Help & FAQs

Using HomieSapien is the first step in your journey to discovering the power you hold within yourself.

But it can be overwhelming, confusing and frustrating if you haven’t experienced online coaching before. Our FAQs are designed to give you an insight into what a life coach is, how to find a suitable coach and what to expect in a session. If you do need further help, please don’t hesitate to contact our team for more information.

Getting Started

  • What is HomieSapien?
  • How much does HomieSapien cost?
  • How does the HomieSapien sign-up process work?
  • What is an O.G.?
  • Who are HomieSapien online O.G.’s?
  • What can an O.G. help me with?
  • How do I become a Certified O.G.?
  • How do I rank higher in search results?
  • What is HomieSapien’s satisfaction guarantee?
  • How does HomieSapien get paid if this is a free service?
  • What can I do to make sure I don’t pay too much for my projects?

Account Management

  • How do I change my password?
  • How do I change my e-mail?
  • I forgot or lost my password. How do I sign-in?
  • I’m having trouble getting through reCAPTCHA. What should I do?
  • I’m getting an error when I try to login; what should I do?
  • How do I manage my my notifications?
  • Can I have more than one account?
  • How do I delete my account?
  • Do you offer O.G.’s any tools to manage leads?
  • Will HomieSapien cancel an O.G.’s account upon receiving a customer complaint?
  • My account was banned. Can I create a new one?

Profile & Settings

  • What details of mine are public?
  • Is my HomieSapien profile Search Engine Optimized?
  • How do I message an O.G.?
  • Can I decline a new homie’s coaching request?
  • How do I upload or change my profile photo?
  • What can I do if I receive a bad review?

HomieSapien App

  • How do I install the HomieSapien app?
  • How to update the app?

Payments & Refunds

  • How do O.G.’s pay for clients?
  • Can I tip my O.G.?
  • How and when do O.G.’s get paid?
  • What payment methods do you accept?
  • Why should payment and communication be done through HomieSapien?
  • Which payment providers does HomieSapien use?
  • Why was my credit card declined?
  • Can I cancel a lesson?
  • Do I only pay for the sessions I coach? 
  • What is the service fee?
  • Do O.G.’s need to submit a W-9 tax form to HomieSapien?
  • Will I receive a 1099 tax form from HomieSapien?
  • How do I use a gift card?
  • Are homies required to have payment on file before they join an online lesson?
  • What is your refund policy?

Audio/Video

  • What if I am having problems connecting to the online tool for a lesson?
  • Why can’t I see video?
  • What do I do if the audio stops working during my lesson?
  • What do I do if the video stops working during my lesson?
  • Why can’t I hear anything?
  • Why can’t they hear me?
  • Why isn’t my video working?
  • Why do I hear an echo of my voice?

How can we help?

Getting Started

What is an O.G.?

An O.G. is a trained professional who aims to help and guide individuals to make, meet and exceed personal and professional goals. They support clients on a journey to rediscover their own strength and abilities: this can include excelling in the workplace, becoming happy and fulfilled at home, exploring your potential, managing health conditions, and achieving life ambitions.

Who are HomieSapien online O.G.’s?

Many types of professionals have found part-time remote work with HomieSapien: coaches, mentors, consultants, teachers, trainers, therapists, & other industry experts.

What can an O.G. help me with?

O.G.’s utilize techniques to help their clients in all aspects of life. If you’ve ever struggled with something – whether it be sticking to a diet, learning a language, moving out of your comfort zone, improving your confidence or self-esteem, then consulting a life coach could help you.

A life coach will approach things pragmatically. Through questions and exercises, he or she will try to get an idea of how you perceive the world. From this, they will be able to identify the most effective route to your goal. Some people feel intimidated by the idea of change and so need to take things slowly to fulfil their goals. In this situation, a life coach might divide ultimate goals into smaller bite-sized pieces. Other people may get impatient and lose interest. In this situation, a life coach might suggest introducing stronger reminders and incentives to keep them on track.

