FAQ

This is a list of questions we often receive from our users. If you are experiencing issues, try looking for a solution here before you contact us.

About SuraPera

What kinds of lessons does SuraPera offer?

SuraPera offers 1-on-1 online lessons via Zoom with native Japanese teachers. Our teachers will tailor their lessons to your needs.

Who are the teachers on the SuraPera platform?

All SuraPera teachers are Japanese native speakers with Japanese teaching certificates. For more information about the experience, special skills, and interests of a particular teacher, see the Find a Teacher page.

About Account Sign-Up and Profile Change

Is there an account sign-up fee?

No, SuraPera account sign-up is completely free.

Is there an age limit?

In order to sign up for SuraPera, you need to be at least 18 years old or of legal age in your country or jurisdiction.

Can I sign up for SuraPera if I live outside Japan?

Yes, you can sign up for SuraPera and take lessons anywhere in the world as long as you have the necessary equipment.

I have completed my sign-up but I have not received the confirmation email.

If you are using a free email account such as Gmail, Yahoo, or Outlook, it is possible that any emails you receive from SuraPera automatically end up in your Spam folder. Please check your Spam folder.
If you are using an email account provided by a Japanese mobile phone carrier, you may not be able to receive emails from SuraPera unless you authorize our domain in your email settings. For details on how to authorize a domain, please contact your carrier.

Can I change my profile information?

Yes, you can change your information by clicking the Edit My Profile button on your My Page.

Can I share my account with other people?

No, your SuraPera account cannot be shared by multiple users. Each user is required to create their own account.

Can I have multiple SuraPera accounts?

No, you can have only one account.

Can I change my login password?

Yes, you can change your password by clicking Change My Password on your My Page.

I forgot my password.

Click I Forgot My Password on the login screen and reset your password.

About Trial Lessons

Can I take a trial lesson?

When you sign up for an account, you will receive bonus points for one lesson (25 minutes). You can use those points to take a trial lesson.

What do I need to do to take a trial lesson?

You can book a trial lesson just like any other lesson. See Step 2. Book a lesson on the How to Get Started page.

Is there a difference between a trial lesson and a regular one?

No, trial lessons are no different from regular ones.

Can my free trial lesson points expire?

The free trial lesson points will expire after 60 days. However, if you purchase one of our subscription plans within 60 days from the day you sign up for your account, the expiration date of your free points is extended by 60 days from the day you purchase the subscription plan.

If I become a paid subscriber before I take my free trial lesson, does that mean I can no longer take a trial lesson?

No. After becoming a paid subscriber, you can still take a trial lesson by using the bonus points.

About Subscription Plans

What subscription plans are there?

For details, see the Price Plans page.

What payment options are there?

We accept credit card payments.

When will you charge my credit card?

You will be charged for the first monthly subscription fee on the day you complete your subscription plan purchase. From the following month onwards, you will be charged automatically on the same day every month. (Example: If you complete your purchase on April 10, you will be charged on the 10th of every month from May onwards.)
* Keep in mind that your account will be charged automatically every month, regardless of whether you actually take any lessons or not. If you need to take a long break from studying, you should temporarily cancel your subscription.

What happens to my points if I do not use them all in one month?

As long as you stay subscribed to a plan, any unused points you have in your account will be transferred to the following month. All points are valid for 60 days from your last purchase.
If you cancel your subscription and then purchase a subscription plan again while your existing points are still valid, the validity of all the points in your account will be extended by 60 days starting from the day you made the purchase.
However, if you cancel your subscription and then do not purchase any other plan by the expiration date of your points, you will lose all the points you have left in your account after the expiration date.

How can I change my subscription plan?

  1. Click the Subscribe to a Plan button on your My Page.
  2. Select a plan that suits you and complete the payment.

If you purchase another plan, your current plan will be canceled and replaced with the newly purchased plan. From the following month onwards, your account will be charged every month on the day you purchased the new plan.
If there are any points remaining from the previous plan, the expiration date of all points will be extended to 60 days from the day you made the purchase.

