Reach us through the Contact page. We usually reply within a day.
What to include
A message with these four things usually gets solved in one reply. Without them it takes three.
- What you were trying to do — "approve a bank receipt for a student"
- What happened instead — the exact message on screen, if there was one
- Which class or student — the class name and the student's name or phone
- A screenshot, if you can — often faster than any description
Pick the right topic on the form so it reaches the right person. If you can't sign in, say which email and phone number are on the account so we can find it.
What we can help with
- Account access — you can't sign in, lost your Google account, no reset email arriving
- Payment and subscription problems — a card charged but the plan not activated
- Verification — a rejected request you don't understand
- Things that look broken — a page erroring, a number that's clearly wrong
- Deleting a class created by mistake, which you can't do yourself
- Feature requests and feedback — genuinely read, and a lot of what's in the product came from teachers asking
What we can't help with
Payment disputes with your students. Tuition fees are between you and them — Edugo doesn't process the money and can't recover it or arbitrate. Our records show what was recorded on the platform, and we can share that with you.
Deciding whether a receipt is genuine. Only you and your bank can confirm the money arrived.
Teaching decisions — fees, syllabus, whether to keep a student. Not ours to make.
Contacting a student on your behalf. Use messages or their phone number.
Before you write
The troubleshooting article covers most common problems, and three of them account for a large share of what reaches us:
- Email in the spam folder
- Students unable to pay because bank details aren't set
- Content appearing locked because of the month rule
Worth thirty seconds before writing.
Response times
Usually within a day, sometimes faster. Slower over weekends and public holidays.
If something is stopping students paying you, say so — that gets prioritised over a question.
Reporting a bug well
If something is broken rather than confusing, include:
- The page you were on (the URL)
- What you clicked
- What you expected, and what happened
- Whether it happens every time
- Phone or computer, and which browser
Whether it's repeatable is the single most useful detail. A bug we can reproduce gets fixed; one we can't often stays open.