However you approach life, your life coach will be able to tailor your sessions to fit. Subjects life coaches deal with include:

  • Relationships – Do you wish you had the confidence to approach someone you like romantically? Do you struggle with commitment? Are you struggling to cope with a divorce? A life coach could help you to understand your love-life and work towards improving it.
  • Business life – Starting and running a business is tough work. Sometimes we get so absorbed in hard work we neglect ourselves. Life coaches can help build confidence, develop leadership skills, enhance decision-making and asses your work/life balance.
  • Personal life – Do you feel like you’re not making the most of life? There’s so much to see, do and learn in this world, but often a lack of confidence, time and will-power can cause us to stay inside our comfort zones, doing nothing. Life coaches use specialist skills to motivate their clients to do the things they want to do, see and achieve, so they can finally fight the urge to procrastinate.
  • Performance – Improvement is at the heart of life coaching. Whatever your skill, life coaching could help improve it. Whether you’re an athlete, an artist, a writer, a performer, or a musician – adopting specialist techniques will help you to push your limitations and exceed expectations.

For a full list of subjects our O.G’s deal with, head over to our topics section.

How do I search for an O.G.?

In the top left-hand corner of this page, you’ll see a box that says ‘Find a business or life coach near you’. All you have to do is type in your postcode, town or county and hit the search icon. This will take you to a list of all life coaches working in your area. To find out more about each life coach, simply click on their name. This will take you to their profile, where you can find contact details, price lists and a description of who they are, what they do and how they can help you.

What happens during a coaching session?

Coaching sessions will typically last between 45 minutes and 60 minutes (depending on the life coach you choose). Often after an initial assessment, sessions can be conducted over the phone, face to face, over email, via Skype and occasionally through instant messaging.

During the session, your life coach will ask you a number of questions, such as what you want to achieve in life, what areas you’re unhappy with and where you’d like to see yourself in the future. Although a life coach will work with you, it’s often up to you to challenge or reflect upon certain ideas you have to help you move forward with your life. You will never be forced to make any decisions you don’t feel comfortable with and all sessions will be confidential, allowing you to explore your thoughts and feelings privately in a safe space.

Coaching is often seen as a partnership between you and your coach, who will gently encourage you to explore how to make positive changes in your life based on your aspirations. A life coach should also offer support and feedback to help you to stay focused on your goals and will occasionally set you tasks and objectives to work on outside of sessions.

How do I become a Certified O.G.?

Every O.G. profile requesting to be certified is manually reviewed by the HomieSapien team. We speak with every O.G. and evaluate each profile to determine whether it meets our unique set of quality standards. If we decide O.G. is a good fit for for certification, we’ll approve their profile, and they can use our certified badge on their profile, website and social media.

What is HomieSapien’s satisfaction guarantee?

Satisfaction Guarantee. If a homie is dissatisfied with an initial consultation for any reason, the homie will not be charged so long as the reason for the dissatisfaction is reported within twenty-four (24) hours after the session is completed. The homie must login to their account and select the button to Report a Problem on the Messages page including the chat history with the lawyer. The homie must then submit the reason why the homie is dissatisfied using the form to report the problem. Homies acknowledge that any right to cancel the pre-authorized payment or to receive a partial or full refund is forfeited if the homie has not reported the problem to HomieSapien as provided herein within twenty-four (24) hours after the session is completed.

What can I do to make sure I don’t pay too much for my projects?

Pay close attention to bids and contracts. It is your responsibility as a customer to get bids, and all prices should be clearly stated on contracts. If something is unclear to you, ask questions.

How does HomieSapien get paid if this is a free service?

You are not charged for this service because O.G.’s pay advertising fees to participate in HomieSapien’s network. O.G.’s specify the type of work they do. HomieSapien provides new customer leads that match these requests and O.G.’s pay a fee for each lead they receive. These fees do not affect your estimate.

Account Management

Do you offer O.G.’s any tools to manage leads?

