

Coaches may record short performance clips as part of assessment. They appear in the Gallery in the family app for the learner and their guardian.

You can tell us not to record a particular learner. Speak to your coordinator or email us, naming the learner, and we will pass it to the coaches working with them and stop. You do not have to give a reason, it does not affect their place in the program, and you can ask us to delete recordings already made at the same time.

The address for that is support@egenacademy.com.

To close your account and remove your personal information, see the delete account page. You can do it yourself in either app (Menu, then Privacy & Data, then Delete my account), or ask us to do it without installing anything.

To ask what we hold about you, or to have something corrected, email support@egenacademy.com from the address on your account. Your rights are set out in the privacy policy.

Egen Academy Team is the staff app. Access is granted by the academy, so if you cannot sign in, or your programs or learners are missing, contact your coordinator first. They can fix most access problems faster than we can.

Clock-in uses your location to confirm you are on site, so allow location access when the app asks, and check that location is switched on before your shift.

Tell us which app (Egen Academy or Egen Academy Team), the version number from the About screen, your phone model, and what you were doing when it went wrong. A screenshot helps more than a description.

If the app crashes, reopening it usually sends us a crash report automatically. Those reports carry no personal information, so please still email us, otherwise we know something broke but not for whom.

If you have a concern about a learner's safety or the conduct of anyone at a session, contact us immediately at support@egenacademy.com or by phone on +234 818 970 0646, and mark it urgent. It goes to the top of the queue.

In an emergency, contact the emergency services first.