FAQ

What is MOA？

    MOA is an online tutor matching service for anyone who wants to learn regardless of age and the purpose of the study.
    MOA will meet a variety of needs for learning immediately at high quality and yet low price.


    I don't know where to start.

      You can start from a Free Trial lesson. It takes only 3 simple steps.

      • 1. Become a member from here.
      • 2. Prepare things you need for the lesson (PC, microphone, webcam, Zoom)
      • 3. Choose a tutor and book the lesson from My Page and sign in to Zoom.

      You can「purchase points」You can purchase points after the free trial if you want to take more lessons.

      What do
      I need for taking lessons?

        You need the following equipment and application.

        • 1. PC with internet access
        • 2. Zoom
        • 3. Microphone, webcam

        Please check more info about Zoom from here.

        When is
        the lesson time?

          Basically, MOA is open 24 hours a day, 7 days a week.
          1 lesson is 25 minutes.
          There are tutors living overseas, so we have lessons early in the morning or late at night as well.
          The start time of the lessons are every 30 minutes. (19:00～19:25, 20:30～20:55)

          Can kids take lessons?

            Yes.
            MOA doesn't have any age limit for users. As for now, we have 3 years old kids taking the lessons.
            You can try out how the online lesson goes with a free trial lesson.

            How many lessons can I take in a day?

              You can take as many lessons as you want if you have sufficient points.

              I signed up for a membership,
              but I haven't received any emails.

                It could possibly be sorted into your spam folder. Please check your spam folder.
                If you couldn't find it in the spam folder either, you may have registered a wrong email address, so please sign up again.
                If you get a message saying the email is already being used,
                please contact the MOA Management indicating the email you registered.

                How can I purchase points?

                  Sign in to My Page and click “Purchase points”. Choose the payment method and purchase plan and follow the instructions written there.
                  If you pay by credit card, points will be given right away. Bank transfer will take some time because we need to confirm the money received.
                  If you'd like to use points soon, please purchase points by credit card.

                  Can I cancel the lesson?

                    You can cancel the lesson until “2 hours before the lesson starts.”
                    If you cancel the lesson multiple times that it affects other members who want to take lessons, we may take other measures.

                    I couldn't take the lesson because I had a problem with Zoom.

                      If the problem was caused by the system error of Zoom or any reason that is not caused by you,
                      we will return all the points. Please report the details to MOA Management.
                      If the problem was caused by you, we are afraid we cannot return points.

                      Will it be efficient even if
                      I can't take lessons from the same tutor every time?

                        Yes. MOA has a system where tutors can share the following things.

                        • 1. Lesson contents
                        • 2. Study progress
                        • 3. Things you were struggling with

                        There will be no other information sharing, so please be assured.

                        How can I make a booking?

                          Sign in to My Page and go to “Book a Lesson”.

                          Can I exchange a message with tutors before the lesson?

                            Yes. If you want to share some information before the lesson, take the following steps.
                            My Page → Upcoming Lessons → Check the Details
                            Use “the Message”function and send a message.

                            Can I choose a tutor?

                              Yes. You can choose tutors from the list freely.
                              We have a variety of professional tutors with different backgrounds and experiences.

                              Can I take lessons from outside Japan?

                                Yes.
                                You can take lessons from anywhere in the world as long as you have the internet access, microphone, and a webcam.

                                How can I pay?

                                  By credit card or bank transfer.

                                  Credit card

                                  We use a payment system by ROBOT PAYMENT INC..You can use Visa and Mastercard.

                                  Bank transfer

                                  Please submit the application form for bank transfer. Once the payment is confirmed, points will be given.

                                  Can I get a receipt?

                                    We are afraid we don't issue a receipt.
                                    We can provide a transfer receipt issued by a bank or a credit card statement.

                                    Lesson was cancelled by a tutor. Am I going to lose points?

                                      No. If the lesson was cancelled for the tutor's convenience, all the points will be returned to you.
                                      If the tutor requested the cancellation through the system, the points will be automatically returned to you. In other cases, please report to the Management.

                                      Do students also need to use a webcam？

                                        Yes. Using a webcam is mandatory.
                                        It allows a video call and it will help make better communication and better lessons.

                                        What are the recommended system requirements?

                                          Please check the following.