Yes. We offer a robust, user-friendly system that lets you categorize and organize your leads, keep track of communications, and connect with prospects via phone or email with the touch of a button. Our mobile app also lets you take these tools on the road to help you stay on top of your pipeline. And best of all, these tools are all free for our customers.

My account was banned. Can I create a new one?

No. Banned homies & O.G.’s can only have one account, ever.

If your account is banned, it is because you violated our rules and have lost your privilege to participate in our community.

I forgot or lost my password. How do I sign-in?

If you have forgotten or lost the password for your HomieSapien account, there is an easy way to recover it:

I’m having trouble getting through reCAPTCHA. What should I do?

HomieSapien utilizes Google’s reCAPTCHA service to protect the accounts of our Designers and Customers from attempted logins by bots. If you’re having trouble passing reCAPTCHA and successfully logging into your account, we understand how frustrating this can be!

Google determines the number and strength of CAPTCHAs for each user. If you’re receiving a large number of CAPTCHAs to solve, Google may need to be more confident that you are a real person before they let you through the reCAPTCHA step of the login process. Here are a few suggestions to build confidence:

  • Log in to your Gmail account (or another Google product where you have an account) using the same browser and device you’re using to log into HomieSapien
  • Do not clear your browsing history or cookies while experiencing a large number of CAPTCHAs
  • Do not attempt to pass reCAPTCHA while in Private or Incognito mode on your browser

If you continue to experience issues after following the above suggestions, please reach out to us: we’d be happy to assist you!

I’m getting an error when I try to login; what should I do?

Enter your email address on the login screen and then press Forgot Password? to receive a reset password email. That solves most login problems we hear about. If it doesn’t find your email address, then you probably created your account with a different email address.  

Why should payment and communication be done through HomieSapien?

Keeping your communication and payment on HomieSapien helps us protect you. Completing payment or communicating outside HomieSapien makes it hard for us to assist you in fulfilling Copyright transfer, to protect your personal information, and puts you at risk of fraud, phishing or other security issues.

HomieSapien will never ask you to pay outside of our website, via bank transfer or email. All fees and taxes are handled through and included in your payment on HomieSapien.

How to report suspicious messages

If someone is asking you to pay off-site or through another company, report the O.G. or contact us immediately.

 

How do I use a gift card?

The HomieSapien Gift Card is a prepaid card, valid for one year from the date of purchase. It can be used to book lessons with any O.G. listed on the HomieSapien platform. The Gift Card is materialized by an order confirmation email indicating the amount credited and containing a personal code that can be used on the platform at the time of course payment. After registration and creation of a user account, the Card can be used for the first time with the associated code. The balance remaining if there is a balance, will be automatically credited and mentioned on the user account.

Can I have more than one account?

No.

Creating multiple accounts is against our terms of use.

It not only dilutes your reputation and confuses other users, it’s also very confusing for our support team. We routinely detect and ban multiple accounts.

Can I decline a new homie’s coaching request?

Homies listed on HomieSapien have the discretion to decline any student’s request. As an O.G. on HomieSapien, you work only with the homies you choose.

When you receive a new student request through your profile, you will be given the option to decline the request. Selecting “[No] Let the Student Know” will notify the student letting them know that you are not available to assist them. This message will include suggestions for other tutors that may be a good fit for the student’s needs.

How do I cancel my account?

You can cancel your account at any time through your HomieSapien settings.

Profile & Settings

How do I edit my HomieSapien profile?

You can edit your account info, update your profile picture, manage your calendars, and more, all from the profile tab. Here’s how:

  • Sign in to your HomieSapien account.
  • Select your name in the upper right corner of the screen. Select Profile.
  • From your profile, you can manage the following areas of your account:
    • Account Info: Update your address, email address, profile photo, phone number and payment method.
    • Services / Rates. Edit what services you offer, rates, and preferences.
    • Profile. Edit your profile details, add photos, request testimonials, and complete your background info.

