Frequently Asked Questions

+ -
General
+ -
What is Telebond?

Telebond is the only professional solution designed for selling your expertise online. Our solution allows professionals to video call their clients and charge for their time.

+ -
How does Telebond work?

Telebond works by connecting an expert with a client through video calls and messaging, so that the expert is able to sell their expertise through a professional platform that manages calls, payment, sessions and earnings, client and schedule information, invoicing support, and more.

+ -
I want to try Telebond out! How can I see it in action?

We’d be happy to show you a demo of Telebond and demonstrate how you can use all of our great features to grow your business online. Request a demo with a member of our sales team here: https://app.telebond.com/profile/VBojkova

+ -
I need more help. How can I get in contact with someone from Telebond?

You can email us at support@telebond.com, or message us on Facebook at facebook.com/telebondpro

+ -
Sign-up / Account
+ -
How do I sign-up?

You can sign-up for Telebond on our website, or by clicking here: https://auth.telebond.com/signup

+ -
What information do I need to provide on sign-up?

You can sign up with your email address or social media account. If you sign up with an email address, you will need to provide your first name, last name, email address, and a password. You can also sign up using either your Facebook, Twitter, or Google+ account.

+ -
Why should I link my Facebook/Google+/Twitter account to sign-up? What happens if I link my social account to sign-up?

You should link your social account to sign-up if you’d prefer to associate one of those accounts with your Telebond account. If you sign up with a social account, Telebond will receive your email address, first name, and last name associated with that account. Telebond will not have be able to manage your account, or post on your behalf.

+ -
Why do I need to verify my account?

You will receive a confirmation email after signing-up for a Telebond account. Click on the link in that confirmation email to verify your account and begin using Telebond. We ask you to verify your account to protect you and your information.

+ -
What do I get if I sign-up for Telebond? / What features are included with my account?

If you sign-up, you get unlimited access to Telebond’s features, which include: video calls, the ability to charge for your time, a customizable view of your sessions and earnings, client and schedule management, calendar integration, invoicing support, file-sharing, screen-sharing, built-in messenger, and more.

+ -
Do I/Does my client need to sign-up for a Telebond account to participate in a video call? / What happens if I don’t have a Telebond account and someone invites me to a video call?

The expert needs to have a Telebond account to host a session, but a client does not to request or attend a session. Telebond emails a link to the session to the client, allowing them to access the call without signing up for an account.

+ -
Does Telebond save my clients’ contact information?

Once you enter a client’s contact information or create a session with a client, Telebond will save that information to your account so you can easily schedule a session with them again. When you schedule a session with a repeat client, the email address field will recognize their email address and pull up their information so you can select that client.

+ -
Who sees my Telebond account profile? Why should I fill it out?

Potential and current clients can see your profile if they request a session with you on Telebond. Completing your profile provides new and current clients with information regarding who you are, what your rates are, which topics are within your expertise, and where clients can find you on social media.

+ -
Do I have to download anything to use Telebond?

No, you do not have to download anything to use Telebond. You can launch Telebond from your Internet browser.

+ -
How do I delete my account?

To delete your account, email support@telebond.com, and our team will assist you.

+ -
Pricing
+ -
How much does it cost to use Telebond?

Starting in 2018, it will cost 6€ per month plus VAT where applicable and which is calculated according to country. By subscribing to Telebond, you get unlimited calls and access to the Telebond solution. For more information, visit our Pricing page here: https://telebond.com/price/

+ -
Do you offer package-based pricing?

No. We do not offer booking multiple sessions at once, or package-based pricing. We allow for session payments based on duration, which allows you to disconnect/connect as many times as you want until you reach the predetermined duration. For example, you can book a four-hour session, but only fulfill one hour with your expert; this leaves three hours remaining on your account with your client.

+ -
Charging for sessions
+ -
How do I charge/pay for my session?

All transactions are sent and received through PayPal. When scheduling a session, the expert will indicate whether or not the session will require payment, and how much the rate will be. The expert will then be required to include his/her PayPal email address to ensure a successful transaction. Experts can accept credit/debit card payments from clients who do not have PayPal depending on whether the expert’s PayPal account enables guest payments. To enable guest payment, experts must have a business or premier account, verified email address, and the guest payment option turned on. For further details or problems, please consult PayPal. To learn more, you can visit: https://www.paypal.com/us/webapps/mpp/account-optional

+ -
What can Telebond do with my PayPal account?

Telebond uses your PayPal account to verify and set-up payment between the expert and client. Telebond cannot manage your account.

+ -
How quickly do I get paid/charged for my session?