                                          System Requirements

                                          Internet connection
                                          • — Wired broadband, Wireless (3G or 4G/LTE)
                                          Speaker and Microphone
                                          • — Built-in, USB plugin, Wireless Bluetooth
                                          Webcam or HD webcam
                                          • — Built-in, USB plugin,

                                          Operating System

                                          PC
                                          • — Windows7, 8, 8.1, 10
                                          • — macOS X
                                          • — Ubuntu 12 or later
                                          • — Linux 6.4 or later
                                          Smartphone/Tablet
                                          • — iOS 8.0 or later / iPadOS 13 or later
                                          • — Android 5 or later

                                          Specs

                                          PC
                                          • — Processor: Dual core 2Ghz or later（i3/i5/i7 or equivalent to AMD）
                                          Smartphone/Tablet
                                          • — iPhone 4 or later, iPad Pro, iPad Mini, iPad 2 or later
                                          • — Android 5 or later
                                          • — Surface PRO 2 or Win 8.1 or later

                                          Internet browser

                                          Windows
                                          • — Mozilla FireFox 27 or later
                                          • — Google Chrome 30 or later
                                          • — Microsoft Internet Explorer 11 or later / Microsoft Edge 12 or later
                                          Mac
                                          • — Apple Safari 8 or later
                                          • — Mozilla FireFox 27 or later
                                          • — Google Chrome 30 or later
                                          Linux
                                          • — Mozilla FireFox 27 or later
                                          • — Google Chrome 30 or later
                                          iPhone/iPad
                                          • — Safari5 or later
                                          • — Google Chrome 30 or later
                                          Android
                                          • — Webkit(default) / Google Chrome 30 or later

                                          Internet environment

                                          Carrier
                                          • — Any
                                          Provider
                                          • — Any
                                          Network
                                          • — Wired broadband, Wireless (3G or 4G/LTE)
                                          Line speed
                                          • — High quality video-600kbps(Up/Down)
                                          • — 720p HD video-1.2Mbps(Up/Down)
                                          • — 1080p HD video-3.8Mbps/3.0Mbps(Up/Down)

                                          Application

                                          Zoom
                                          • — latest version is recommended

                                          Others

                                          • ・ We recommend closing other apps during the lesson.
                                          Can I book the lesson which takes place after my points expire?

                                            No. We're afraid you can't bok the lesson that's after your points' expiration date.
                                            However, if you purchase another points, the expiration date of the current points will also be renewed for another month.

                                            When should I sign in to Zoom?

                                              Please sign in to your account 5 minutes before the lesson and check your audio and camera.
                                              We recommend having some time to be safe rather than signing in right on the lesson time to avoid connection troubles.
                                              ※ Please note you cannot join the meeting outside the lesson time.

                                              Can I take a trial lesson for free?

                                                Yes. You will be given 3000 points when you become a member for a trial.
                                                If you are new to online lessons, please feel free to try it. See the Quick Start Guide from here.

                                                I'm using a Mac. Will it be okay for the lesson?

                                                  Yes. There's no problem.

                                                  Is there an enrollment fee when becoming a member?

                                                    No. You can become a member without any fee.
                                                    You don't need to choose the payment method when signing up for the membership.
                                                    If you'd like to purchase some points, you can purchase points from My Page after becoming a member.

                                                    Can I edit or delete the information I registered?

                                                      Yes.You can edit it on the Edit Profile page on My Page.
                                                      You don't need to choose the payment method when signing up for the membership.
                                                      If you'd like to purchase some more points, you can purchase points from My Page after becoming a member.
                                                      If you'd like to delete your registered information, we need to delete your membership. Please contact us through an online form on our website.

                                                      Can I redeem points when I delete the membership?

                                                        We are afraid you cannot redeem points you've already purchased as it's written in the Terms of Service.

                                                        If I were late for the lesson, can I still take the lesson?

                                                          We accept members being late for 5 minutes.
                                                          If you were late for more than 5 minutes without informing the tutor,the lesson will be considered as cancelled.
                                                          If you will be late for some reason, please make sure you message the tutor.

                                                          • ※ If you cancel the lesson less than 2 hours before the lesson starts, you will lose your points.
                                                          When signing up for a membership, it shows that the email cannot be used. What should I do?

                                                            Each account needs to have a different email address. Please try with another email if you already have an account with that email.
                                                            In other cases, please contact us from an online form on our website.

                                                            When will the tutors' schedules be up?

                                                              Tutors register their schedule on their own, so there's no certain time for that.
                                                              Tutors make comments about updates on their profile as much as possible, so please use it as a reference.

                                                              Can I send a message to a tutor after the lesson?

                                                                Yes, you can send messages until 1 hour after the lesson has finished. Please be advised that you will not be able to send any messages once more than 1 hour has elapsed after the lesson.

                                                                I have trouble using Zoom.

                                                                  Please refer to the Zoom support desk.
                                                                  The basic instructions for Zoom can be found here.

                                                                  I cannot take the lesson because of the urgent appointment.

