Keep platform help requests and replies together in Support. Reply emails link back to the relevant ticket.
Quick answer
Open /account/support, create or select a request, and add your reply. When support responds, check the notification email and follow its ticket link.
Open Support while signed in. Create a request or choose an existing one to see its status, conversation, and available next action. The workspace belongs to your account; an emailed link may ask you to sign in before opening the ticket.
For supported account, profile and onboarding questions, your written draft or existing ticket can offer Show me how and Continue with support. The walkthrough uses reviewed instructions and can offer to open the relevant page and highlight a supported control. These steps are free, use no AI credits and do not require sending your request to an AI provider. You still select files and submit any changes yourself. Your unsent formatted message stays in page memory while you navigate; refreshing or closing the tab clears it.
If you choose an optional AI explanation, first review the disclosure and enable AI & Chatbot consent. Only a bounded excerpt of the selected request and recent customer-visible replies is used. Internal notes, private staff replies and attachments are excluded. You can decline AI and continue the steps or contact a person.
The walkthrough asks Did this solve your issue? An existing request stays open until you explicitly confirm. If the problem remains, review the issue, attempted steps, reported outcomes and remaining problem before sending the summary. It is added to the same ticket; an unsent draft creates one request. You can still submit or reply normally at any time. Unsupported issues and unavailable help go straight to human support.
When enabled, the FASS assistant can explain supported account tasks and offer to open a page or highlight a control. You can type instead of using the microphone. It does not automatically file a support ticket. A supported account change needs a separate exact preview and Confirm change action; opening a page or accepting navigation does not save a change. For a connection or voice problem, try assistant troubleshooting first. Use the Support form when you need a person. Standard Help Centre articles remain available without AI consent.
For a setup question, open Getting started in your dashboard and use the task’s guide or Get help with this step where available. A successful optional AI step explanation uses one AI credit; reading guides is free. See setup plans and step help.
Describe what you were trying to do, what happened, and the page or booking reference involved. Include a screenshot if the form offers attachments, with private details hidden where they are unnecessary. Never include a password, recovery code, or payment-card details.
The reply editor supports basic text formatting and lists. Send additional information in the existing ticket so it stays with the original request. If a reply fails, the editor keeps the draft for retry.
When support or an authorised school participant sends a customer-facing reply, FASS sends a notification to the request owner's account email with a link to the ticket. Guest requests use the appropriate guest-access link instead. Internal staff notes are not customer replies and do not send you the private note.
If an expected email is missing, check spam and open Support directly. The saved ticket is the record of the conversation; an email-delivery problem does not necessarily mean the reply failed to save.
Support can see when you last viewed a ticket and when customer-facing replies were visible to you in the ticket page. These are viewing indicators, not proof that you understood or accepted a reply. Reading the notification email alone is not the same as viewing the ticket.
Contact the provider for lesson changes, meeting points, safety arrangements, and refund decisions under its policy. Use FASS support for account access, platform faults, or help tracing recorded booking/payment information. For urgent lesson-day matters, call the school rather than waiting for a ticket reply.
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