Clients must pay experts before the session for the session to occur. Experts get paid for the session as soon as the client pays. If your client pays immediately, then you will receive the payment immediately.

+ -
Where can I view my sessions and earnings?

We have a dedicated page for viewing your sessions and earnings. After you sign in to your account, select the “Sessions and Earnings” tab and you’ll have access to all of your sessions, earnings, and the ability to filter by client and month to help you save time in creating invoices and see when you’re most profitable.

+ -
Does it cost money to send/receive payments?

Telebond does not charge any fees for sending or receiving payments. However, PayPal is the payment system we use, which does charge a transfer fee that varies across countries.

+ -
Do I need a PayPal account to use Telebond?

No, but without a PayPal account, you can only use Telebond to conduct free sessions, and will not be able to charge/pay for a session.

+ -
Do I have to file taxes for income I receive using Telebond?

Although different countries have different requirements regarding when you must file taxes, in general, the answer is yes. You will have to file taxes for the income you receive, but we provide the necessary transaction notes and invoices to help you do so. Please see our Terms of Use for more information.

+ -
Which currencies do you support?

We currently support payments in the Euro, British pound, and U.S. dollar. You can charge and pay for your session in the currency of your choice, but the client and expert must agree on a single currency for the transaction.

+ -
What information do you include in the invoice?

You receive an invoice for the service fee paid to Telebond, and both you and your clients receive transaction information whenever there is a payment or refund.

+ -
Do I still get charged/paid for a session if the call fails in the middle of a session?

If a call fails in the middle of a session, the expert must refund the client.

+ -
Do I still get charged/paid for a session if it’s cancelled?

No. If a session is cancelled, Telebond does not charge the client and the expert does not receive payment. However, if the client pays for a session before it has been cancelled, the expert must refund the client directly.

+ -
How do I get refunded?

The expert must refund the client directly from his/her PayPal account. If the client pays for a session that is later cancelled (by the expert or otherwise), the client must contact the expert to request the refund.

+ -
Hosting sessions
+ -
How do I schedule a video call?

If you’re an expert, you can schedule a call by signing in to your account, selecting the “Host a session” tab. You must fill in the fields with the necessary information, such as: name or email address, session topic, session date and time. If you are charging for your session, you will need to enter payment details (PayPal email address and currency).

+ -
Can I start a call instantly? / Can I call my client directly?

Yes. You can start and schedule instantly – as long as the expert and the client scheduled for the call are available.

+ -
Who starts the video call? The expert or the client?

Both the expert and the client have the option to start the video call, as long as both are online and available, and in the case of a paid session, the client has paid.

+ -
How do I know if my camera and microphone are working during the call?

Telebond allows you to select and test your camera and microphone before the call starts. After scheduling your call, you can click on the gear icon to adjust your “Call settings” to select the camera and microphone you want to use, and activate those devices. You will then be able to test your audio and video to ensure the devices you’ve selected will work on the call.

+ -
Does my client get notified if I schedule a call?

Yes. Your client will receive an email notification when you schedule a call with all of the information they need to participate and attend the session, including a link to the video call and the date and time.

+ -
What happens if I run out of time on the call?

If you exceed the predetermined duration of your call, the session timer on the bottom left-hand side of the screen will change to the color “red” to indicate this. The call will not disconnect, and the session will continue. If this is a paid session, it will not charge for additional time; is up to the client and expert to determine any additional payment for the next session.

+ -
Does Telebond integrate with my calendar?

Telebond allows for calendar integration with Google so that you can view your scheduled sessions in your personal calendar.

+ -
Can I change the date/time of a scheduled session? / Does my client get notified if I change the date/time of a scheduled session?

Yes.  You can change or cancel the date and time of a scheduled session. Both parties receive an email notification of the change in date and time.

+ -
Why did my call drop? / What do I do if the call drops in the middle of a session?

There could be a variety of reasons why your call drops. We recommend refreshing the session page to continue. This will not affect any involved payment as Telebond only charges for a session as a whole – not if you go in and out of calls. If this problem persists, please contact us at support@telebond.com.

+ -
My video call is slow/it’s difficult to see/hear on the video call – what’s wrong?

There could be a variety of reasons why your video call is slow and it’s difficult to see or hear on the call. Some possible reasons for this include: a slow internet connection, an incompatible browser, or older hardware (laptops, computers, tablets, or phones). We recommend ensuring that you have access to high-speed WiFi, use Google Chrome, and new hardware. If this problem persists, please contact us at support@telebond.com.

