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Parent Guide / Support

Support

2 min readParent Guide
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Purpose

Support & Feedback is your go-to place whenever something isn't working, you have a question the app doesn't answer, or you simply want to tell the school what you think. It brings together a support dashboard, a place to raise and track tickets, a searchable FAQ, a feedback form, and direct contact details, so you don't need to guess where to send a concern.

When to Use

  • When you run into a problem with the app itself, like a screen not loading or a payment issue.
  • Before raising a ticket, to check whether the FAQ already answers your question.
  • To share general feedback or a suggestion about the app or the school's use of it.
  • When you need a direct way to reach the school and can't find the answer elsewhere in the app.

How to Use

  1. Open Support from the More menu to land on the Support dashboard.

  2. From here you can see any tickets you've already raised, along with their current status (open, in progress, or resolved).

    Screenshot placeholder

    The Support dashboard showing a summary of open tickets, quick links to FAQ and Raise a Ticket, and a Contact option at the bottom.

  3. To ask something new, check the FAQ first — it covers common questions and might save you from waiting on a response.

  4. If the FAQ doesn't help, tap Raise a Ticket, describe the issue, and submit it. You can track its status from the same dashboard afterward.

  5. Use Feedback for general comments or suggestions that aren't a specific problem needing resolution — this goes to the school separately from support tickets.

  6. Use Contact if you need a phone number, email, or office details for the school directly.

TipInclude as much detail as you can when raising a ticket — which child, which screen, and roughly when it happened. It usually gets you a faster and more accurate response than a one-line description.
Common MistakeA ticket and general feedback aren't the same thing — if you need something looked at and resolved (like a fee discrepancy or a login issue), raise a ticket rather than submitting feedback, since feedback isn't tracked the same way through to resolution.