Getting help
When something doesn't work the way you expect, you have three escalation steps.
1. The chatbot (bottom-right)
A small chat bubble in the bottom-right corner of every page. It can:
- Search the help articles by keyword.
- Walk you through common workflows.
- Pre-draft a support ticket if it can't answer.
It's fast and free — try it first.
2. This help centre
The articles you're reading right now live at /help. Browse by category from the landing page, or use the search bar to jump to a topic.
Every article is public — no login needed — so you can share a link with a colleague or a parent.
3. File a support ticket
When the chatbot and articles don't solve it, click Helpdesk at the top of the page (or visit /helpdesk):
- The page shows you suggested articles first.
- If those don't help, click Raise a ticket.
- If you're signed in, your name and email auto-fill. If you're a parent or guest, fill them in.
- Pick a category, write a subject and a clear description.
- Submit.
You'll get a ticket number on screen and a tracking link by email.
Tracking a ticket
- Signed-in users — your ticket is linked to your account; support replies by email and you see the conversation in your inbox.
- Guests — the email contains a magic link to a tracking page where you can read replies and add details. See Tracking a ticket as a guest.
What makes a good ticket
- One issue per ticket — file two if you have two problems.
- Steps to reproduce — what you did, what you expected, what happened.
- Screenshots — attach via the file upload button. Helps us help you fast.
- Severity — pick a priority honestly so urgent issues get triaged first.