Getting started
Support
Support is a conversation, not a form that disappears into an inbox. Every ticket keeps its full history, and you can reply to it as long as it is open.
If you have an account
Open profile menu → Support in the app. You get a list of your tickets, and replies from us land there with a badge. It is the best route, because your account details come attached and there is nothing to look up.
You can also jump straight there: open support in the app.
If you do not have an account
Use the Support button at the top of any page in these docs. It only needs an email address so we can reach you.
You will get a case number like TKT-1001 and a private link. Save the link: it is the only way back into the conversation, and we cannot recover it for you if it is lost.
To pick a conversation back up, use Check a ticket.
What happens next
| Status | Means |
|---|---|
| Open | Waiting on us. Newly submitted tickets and any you have replied to. |
| Answered | We have replied and it is with you. Reply again and it reopens. |
| Solved | Closed out. Writing back on it opens it again: nothing is ever locked. |
What to include
- What you were trying to do, and what happened instead
- The course or page it happened on
- Your browser, and whether you are on a phone or a computer
For billing questions, write from the email address on the account: it saves a round trip. And if a charge looks wrong, please open a ticket before disputing it with your bank; almost everything is sorted out faster directly.