                                                                    You can cancel the lesson until 2 hours before the lesson starts. Please take the following steps as soon as possible.

                                                                    How to cancel a lesson

                                                                    My Page→Upcoming Lessons→Choose the relevant lesson Select Cancel
                                                                    If you cancel until two hours before the lesson, you will get your points back.
                                                                    However, if you cancel the lesson too often, it may cause inconvenience to the tutor and other members, so we may possibly delete your membership.
                                                                    Booking a lesson is not a tentative reservation, so please check your schedule and make a booking.
                                                                    If the lesson starts within 2 hours, you cannot cancel the lesson. (You will lose the points)
                                                                    There is no mandatory procedure for that case, but it would be appreciated if you could send a message to the tutor through the message function on the system to avoid them preparing and waiting.

                                                                    How to send a message

                                                                    My Page→Upcoming Lessons→Choose the relevant lesson Send a message from the “ Message Box.”

                                                                    How do I delete the membership?

                                                                      If you'd like to delete the registered account information, please contact us from the online form on our website.
                                                                      If you'd like to cancel your purchase plan, please take the procedures written here.

                                                                      When is the deadline for a booking?

                                                                        You can book a lesson 3 hours before the lesson starts.

                                                                        Can I take a lesson on my smartphone or tablet?

                                                                          Yes. You can use a smartphone and a tablet if you have a Zoom application.
                                                                          However we don't recommend using them since there is a high risk of causing connection problems.
                                                                          Please be aware that you cannot get your points back if you couldn't take the lesson because of the connection problem caused by you.
                                                                          Also we're afraid we cannot offer you support for this case.

                                                                          Is there any solution for problems with the Zoom screen display?

                                                                            You could possibly have screen display trouble because of the browser.
                                                                            We recommend you use Google Chrome. Please give it a try by downloading the app from here.
                                                                            https://www.google.com/intl/ja_jp/chrome/

                                                                            If you still cannot solve the problem, please report us the following.

                                                                            • ・ Screenshot of the relevant screen※
                                                                            • ・ OS version you're using
                                                                            • ・ Browser you're using
                                                                            • ※ Screenshot means the image of the computer screen. Please check here for how to make a screenshot.
                                                                            Can I transfer points to others?

                                                                              No. You cannot share your points with others even if it's family or friends.
                                                                              Also using one account with multiple users is not allowed.

                                                                              How can I check spelling during lessons?

                                                                                Please use the chat function on Zoom. Feel free to ask tutors during lessons.

                                                                                Tutor did not show up to the lesson.

                                                                                  We apologize for the inconvenience.
                                                                                  If you couldn't take the lesson because of the tutor's fault, we will return the points to you.
                                                                                  Please wait for a while as we need to check with the tutor the situation. We appreciate your patience.

                                                                                  When will I get the points if I make a bank transfer on Saturday/Sunday/public holiday?

                                                                                    We cannot confirm the deposit when the bank is closed, so we will check on the next working day and give you points.
                                                                                    Also, if your current points expire during weekend and public holidays, please make a bank transfer earlier to enable us to check the deposit on working days.


                                                                                    e.g.

                                                                                    How can I cancel lessons?

                                                                                      Please take the following steps.

                                                                                      • 1. Sign in to My Page
                                                                                      • 2. Check “Upcoming Lessons”
                                                                                      • 3. Choose the lesson you want to cancel
                                                                                      • 4. Select Cancel at the bottom of the page
                                                                                      • 5. Confirmation message will appear, so click OK

                                                                                      When you complete the cancellation, the lesson information will disappear from the Upcoming Lesson list.

                                                                                      • ※ Please note that you cannot cancel the lesson that starts within 2 hours.
                                                                                      How can I cancel the purchase plan I applied for?

                                                                                        Please take the following steps.

                                                                                        • 1. Sign in to My Page
                                                                                        • 2. Click on “Credit Card Payment” on the “Purchase Points” page.
                                                                                        • 3. Click on “Cancel”
                                                                                        • 4. Confirm to Cancel
                                                                                        • 5. Cancellation is completed if the message “Cancellation is completed” shows up.
                                                                                        How long is the lesson?

                                                                                          1 lesson is 25 minutes long. The start time of the lessons are every 30 minutes. (19:00～19:25, 20:30～20:55)
                                                                                          If you'd like to take 2 consecutive lessons, you can have 50 minutes lesson without having a break in between, or you could have a 5 minutes break. Please discuss with the tutor.

                                                                                          How can I use Google Meet for the second slot lesson in case of the consecutive lessons?

