Contact Support
If you cannot resolve your issue using the troubleshooting guides, you may need additional assistance.
Before contacting support, we recommend completing the following steps:
- Review the relevant documentation
- Follow the troubleshooting guides
- Confirm your role and permissions
- Check your internet connection
See:
→ Troubleshooting Overview
Who Should You Contact?
Section titled “Who Should You Contact?”Depending on the type of issue, you may need to contact either your School Administrator or Hischool Platform Support.
1. School Administrator
Section titled “1. School Administrator”Contact your school administrator if your issue is related to a specific school.
Examples include:
- Role or permission restrictions
- Access to a particular school
- Membership or invitation issues
- School policies or moderation rules
- Group management or moderation actions
- Approval of invite requests
School administrators manage school-level configuration and permissions.
2. Hischool Platform Support
Section titled “2. Hischool Platform Support”Contact Hischool platform support if the issue appears to be system-related.
Examples include:
- Unable to access your account
- Password reset repeatedly failing
- Technical errors or unexpected behavior
- Pages not loading properly
- Platform bugs affecting multiple features
- Issues impacting multiple users
Platform support handles system-level and technical issues.
Information to Include
Section titled “Information to Include”Providing detailed information helps support teams diagnose the issue more quickly.
When contacting support, include:
- A clear description of the issue
- The steps that led to the problem
- The school name (if applicable)
- Screenshots or screen recordings
- Your device and browser or app version
- The approximate time the issue occurred
The more details you provide, the faster the issue can be investigated.
Security and Privacy Reminder
Section titled “Security and Privacy Reminder”When reporting an issue:
- Never share your password.
- Avoid sending sensitive personal data unless required.
- Do not post confidential information publicly.
Support staff will never ask for your password.
Response Time
Section titled “Response Time”Response time may vary depending on:
- The severity of the issue
- School-specific policies
- Platform support availability
- Time zone differences
For urgent school-related issues, contacting your school administrator is often the fastest option.
Reporting Safety Concerns
Section titled “Reporting Safety Concerns”If your issue involves:
- Harassment
- Abuse
- Inappropriate content
- Violations of community rules
Use the in-app reporting tools first.
See:
→ Report a User
If someone may be in immediate danger, contact local authorities.
Still Need Help?
Section titled “Still Need Help?”If documentation and troubleshooting do not resolve your issue:
- Contact your school administrator
- Reach out to Hischool support through official channels (if available)
Clear and detailed communication helps ensure faster resolution.