If you get stuck with the app, you create a support ticket in the Support Center. You get a ticket number, and replies arrive in the app and by email.
Where to find it
Search → Account → Support Center. It has three parts: Platform Messages, Support Tickets and Create New Ticket.
Who can do this
Everyone with an account, if the organisation uses this feature.
Step by step: creating a ticket
- Tap Create New Ticket.
- Choose the Urgency; each choice states within how many working days you can expect a reply.
- Choose a Category (for example technical problem, account or billing).
- Enter a subject and your message. Add attachments if needed, such as a screenshot.
- Send. You see the ticket number and get a confirmation by email.
Step by step: following replies
- Open Support Tickets and tap your ticket.
- Read the replies and respond at the bottom.
I can't see it / it doesn't work
- The Support Center is missing in Search. Your organisation does not use this feature. Ask your question through Messages → Questions to your organisation instead.
Frequently asked questions
Is this for questions about my child or lessons? No, use Messages → Questions for that. The Support Center is for problems with the app and your account.
What are Platform Messages? Announcements from Aqlemy, for example about maintenance or new features.