Support

You pay when you book. LevelUp holds your payment until your session is done, then pays the coach. Your card details are entered only on our payment provider's secure page: LevelUp never sees or stores them.

When you confirm the session is done. If you don't respond within 72 hours of the coach marking it delivered, the payment is released automatically.

Yes. You can cancel for a full refund until the coach accepts your booking, if the coach declines or doesn't reply within 24 hours you are refunded in full, and if your coach doesn't turn up you can report it 15 minutes after the session was due to start. If something goes wrong with a session, choose Report a problem on the booking before you confirm it. Our team reviews it and either pays the coach or refunds you. See Cancellations, refunds and disputes.

Use the chat on your booking. Contact details such as WhatsApp or Discord are shared only after the coach accepts. For your protection, keep payments on LevelUp: payments outside it aren't covered.

LevelUp is for people aged 18 and over, and everyone, players and coaches, shows a government ID so you know who you are playing with. Use a passport, driving licence or national ID card. Photos must be taken live with your camera, with a selfie to match. Uploads, scans, screenshots and student cards are not accepted. Our partner Stripe does the check, and LevelUp never sees or keeps your documents.

Not with their own account. A parent or legal guardian who has passed the ID check can add them in the Account tab and book for them, only with coaches approved for juniors, and must be present for the whole session. Under 12 is not allowed.

Some coaches offer four weekly sessions at a discount. You pick the first time, the next three are the same time on the following weeks, and you pay once. Each session is its own booking: the coach accepts it, and you can cancel or report any one of them on its own, with a refund for just that session. The coach's package discount comes out of their price, not yours.

Create a coach account, add the games you play with your rank and a link that proves it, and our team checks your skill. Once you pass, connect payouts, set your weekly hours and publish your sessions. Your skill level sets the most you can charge.

Use Report on a coach's page, a session or a chat message. Reports go to our team. If someone is in immediate danger, contact your local emergency services first.

Log in, open your profile, then Settings. You can turn on notifications for this device, verify your email or phone, switch on two-step login and choose email notifications.

Log in, open your profile, then Settings and Delete account. Active bookings must be finished first. See exactly what is deleted and what is kept.