 

What details of mine are public?

First, you should know that we take your privacy very seriously and it is extremely important to HomieSapien. Our full Privacy policy can be found and read here.

Below is a breakdown of what information is public:

•  Your HomieSapien profile, unless otherwise indicated, is public to site users and visitors.

•  Your Profile shows your display name (which is your unique indicator around the site) and can show your profile picture, your custom URL, your country, your services, and your bio.

Pro Tips

Your profile is automatically created when you make an account on HomieSapien. Everything else (your profile picture, custom URL, country, and bio) will remain blank unless you choose to add those details.

Is my HomieSapien profile Search Engine Optimized?
You bet! Yes your individual HomieSapien profile page is search engine optimized with the right keywords that describes your business and its indexed on Google and other search engines. Listing with HomieSapien increases your online visibility to your potential clients and will also bring you more profit. 

How do I message an O.G.?

If you’ve already found a O.G. you’re interested in, you can send them a message by visiting their profile page. If you’re just beginning to look for the perfect O.G. for your goal, perform a search for the subject you need help with, and HomieSapien will instantly present a list of tutors who meet your criteria.

HomieSapien App

How do I install the HomieSapien app?

 

How do I update the app?

Payments & Refunds

How do I get paid for bookings?

The Payments section of your account allows you to view, manage, and withdraw funds for completed bookings. Payments for HomieSapien bookings will be available for withdrawal 2 days after you successfully complete a service. 

Your PayPal payment was declined? 

There could be several different reasons why you’re seeing an error message or why your payment won’t go through.

If your debit or credit card was declined, check to see if:

Your card has expired or out of date—if the card you have on file doesn’t have your current billing address or is expired it will be declined. You can update your card information in your PayPal account.

You need to confirm your card—your card may need to go through a confirmation process. Please note if there’s no “confirm credit card” link on your card details page within your PayPal Wallet, you don’t need to complete this step.

Your card company or bank has more information—if the above steps don’t solve the issue, you can call your credit card company to identify the problem. To protect your privacy, your debit or credit card company or card issuer doesn’t tell PayPal why your card was declined. If you can still use your card, please try your transaction again.

If your payment won’t process with your bank account or you’re still having problems with your card, try:

  • Changing your payment method at checkout. If you only have one payment method linked to your PayPal account, you’ll need to add another payment method before you can do this. You can add a credit or debit card or add your bank account. Both options are quick and easy and will give you more flexibility at checkout. 
  • Confirming your recipient’s email address or phone number is entered correctly. Make sure the recipient has finished registering for their PayPal account by confirming their information. A payment will fail if they haven’t completed this process.

*Source: www.paypal.com

Not sure if the payment went through?

Whenever you’re not sure if the payment did go through, please check your bank statement. If you don’t see a recent transaction to HomieSapien on your online banking statement – this means you were not charged.

If you did not get a successful transaction message or any email from us with information about the session you have just purchased, it means:

  • Either that the email address that you filled up in the payment form is misspelled.
  • Or that the payment couldn’t be processed and did not go through so you have not been charged. This also means that you don’t have access to your coaching session yet.

How do these fees impact my business?

For O.G.’s on HomieSapien, these fees are designed to support you every step of the way, and they’re standard in our industry. We use these standard service fees to do things like:

  • Continually improve your experience with the HomieSapien website and mobile apps.
  • Expand our Trust & Safety team to offer best-in-class 24/7 emergency support. (That means whenever you call, we’ll be there to answer.)
  • Create original educational content specifically for sitters in our Sitter Resources Center and Help Center.

In short, these fees help us build our business so we can help you build yours.

Will I receive a 1099 tax form from HomieSapien?

HomieSapien is not a tax advisor and cannot provide advice about taxes, income reporting, or unemployment.

If you’ve withdrawn over $600 via check over the course of a calendar year, HomieSapien will send you a 1099 tax form. 

