Contact support with useful information
Describe the steps, the expected action and what appeared so support can investigate the next step.
Checked on 29 October 2026
Overview
Describe the steps, the expected action and what appeared so support can investigate the next step.
Get to know the screen
Practice example: all names, records and amounts are fictional. Options vary with your school’s curriculum, currency and access.
Phone example
Interface labels are shown in English. Follow the translated steps below to find each control. Follow the sequence, review the recorded information and choose the next step.
Who can use this feature
Use your own account and check the school before opening records. Account checks do not grant a school role. Ask an authorised school administrator to review missing membership, class assignments or feature access; families use their own approved learner links.
Before you start
Check the school and search this help centre first. Prepare the page, time, device/browser, relevant role and exact error. Use the school’s authorised route for access changes.
Required and optional fields
Follow the requirements of the form you are using. The diagnostic details below help you check the problem; they are not a separate form or a request to change your account.
| Field | Requirement | Format or example | Prerequisite |
|---|---|---|---|
| Support request | Required in this form | Subject: required, at most 200 characters. Category and Priority: required choices. Message: required, 10–5,000 characters. Review the current school and exclude private credentials and records. | Current account, selected school/year, saved setup records and the actual form’s requirements. |
Picklist prerequisites
Categories and priorities are built-in choices, not class lists. The ticket belongs to the current workspace and account. A support request does not change school roles or grant access by itself.
Desktop walkthrough
Check the current screen and the relevant context.
Screen walkthrough · 0:45Download GIF ↓- Open Support in the app header, then the support section and create a request. Confirm the current school. If sign-in prevents access, use this website’s contact page.
- Write a clear Subject of at most 200 characters, choose Category and Priority, and enter a Message of 10–5,000 characters. Select priority according to the actual disruption and explain who is affected.
- Describe what you opened, selected and entered, what you expected, and what happened. Include time, browser/device and safe record references. The new-request form is text-based; do not assume it uploads screenshots.
- Review for private information, then Submit once. Wait for Ticket Created and record the ticket reference. Reopen it from the support list to check the saved message and status.
- Keep follow-up details in the same ticket and read any response or status change. A submitted request is not a completed fix. Agree the next check and confirm the original task works after a correction.
Mobile walkthrough
On a phone, use the header support icon or Help and support in the account menu. The panel and form may require scrolling to Category, Priority, Message and Submit. The walkthrough uses a fictional request; no live support message is sent.
Check the current screen and the relevant context.
Screen walkthrough · 0:45Download GIF ↓Save and verify
Check the ticket reference, school, saved message and status. Return to the original feature to verify any correction. Do not open repeated tickets for the same unresolved issue.
Troubleshooting
The request will not submit or you cannot enter the app?
Check subject, category, priority and the 10–5,000-character message. Preserve the draft and check whether a ticket already exists before retrying. Use the website contact page if sign-in or school access blocks the in-app route.
Before retrying a save or send, reopen the same record and check whether it was already saved or queued. Keep the original wording and error. Repeated clicks can create duplicate actions.