+ -
Does it matter what browser I use to conduct calls on Telebond?

We recommend using Google Chrome as it provides the best quality.

+ -
Features
+ -
Can I share my screen during a session?

Yes. To share your screen during a session, click on the third icon below the session timer (bottom left-hand side of your screen). You might need to install a plugin to allow this feature, depending on your browser.

+ -
Can I share/send files during a session on Telebond?

Yes. You can share files during a session on Telebond by clicking the “paperclip” icon in our built-in messenger (located on the right-hand side of your screen). This will allow you to attach a file and send it directly to your client/expert.

+ -
What types of files can I share/send through Telebond?

You can send any files up to 50 MB.

+ -
How long are files accessible/stored?

Files are stored in your account for a year.

+ -
Does anyone see the messages I send on Telebond?

No. Messages sent between clients and experts remain private to only those in the conversation and session.

+ -
What’s the Telebond dashboard?

When you log into your Telebond account, you will be able to access your Telebond dashboard, a centralized location that allows you to view upcoming sessions. Within other areas of the Telebond solution, you can manage your schedule and clients, host a session, view your sessions and earnings, and manage your account settings. For more information on how you can utilize the Telebond dashboard and entire solution to grow your business, request a demo with our sales team here: https://app.telebond.com/profile/VBojkova

+ -
Can I use Telebond on my smartphone?

Yes. However, although you can access the Telebond site and your account and dashboard on your smartphone or tablet, we recommend conducting video calls from a laptop or PC to ensure the highest quality of audio and video.

+ -
Telebond Direct
+ -
What’s Telebond Direct? Is it free?

Telebond Direct is a free digital button that allows your clients to request sessions with a simple click. For more information, visit our Button page here: https://telebond.com/button/

+ -
How do I add it to my site?

You can add Telebond Direct to your site by adding a code snippet to your website, or including a link in your social media profiles or email footer.

+ -
How do I use Telebond Direct?

If you’re a client seeking an expert, you can use Telebond Direct by simply clicking on the button and initiating contact with an expert. If you’re an expert, you can use Telebond Direct to simplify your booking process, and allow clients to request a session more easily.

+ -
What if I’m not online when someone clicks my Telebond Direct button?

If a client clicks your Telebond Direct button, they can send you a message to request a session. If you’re not online, you will see this message when you log back into your account, and Telebond will also send an email with the request. Your client will not be able to initiate or participate in a session unless you’re online.

+ -
Security and Privacy
+ -
Is Telebond encrypted?

Yes. Telebond is using the peer-to-peer-based WebRTC protocol. The data outside a call is SSL-encrypted, whereas inside it is end-to-end encrypted, which makes the exchanged information readable only to you and your clients, and protects it from outside interceptions.

+ -
How is Telebond protecting user data?

Telebond stores all sensitive data on a protected server, secured by a network of integrated security measures. Our backend services communicate via a virtual private network, eliminating access to potential outside intruders. We protect login data with our password policy, hash all passwords to render them unreadable and monitor failed login attempts. All our services are protected by Cloudflare against attacks and constantly monitored.

+ -
Is Telebond compliant with data protection and privacy regulations?

Yes. Telebond stores user data using Amazon Web Services servers, which are fully compliant with EU data protection laws and regulations. For more information, click here.

+ -
Is Telebond sharing user data with other companies?

No. Telebond cannot use your data for advertising or share your data with any other third party.

+ -
For Clients
+ -
How do I request a session with my expert?

You can request a session with your expert by clicking their Telebond Direct button.

+ -
How do I accept a session from my expert?

You accept a session from your expert by clicking on a link to the session sent to your email address or clicking on the new session on the Telebond dashboard (if you have a Telebond account).

+ -
Can I chat and/or send files to my expert before a call?

Yes. Once the session has been scheduled, you can use Telebond’s built-in messenger to chat with your expert and send files.

+ -
When do I pay for my session?

If you’re expert requires payment for the session, you must pay for the session in advance of its scheduled date and time. You will be able to pay for the session once you’ve been invited to the session or once the expert has accepted your session request.

+ -
Do I need a PayPal account to pay for my session or can I just use my credit/debit card?

Yes, but this will depend on your expert. All experts must have a PayPal account to accept payments; however, some experts’ PayPal accounts will accept credit/debit card payment depending on whether PayPal has enabled the guest payment feature for their account – this can vary based on location and PayPal account type.

+ -
What can I do during a session with my expert on Telebond?

Once in the Telebond session, you’ll be able to engage in a video call, share your screen, share files, and message your expert in our built-in messenger.