If you receive payments via PayPal, then you won’t receive tax documentation from HomieSapien. Since PayPal distributes these funds to you, it is responsible for handling your tax documentation in accordance with its own tax reporting practices.

I qualify to receive a 1099 from HomieSapien. How and when will I receive it?

All 1099s will be mailed to the address listed on your W-9 on January 31.

What if I don’t meet the requirements to receive a 1099 from HomieSapien?

The fact that your payments on Rover do not reach $600 in a tax year does not relieve you of your obligation to report and pay taxes for income received through the Rover platform. We encourage you to consult with a tax advisor to better understand your requirements.

  • For more information, visit the IRS website about independent contractors and 1099/W9 information.
  • If you have questions about receiving or submitting a Form W-9, please contact Rover Customer Support.

Can I tip my O.G.?

Yes! After payment is made and the session is completed, you will be given the option of tipping your O.G..

Why was my credit card declined?

We know how frustrating this can be! So let’s go over this together. There are a number of reasons why your payment with a credit card may not go through:

  • There was an error in inputting your credit card information
  • Credit limit is reached / credit is insufficient on your account
  • The card may be expired or not yet activated for online purchases
  • The credit card provider may have put restrictions on the card (which they sometimes do for online foreign transactions)

To overcome any of these challenges please follow these steps:

  1. Try using a different browser to make the purchase.
  2. Double check the credit card information you enter in the checkout page to make 100% sure it’s correct. Pay extra attention to: Credit card number, Expiration date & CVV number.
  3. Check your credit balance/bank statement if you have enough money to make the transaction.
  4. The above steps don’t work? Please contact your bank/credit card provider to verify if there are any issues with your card. 
  5. If even your bank cannot help and you think there might be something wrong with our checkout, please contact our Customer Support and we’ll get back to you as soon as possible! (Note: please add as much information as possible explaining the situation. Screenshots are extremely helpful.)

What’s a W-9? Do I need to submit one to HomieSapien?

Rover is not a tax advisor and cannot provide advice about taxes, income reporting, or unemployment.

A Form W-9 allows you to submit taxpayer identification information (i.e. social security number or tax identification number) to another company. If you are a U.S. taxpayer and redeem earnings via check, Rover will require you to complete a Form W-9.

How do I verify whether I need to submit a W-9 tax form to HomieSapien?

If we don’t already have a W-9 on file for you, you’ll be prompted to fill out a W-9  the next time you withdraw funds via check, as pictured below. HomieSapien must receive a completed W-9 back from you before issuing  your payments by check.

If you don’t see this prompt when withdraw funds via check, that means we already have a W-9 on file for you. You do not need to submit another W-9.

If you redeem all your earnings via Paypal, you don’t need to submit a W-9 to HomieSapien. This is because HomieSapien does not handle tax documentation for redemptions made via PayPal. If you have tax-related questions regarding earnings processed on PayPal, please consult a tax expert or contact PayPal directly.

What is the service fee?

HomieSapien charges a small service fee for each lesson. This fee helps us individually vet tutor applications, so we only list tutors with the most experience and subject matter expertise. It also covers services like our U.S.-based support team, which provides support 6 days a week.

Please note: lesson cancellations are subject to a tutor’s cancellation policy plus the standard 9% service fee.

Are homies required to have payment on file before they join an online lesson?

Yes, all students must have payment on file before they can schedule and have a lesson. Students without proper billing who attempt to join a session will received a notification that payment is required to log in to the online platform.

Will HomieSapien cancel an O.G.’s account upon receiving a customer complaint?

Your feedback is vital to the quality of service our member professionals provide. As with any credible grievance process, we first evaluate both sides of the story before making a final decision. Often, an unpleasant experience is the result of a simple misunderstanding between the two parties. However, if there is a negative trend against the service professional, we reserve the right to remove a service professional from our network.

Do I only pay for the sessions I coach? 

Yes, you will only be charged a service fee if a lesson is completed. If a homie cancels a session before the session starts, you will not be charged. If you complete a session, but the homie complains, you may not receive payment. Complaints will be evaluated on an individual basis.

