Contacting support

The form at acada.ac/support reaches a person, who replies by email within 24 hours. An accessibility barrier is answered within 2 business days and a child-safety concern within 1. There is no phone line.

Before you write

• Check the help guide first: Help & support in the sidebar, or the phone's Menu, opens it, and most answers are there.
• Some things have their own, faster route. A refund is asked for from the course's Billing & Subscription tab, an appeal from Settings → Account standing, and a copyright notice at acada.ac/copyright.
• A person, course or message breaking a rule is reported from the thing itself: see Reporting.

How to contact support

1. 1.

   Open acada.ac/support. Signed in, your name and email are filled in.

2. 2.

   Under What it is about, choose the category that fits.

3. 3.

   Write a Subject and a Message. Say what happened and what you would like us to do.

4. 4.

   Choose Send message. The screen shows Message sent and your ticket number.

What happens next

Signed in, you get an email, We got your message, with the ticket number and the reply time for your category. Not signed in, there is no email, so keep the number from the screen. Our reply comes to the address on the form.

To add something, a screenshot for example, reply to the confirmation email, or without an account email support@acada.ac. A reply reaches the support team as an email, not on the ticket. Keep the ticket number in the subject: that is how it is matched. You do not choose a priority: child-safety concerns are dealt with first, then accessibility barriers, then everything else.

Other addresses

support@acada.ac

The same people as the form. An email gets no ticket number, so the form is easier to follow up.

privacy@acada.ac

Your information: a copy of it, a correction, deletion, or anything else in the Privacy Policy.

copyright@acada.ac

A question about a copyright notice. The form at acada.ac/copyright is faster and needs no account.

Rules and limits

• You can send 5 messages in 10 minutes. After that we answer the ones you have sent first.
• The form takes no attachments, and the message can be up to 10,000 characters.
• If someone is in immediate danger, contact your local police before you write to us.

If something goes wrong

"You have sent several messages already. We will reply to those first."

You sent 5 in 10 minutes. Wait, or add to a ticket you have by replying to its email.

"That email address does not look right."

Check the address for a missing @ or a typing slip.

"Your message did not send. Try again in a moment, or email support@acada.ac."

It did not reach us. Your text is still in the form.

"Your message did not send. Check your connection and try again."

The connection dropped. Your text is still in the form.