If you are having issues with the app, need to know how to do something and can't find it here, or something isn't working your first point of contact should be your IT Support staff or Admin. If they are not available or can't help, you can reach us directly using the form at the end of this page!
If your Admin can't fix the problem themselves with these tools, we have a dedicated support team to help them. Please note that to ensure faster turnaround times, our support team are reachable solely through your Admin team.
We have armed your IT team with all the tools they need to support, including knowledge-based articles to dive deeper into issues, training articles to help you utilise the best of Classroom, and an Admin Portal to manage and organise your school's accounts and license.
Help your Admin to help you
First Response
To best support your team, it is advised to make sure you have followed the steps in our quick troubleshooting guides before you reach out. This way, you save your Admin time and help colleagues with severe issues get the focus and attention they need.
You can find all these initial troubleshooting steps here: Troubleshooting
Describing your issue
When contacting your Admin, it is best to be as descriptive as possible to avoid any confusion or time-consuming back and forth. If possible, please include the following in your contact:
- Detailed description of your issue
- Any steps you can take to reproduce the issue
- Your iOS version (you can check this here)
- Your app version (You can check this by going to the Gear Menu > About)
- iOS and app version of the student is applicable to your issue
- Screenshot or recording of your issue
- Which troubleshooting steps from our guides you have already tried
This will not only help your Admin solve your problem faster, but will also help our support team should your Admin need to reach out to us.
I need support directly!
If you need to contact us directly, you can reach us at this form here:
Please be aware that depending on your issue, our support team may also ask for your Admin's contact details to loop them in on the conversation.