Schools, teachers & creators
Open Console, choose your workspace, then select Help. School teams and independent educators use the same portal with their own workspace permissions.
Sign inChoose your workspaceOpen Help
Open ConsoleHelp Center
The right support, when you need it.
From a quick question to a school-wide rollout, find the support that fits. Your customer support space lives inside the portal you already use.
Start in your portal
Your support space is already in your portal.
Sign in to the right portal to find Help in your own account context.
Parents & guardians
Open the family area in Play and select Help. Use your parent account to get support for your family’s access and learning experience.
Sign in as a parentOpen family Help
Open parent HelpSign-in is required. An account or portal link does not grant access to another person’s records.
How we can help
Five ways we support your team.
Start with the kind of help you need. Phone access, training arrangements, and service coverage follow your plan and agreement.
In-App AI Assistant
Get help finding your way, understanding a workflow, and identifying a useful next step while you work.
AI guidance remains separate from a support specialist’s decision. Move account, billing, or unresolved questions to the support team.
Find Help in your portalEmail / Ticket Support
Use your portal’s support space for a request that needs investigation, context, and a conversation with our team.
Keep the issue and relevant updates together. Share only the information needed to explain the problem; keep private learner work out of general descriptions.
Open your support portalPhone Support
Work through an issue with a support specialist when a conversation is the most useful next step.
Your service agreement sets phone availability and access arrangements. Find the appropriate contact or escalation route through your support portal.
Find your contact routeOnline Training
Bring your team together for guided remote sessions on planning, review, classroom use, and reading learning evidence.
Agree the audience, goals, and session format with our team. Use a real teaching objective and leave with practical work to continue.
Discuss training in your portalInhouse Training
Build shared practice through on-site workshops shaped around your school’s curriculum, roles, and priorities.
Plan the scope, location, and arrangements with our team. Sessions can focus on a pilot, a department workflow, or staff development.
Plan training with our teamService-level agreement
Clear expectations. A clear escalation path.
Our support offering is backed by an SLA. Your customer agreement defines the coverage and commitments that apply to your organization.
For the exact terms that apply to you, consult your agreement or ask the support team through your portal.
Coverage & channels
The support hours, available channels, and service scope in your agreement.
Response expectations
Priority definitions and first-response targets. A response target is distinct from a resolution time.
Escalation & follow-through
How an issue is escalated, who to contact, and how updates are handled.
Before you reach out
Help us understand the impact.
A clear request gives the team the context to choose the right next step.
Describe what you were doing
Name the portal and activity, what you expected, and what happened instead.
Explain who is affected
Say whether teaching is blocked, when it started, and whether there is a workable alternative.
Add useful context
Include a page or request reference if available. Never share passwords or sign-in codes.
A few useful answers.
Where do I start a support request?
Schools, teachers, and creators start in Console: sign in, select the correct workspace, and open Help. Parents and guardians use Help in the family area of Play.
Can I use the AI Assistant for every issue?
The assistant helps with guidance and navigation. Account access, billing, sensitive concerns, and unresolved problems need a support specialist or the appropriate school contact.
What does the SLA promise?
The applicable service agreement sets coverage, response commitments, and escalation arrangements. Exact targets vary with the agreement; a first response is not a promise that every issue is already resolved.
How do we arrange training?
Use your Console support route to discuss online or inhouse training. Share your audience, curriculum priorities, and the practical work you want the team to be able to do.
What if I cannot sign in?
Use the recovery options on your portal’s sign-in page. For school-managed access or a missing family link, ask your school administrator to check the invitation or relationship. Never share a password or one-time code with another person.
Who answers a question about schoolwork?
Your school or teacher decides assignments, feedback, and educational expectations. TutorCentrix support helps with platform access and operation. Use the relevant school contact for a learning or assessment decision.
Exploring TutorCentrix for your school?
See how the platform fits your team’s curriculum and teaching workflow.