What is the refund policy?

HomieSapien is committed to offering everyone the best possible experience with our platform and therapists. If you’re ever not satisfied, you can request a new therapist through your account settings.

HomieSapien acts as a conduit to arrange professional services, and those services are paid to the O.G.’s through their O.G. Agreement with HomieSapien. Generally refunds for unused time are not granted because the therapists charge for time that is scheduled to be used, much like other medical professionals. However, customer service reviews refunds on a case-by-case basis in conjunction with the therapists. We make accommodations if unique or legal circumstances (medical, death, disability, court orders, etc.) dictate the reason for the refund request. If a refund is not granted, usually we are able to make accommodations some other way such as a credit for future service.

 

Audio & Video

What if I am having problems connecting to the online tool for a lesson?

If you are having trouble connecting to the online tool for a lesson, the most likely issue is that your camera and/or microphone are not connecting to our platform properly. To troubleshoot the issue, try each of the following steps before moving on to the next.

  1. Make sure that you’re using the latest version of Google Chrome or Mozilla Firefox as your web browser. 
  2. Switch to a different browser. Approved browsers include Google Chrome, Mozilla Firefox, and Safari.
  3. Clear the history and cookies on your web browser. You’ll need to close the browser and open a new session, before attempting to start the online lesson again.
  4. Join the lesson from an incognito or private browsing window.
  5. If the camera and microphone icons in the online tool are red, try clicking or tapping the icons to activate them. If you were successful, the icons will appear grey. 
  6. Exit and reenter the online room. You should receive a pop-up asking you to allow HomieSapien permission to access your webcam and microphone. Make sure to click “Allow.”
  7. If you do not receive the pop-up, you can access your “Permissions” from the padlock symbol, located to the left of the URL at the top of the browsing window. You can click or tap this icon to ensure that you “Allow” HomieSapien access to your webcam and microphone.

If you take these steps and continue to experience issues connecting, please let us know. If you’re receiving an error message of any kind, feel free to take a screenshot and use the orange Support button on this page and attach the screenshot to your message to Customer Support. A representative will respond within 1 to 3 business days. 

Why can’t I see video?

There are two possible reasons why you may not be able to see the other participant’s video:

  1. The other user may have turned off their video.
  2. When starting an online lesson, the online tool will run a test in the background to determine whether a user has enough bandwidth to display video. If there is not enough bandwidth available, the user will be automatically switched to audio-only in order to provide the best possible experience for both participants.

What do I do if the audio or video stops working during my lesson?

Reconnect to Fix A/V Issues. If that doesn’t work, try reloading your web browser. The most common way to fix audio/video issues is to reload the lesson. This can be done by navigating to Help > Reconnect to Fix A/V Issues. If that doesn’t work, try reloading your web browser. As a last resort, quitting your browser completely and reopening it often resolves most issues.

Why do I hear an echo of my voice?

It is common to hear an echo if you are not using headphones. For the best experience, it is strongly recommend always using a headset or headphones.

Below is a list of things that you could also try to reduce echo:  

  1. Reduce the volume of your speakers.
  2. Reduce the sensitivity of microphone. This will require a change in settings via Control Panel (for PM) or System Preferences (Mac).

Why isn’t my video working?

There are a number of reasons why your video may not be working. Try these troubleshooting steps:
1. Make sure you’ve granted permission in your web browser to HomieSapien
2. Make sure you’ve chosen a default video setting (e.g. If your device has more than one camera.)
3. Make sure your camera is enabled and/or attached

Why can’t I hear anything or why can’t they hear me?

There are a number of reasons why your audio might not be working. Try these troubleshooting steps:
1. Make sure you’ve granted permission in your web browser to HomieSapien
2. Select a default audio output from your computer’s settings
3. Make sure your device is not muted
4. Try using  different earphones / headset

 

Still need help? Contact Us

 

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