Frequently asked questions

Once 20min have passed, you will be able to mark your candidate as a no-show. Please use the "Mark expert as no-show" button in your session page. This button can only be clicked within the session window.

Your candidate gets notified to join when you start marking them as a no-show. If they join in late - you only need to provide the remainder of the 60-min session for them. Very often, they might just be running a few minutes late; or have missed the timing - and this reminder can help bring them into the call immediately.

If a candidate doesn't show up even after 20-minutes, please feel free to drop off from the call.

If the candidate was just delayed for some reason, and they can join in for the remaining time, we'll email you right away and request you to join back in. In this scenario too, you're only expected to fulfil the remaining time in the 60-minute session.

If the candidate is indeed a no-show, we'll investigate to understand why they couldn't make it.

• If it's something serious like a medical emergency, we might ask you to make an exception and support a reschedule. We expect this to happen extremely rarely, of course.
• If there is no valid reason received from the candidate, AND if you're covered by Prepfully's no-show policy, you will receive 50% of the session cost for the no-show session, for time waited. There is no need to wait for the full hour; or to fill out written feedback for the candidate. This transfer is initiated within 72-hours of the no-show being reported.

When are coaches NOT covered by Prepfully's no-show policy?

Coaches aren't covered by Prepfully's no-show policy if any of the following situations occur

• If you've accepted a session less than 6 hours away AND the candidate had provided slots further out, and the candidate misses a session because they didn't see the notification in time - the no-show policy will not apply
• If you've requested a custom higher payout rate per session for Prepfully candidates than is allocated by default, you won't be covered by Prepfully's no-show policy. This is because Prepfully is unable to cover the risk of higher no-show rates and fees in the context of higher-rate sessions. We'll let you know of this when updating you on your request for higher payouts.
• If you've cancelled / rescheduled a session at short notice, OR if you've previously been marked a no-show, you won't be covered by Prepfully's no-show policy. As a once-off you can regain coverage after providing one free session on Prepfully. This balance candidate and coach interests -- if a coach doesn't have no-show coverage - candidates will be able to cancel or no-show without consequence in sessions with them.

Please let us know at support@prepfully.com if you have any questions.