Question 1

How do I get support?

Accepted Answer

You can reach our support team through WhatsApp, phone, email, or a tracked ticket from your dashboard, plus a self-service help center for answers you can find on your own. Pick whatever suits the question — a quick chat for something fast, or a ticket for anything you want to follow through.

Question 2

What support channels are available?

Accepted Answer

WhatsApp, phone, and email connect you to a person, while support tickets keep a written record you can track to resolution. The help center and documentation cover most day-to-day questions with no waiting at all.

Question 3

Is there documentation I can read?

Accepted Answer

The help center is a searchable knowledge base with step-by-step guides, screenshots, and troubleshooting for every part of the platform — from building courses to managing students, staff, and payments. It is the fastest place to look before reaching out.

Question 4

Do you help with initial setup?

Accepted Answer

Getting-started guides walk you through your first platform end to end — brand, domain, first course, and inviting your team. Larger plans include onboarding assistance, where our team helps you configure things around your institution.

Question 5

Can you help me migrate from another system?

Accepted Answer

Yes. You can import students and content and rebuild your catalogue, and our team can guide larger institutions through the move. Tell support what you are coming from and we will point you to the right import path.

Question 6

Is support available in Arabic?

Accepted Answer

Support is offered in both Arabic and English, and the whole platform is Arabic-first with a right-to-left interface. You can ask questions and read guides in the language you are most comfortable with.

Question 7

What if I am an independent teacher, not an institution?

Accepted Answer

The same support is there for you. A solo teacher and a multi-branch academy reach the same team and the same help center — the guidance just focuses on the features you actually use.

Question 8

How do support tickets work?

Accepted Answer

You open a ticket from your client dashboard, describe the issue, and follow the whole conversation in one place with its current status. Everything stays on record, so if you come back later the history is right there.

Question 9

How do I report a problem or a bug?

Accepted Answer

Send it to support with what you were doing, what you expected, and what happened instead — a screenshot helps a lot. We watch reports closely, and because every academy runs the same current version, a fix reaches everyone once it ships.

Question 10

Can I request a new feature?

Accepted Answer

Yes. Feature requests go through support or the help center, and the ones many customers ask for tend to rise up the list. Telling us how you would use it helps us build something that genuinely fits.

Question 11

Are there training resources?

Accepted Answer

The help center doubles as a training library, with guides and walkthroughs you can share with your teachers and administrators. New staff can learn a panel at their own pace instead of waiting for a scheduled session.

Question 12

Is the help center available around the clock?

Accepted Answer

Yes. The knowledge base never closes, so you can search articles and guides at any hour. Live channels are answered during working hours, but self-service answers are always a search away.

Question 13

Do I need a paid plan to get support?

Accepted Answer

No. Every academy gets support and the help center. Larger plans add hands-on onboarding and more direct assistance, but no one is left without a way to reach us.

Question 14

Who on my team can contact support?

Accepted Answer

You decide. Administrators and staff you have given the right access can open tickets and reach out, so the people running your platform get help directly without routing everything through one person.

Question 15

Will support see my students' data?

Accepted Answer

Only what is needed to help, and always with your context in mind. Each academy is isolated in its own tenant, and we treat your records as private — we ask before looking into anything sensitive and never share your data with another academy.

Question 16

What information should I include when I contact you?

Accepted Answer

The panel or page you are on, what you were trying to do, and what actually happened — plus a screenshot where you can. The more specific you are, the faster we can reproduce it and give you a real answer instead of follow-up questions.

Question 17

Can you help me set up payments?

Accepted Answer

Yes. Guides cover connecting a payment gateway, setting prices and currencies, and selling courses, bundles, or subscriptions. If something will not connect, support can help you check the settings on both sides.

Question 18

Do schools and universities get different support from academies?

Accepted Answer

The platform and the support are the same; what changes is which features you lean on. A university managing programs and faculty and a training centre managing instructors both reach the same team — the answers just match your setup.

Question 19

How do I get the most out of onboarding?

Accepted Answer

Come with your goals and a rough picture of your structure — branches, courses, and who does what. That lets onboarding focus on configuring the platform around how you actually operate rather than starting from a blank page.

Question 20

Can I get help designing courses or certificates?

Accepted Answer

Yes. The help center walks through building lessons, quizzes, and branded certificates step by step. For the finer points, support can answer specific questions as you go.

Question 21

What happens after I open a ticket?

Accepted Answer

It reaches the support team and stays visible in your dashboard while it is worked on. Replies appear there and you can add more detail at any time, and the ticket keeps its full history until it is resolved.

Question 22

Is phone support available?

Accepted Answer

Yes, during working hours, for when it is easier to talk something through than to type it. For anything that needs screenshots or a written record, a ticket or WhatsApp often works better.

Question 23

Can support help with my domain and branding?

Accepted Answer

Setting your own domain, logo, and colours is guided in the help center, and support can step in if a domain will not verify or your branding is not showing as expected.

Question 24

Do you help with staff roles and permissions?

Accepted Answer

Yes. Guides explain how roles and permissions decide what each teacher, admin, or assistant can see and do. If you are unsure how to structure access for your team, support can talk you through a sensible setup.

Question 25

What if my question is about billing or my subscription?

Accepted Answer

Billing and subscription questions go to the same support team. You can ask about plans, capacity, upgrades, or an invoice, and we will sort it out or point you to the right place in your dashboard.

Question 26

Is there a community, or only official support?

Accepted Answer

Support runs through official channels and the help center, so answers come from the team and the documentation. That keeps guidance accurate and tied to how the current version actually behaves.

Question 27

How do I contact support right now?

Accepted Answer

Message us on WhatsApp for something quick, open a ticket from your dashboard for anything you want tracked, or email us the details. Any of them reaches the same team.

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