                                                                                            If you have booked multiple slots in a row, the lessons from the second slot onwards will be conducted using Google Meet instead of Zoom.
                                                                                            After the first lesson, the tutor will send you a link to the Google Meet, so please switch to it. (You don't need a Google account, and you can join Google Meet from your browser.)

                                                                                            Please enter Google Meet meeting by either Method ① or ② below.
                                                                                            ① Paste the shared meeting link directly into your browser.
                                                                                            ② Launch Google Meet, enter the link in the [Enter Meeting Code or Link] field, and click [Join].

                                                                                            Does MOA have any closing day?

                                                                                              We may have certain closing days for our system maintenance, but basically MOA is open 24 hours a day, 7 days a week.
                                                                                              Also, some tutors may have a long holiday. For that case, we ask tutors to announce it on their profile page beforehand.

                                                                                              Lesson information does not appear on the Upcoming Lesson page although I booked it.

                                                                                                It's possible that tutors cancel their lessons because of an urgent matter and the lesson will be cancelled once the tutors request it.
                                                                                                We're sorry for the inconvenience. When the lesson is cancelled, your points will be returned to you right away. The information about the cancelled lesson won't appear on My Page, however, you will receive a notification email from us with the tutors' comments, so please check your registered email. If you don't receive any emails, it might possibly be in your spam folder. If not, please check your email setting to accept the emails from “@master-online-academy .com”.

                                                                                                I want to change my purchase plan.

                                                                                                  You need to cancel your current purchase plan and apply for the new purchase plan.
                                                                                                  Please refer here for how to cancel your purchase plan.
                                                                                                  As soon as you apply for a new purchase plan, you will receive points, so we recommend using up certain points you currently have.
                                                                                                  You can use the current points until the expiration date even after renewing the purchase plan.
                                                                                                  Please be assured that the booked lesson will not be affected with the change of the plan.

                                                                                                  Can I apply for a monthly subscription by bank transfer?

                                                                                                    No. It needs to be paid by credit card.

                                                                                                    I want to check if the audio and camera work properly via Zoom.

                                                                                                      You can check them from the Zoom test meeting by following the steps below.

                                                                                                      • 1. Visit https://zoom.us/test
                                                                                                      • 2. Click the Join button to launch Zoom.
                                                                                                      • 3. Click “Open Zoom Meetings” in the dialog your browser displays If the dialog does not appear, click “Launch Meeting” in the browser.
                                                                                                      • 4. The Zoom application will launch and the test will begin. Please follow the instructions on the screen.
                                                                                                      Opponent cannot hear my voice on Zoom.

                                                                                                        Here are some possible reasons.

                                                                                                        Your microphone is not connected right or it's muted.

                                                                                                        Please check again if your earphones
                                                                                                        headphones are connected right and the microphone icon is on.

                                                                                                        Your audio setting is wrong.

                                                                                                        If you have an internal microphone on your PC and you're using an external microphone such as earphones/headphones,
                                                                                                        you need to choose the right audio setting on Zoom.
                                                                                                        Click on the microphone icon on your screen and try the other option for microphone.

                                                                                                        Can I still take lessons after I cancel the purchase plan?

                                                                                                          Yes. You can use your account and points you've already purchased until its expiration date.

                                                                                                          Bank holder's name for bank transfer and my account name are different.

                                                                                                            There's no problem. Please be aware of the following when making a bank transfer.

                                                                                                            Please submit the form for bank transfer.

                                                                                                            You can find the form from the “Bank Transfer” page under the “Purchase points” tab on My Page.

                                                                                                            Please add your membershipID at the front of the bank holder's name when transferring money.

                                                                                                            What should I do if I want to take lessons after I take the free trial lesson?

                                                                                                              If you'd like to take more lessons, please purchase points.
                                                                                                              Sign in to My Page and you can purchase points from the “Purchase Points” tab. Once you purchase points, you can book lessons.Please note that you will receive points after we confirm the deposit if you purchase by bank transfer.

                                                                                                              • ※ We will send a notification email.
                                                                                                              What will happen to the expiration date of the points I currently have after renewing the plan?

                                                                                                                Expiration date for the points is for 1 month after you received the points.
                                                                                                                If you apply for a new plan when holding some points, the expiration date of your current points will be extended for another month.


                                                                                                                e.g.

                                                                                                                I cannot connect to Zoom and cannot get a lesson.

                                                                                                                  If the lesson was not conducted due to connection trouble, please report to us from the lesson completion report on the system since we will not be able to handle the situation at the spot even if we receive emails. Also, please note that if the connection trouble was caused by the member's side, points cannot be returned to members as indicated in the Terms of Service for members.