Support tickets
When something’s not working and the troubleshooting page didn’t fix it, open a support ticket from inside EduBook Pro. Tickets keep a permanent record of the conversation and route to our team with a priority that matches your subscription plan.
When to open a ticket vs. read troubleshooting
Try the Troubleshooting page first:
- Most install + activation issues are covered there.
- One-off browser permission or “screen looks wrong” issues usually fix in a minute.
Open a ticket when:
- The product is erroring with a message you don’t recognise (paste the screenshot).
- A feature you paid for stopped working (devices, exams, parent portal, etc.).
- You need to change a piece of data we control (your tenant slug, the plan you’re on, a tenant transfer).
- You have a billing question — refunds, invoices, switching payment method.
We don’t take feature requests through tickets — those go on the public feedback board so other customers can upvote.
Opening a ticket from inside the app
- Open the desktop app → Support (from the main sidebar).
- Click New ticket.
- Pick a category (Billing, Bug, Account, Other).
- Write a one-line subject and a longer description.
- Attach a screenshot if useful (drag-and-drop into the box).
- Submit.
The ticket lands on our side immediately, and you get an email
copy of the submission for your records. The email is sent from
support@edubookapp.com — add that to your safe-senders list so
the replies don’t sit in spam.
Where the ticket goes
Each ticket carries:
- Your tenant id (so we can look up your subscription)
- The signed-in user’s email
- The desktop’s app version + OS
We don’t see passwords, payment-card numbers, or student PII unless you explicitly paste them into the description. Avoid pasting any of that — describe the problem instead.
Tracking replies and closing
The Support page in the desktop app shows all your open and closed tickets. Unread replies show a small badge in the sidebar.
When you reply:
- The conversation is plain text + optional screenshots.
- Replies are also emailed to the address on your account so you can answer from your mail client if you prefer.
When the issue is resolved:
- You can close the ticket yourself from the desktop.
- We can also close it after a few days of no reply. Closed tickets can be reopened by posting a new reply.
Priority by plan
Your plan determines how fast we triage your tickets. The system auto-tags each incoming ticket so our queue is sorted correctly.
| Plan | Priority | Target first reply |
|---|---|---|
| Trial / Starter | Standard | 1 business day |
| Pro | Priority | Within 8 business hours |
| Enterprise | Premium | Within 4 business hours, business or weekend |
These are the first-reply targets — actual resolution depends on the issue. A bug that needs an engineering fix takes as long as it takes; we’ll keep you posted in the ticket.
If your subscription is expired or suspended, you can still open tickets but priority drops to Standard regardless of the plan that was active.
What to put in the description
Helpful descriptions get answered faster. The basics:
- What you were doing (“I clicked Settle period on the September commission card”).
- What happened (“The button spun for 10s then an error toast appeared”).
- What you expected (“Entries should have moved to paid”).
- Screenshots of the error message.
- When it started — was it after an auto-update? After a Windows reboot? On a specific machine?
If the bug is intermittent, mention how often it happens (“3 out of 10 attempts”).