How do I cancel my subscription plan?

  1. Click the Subscribe to a Plan button on your My Page.
  2. Click the Cancel My Plan button under the subscription plan list.
    *The Cancel My Plan button only appears if you are currently subscribed to a plan.

What happens to my points if I cancel my plan?

Even if you cancel your plan, you can still use the points you have left on your account by their expiration date. You can also finish the lessons you have already booked.
If you cancel your subscription and then purchase a plan again while your existing points are still valid, the validity of all the points in your account will be extended by 60 days from the day you made the purchase.
However, if you cancel your subscription and then do not purchase any other plan by the expiration date of your points, you will lose all the points you have left in your account after the expiration date. Please note that you cannot get a refund for any unused points you have left in your account.

About Lessons

What do I need to take lessons on SuraPera?

To take lessons on SuraPera, you need the following four things.

  1. A computer or a smart device
  2. A stable Internet connection
  3. Zoom app
  4. A webcam and a headset (or a microphone and speakers)

If your computer does not have a built-in camera, we recommend getting an external webcam separately. For details on how to use Zoom, see About Zoom Lessons.

How many lessons can I take per day?

There is no daily lesson limit. As long as you have enough points, you can book as many lessons as you like.

When can I book a lesson?

The system allows you to book lessons 24 hours a day. Keep in mind, however, that you may not be able to book lessons at certain times or on certain days if there are no teachers are available.

How long before I want to start my lesson do I need to book it?

You need to book your lesson at least 12 hours in advance.

Can I take a 50-minute lesson?

Yes, if you wish to take a 50-minute lesson, simply book two consecutive 25-minute slots. (Please note that you will have to book a lesson for each time slot separately.)

How many months in advance can I book a lesson?

You can book a lesson on any date before the expiration date of your points. You can check the expiration date of your points on your My Page.

Is there anything I should do before my lesson starts?

Start Zoom and test your camera, microphone, and speaker.

Please note that if you cannot take your lesson because of an issue with your devices, you will not get your points back.

Can I contact my teacher before a lesson?

Yes, you can.
In the My Lesson List section on your My Page, click the lesson name to see the Lesson Details page, enter the text in the Message section at the bottom of the page, and send your message. Any messages you receive from your teachers will appear on this page. (A notification will also be sent to your registered email address.)

How do I cancel a lesson?

When do I get my points back after canceling a lesson?

If you cancel your lesson at least 24 hours before it is scheduled to start, you will get your points back immediately. If you cancel your lesson after that, however, we cannot give you back your points. For details, see Lesson cancellation on the How to Get Started page.

I want to make sure my lesson was booked correctly.

After booking your lesson, a booking confirmation email will be sent to the email address you have registered. Please check your inbox. You will also receive a notification if you cancel a lesson.

What should I do if my teacher does not show up?

  1. Try restarting your Zoom app.
  2. Send a message to your teacher from the Lesson Details page.
  3. If you are still unable to reach your teacher, select “Not completed” when you review the lesson. We will contact the teacher to find out what the issue was and then get back to you with an answer as soon as possible.

I could not join my lesson because of an issue with my device/Internet connection.

If your lesson is interrupted due to an issue with your device or Internet connection, we cannot give you back your points.

Deactivating or Withdrawing from Your SuraPera Membership

Can I temporarily deactivate my account?

There is no option to temporarily deactivate your account. However, as long as you cancel your plan, you will not be charged for any subscription fees. However, if you have not used your account for more than six (6) months or longer, your account may be deleted. In that case, please contact us using the Inquiry Form and we will restore your account.

How can I withdraw from SuraPera membership?

There are no procedure for withdrawing from membership. We recommend that you keep your account, as you will not be charged if you cancel your plan.
If you still wish to delete your account, please contact us using the Inquiry Form and we will delete your account.