Where to Get Help

This article reviews where school owners and admin can get help for questions or issues they have with their Teachable school. It provides information about our different support resources, who they are available to, and where to access them.

NOTE: If you are a student or school affiliate, you should use the Student Guide: Getting Support article for guidance on where to get help.

Overview

School owners and admins have several resources available to them if help is needed on the creation or maintenance of their Teachable school.

The below chart provides an overview of the available support options, who they are available to, and use cases for each support option. Further details on each support resource are provided in the sections below.

Support Resource Availability Use Case
Email support

To: Primary Owners, Owners, School Authors

When: 7 days a week, 8 AM to 8 PM US Eastern time

Plan availability: All plans

Receive high-quality support via email for any questions or issues you have with your Teachable school
Live chat

To: Primary Owners, Owners

When: Monday through Friday, 10 AM to 5 PM US Eastern time

Plan availability: Professional plan and up

Receive fast, in-the-moment support for any questions or issues you have with your Teachable school
Teachable Knowledge Base

All users, 24/7

Learn about the Teachable product and how features work

The Teachable Community (teachable:hq)

To: Primary Owners

When: 24/7

Plan availability: Basic and up

Share knowledge and network with other Teachable creators

TeachableU

To: Primary Owners

When: 24/7

Plan availability: Basic and up

Take core trainings on course creation; created by the Teachable team

If you are locked out of your account and cannot access any of the above resources directly, please contact our Customer Support team directly at support@teachable.com.

Email support

If you are experiencing an issue with your school or if you aren’t able to find the answers you need in our Knowledge Base, our award-winning Customer Support team is happy to assist users via email.

Email support is available to Primary Owners, Owners, and Authors of schools on any plan. Our email support hours are 7 days a week, 8:00 AM to 8:00 PM US Eastern Time.

To submit an email support ticket:

  1. Login to your school account and click the Help tab from your admin menu. Then, click Email. This will open up your Teachable Account dashboard.The screen shows the admin view of a sample Teachable school. From the left side admin menu, the HELP tab is circled. On the main page, there are three columns (one for email, one for live chat, and one for the Knowledge Base. The EMAIL column is circled.
  2. From your Teachable Account help dashboard, click Submit a Ticket.The screen shows the admin view of a sample Teachable Account dashboard. The HELP tab is circled from the left side admin menu. ON the main screen, the SUBMIT A TICKET button is circled.
  3. You'll be asked which school you need help with. Choose your school and then continue filling out the form. A Knowledge Base article relating to your issue will be suggested. If that doesn't answer your question, click Message Us.The screen shows the admin iew of a sample Teachable Account dashboard. The HELP tab is circled from the left side admin menu. On the main page, there is a form with several fields such as WHICH SCHOOL DO YOU NEED HELP WITH and WHAT DO YOU NEED HELP WITH. At the bottom of the form, it says CANT FIND WHAT YOURE LOOKING FOR with a MESSAGE US button.
  4. Fill in the Description box with as much information as you can provide and click Submit Ticket.
  5. Your question, school, and contact info will be logged in our help ticketing system and someone will reach out to you as soon as possible to assist with your inquiry.

Alternatively, you can submit a ticket through the Help Center widget of your school. To do so:

  1. Click the Help icon in the bottom right corner of any of your Teachable school’s admin pages.The screens shows the admin view of a sample Teachable school. In the bottom right corner of the screen, there is a small icon that says HELP.
  2. Click the Email Us button at the bottom of the widget.
  3. Fill out the fields for your Name, Email, Subject, and Description. Then click Send.The screen shows that a user has clicked the HELP icon in the bottom right corner of their Teachable school. Once the widget opens, they click the EMAIL US button, which loads a form with fields for NAME, EMAIL, SUBJECT, and DESCRIPTION.

NOTE: If you are locked out of your account and cannot access any of the above resources directly, please contact our Customer Support team directly at support@teachable.com

Tips for submitting an email ticket

To help us provide the best support possible, please follow these guidelines for submitting a support ticket:

  • Be as specific as possible - The more details you include in your initial ticket, the better our support team will be able to understand what you want to achieve. If you are having an issue with a specific school, course, or user then it's also helpful to include details such as the user’s email address, name, the specific URL or name of your course, etc. in your initial ticket.
  • Include visuals - It’s helpful to include visuals to help illustrate the issue or question that requires our support. You can take screenshots or short recordings of your environment with apps like CloudApp. Although our help form does not have a file uploader, you can include file sharing links from services like Google Drive, Dropbox, etc. Please also ensure that you’ve given us permission to view the files.
  • Avoid multiple issues or questions in one ticket - If you have a new issue or question, we recommend creating a new ticket so that each can be handled within its own email thread. This makes referencing these messages faster in the future.
  • Utilize the description section of the help form - To avoid confusion, ensure that you write the body text of your inquiry in the Description section of the help form and not in the Subject Line. The subject line of your ticket should be a brief explanation of the issue or inquiry that you explain further in the Description section of the ticket.

Live chat

If you are experiencing an issue with your school or if you aren’t able to find the answers you need in our Knowledge Base, our award-winning Customer Support team is happy to assist users via live chat.

Live chat support is available to all school owners for schools on the Professional plan and up. Our live chat support hours are Monday through Friday, 10:00 AM to 5:00 PM US Eastern Time.

To start a live chat:

  1. Login to your school account and click the Help tab from your admin menu. Then, click Chat Now.admin-help-chat_now.jpg
  2. In the popup widget, enter your Name, Email, and a brief Message describing your question or issue. Then, click Start chat to initiate a chat.The screen shows the admin view of a sample Teachable school. The HELP tab from the left side admin menu is circled and there is an open CHAT widget in the bottom right corner of the screen. The chat widget has fields for NAME, EMAIL, and MESSAGE, with a START CHAT button at the bottom.

Once you start a chat, please allow a few moments for one of our Customer Support representatives to respond. If there are no available representatives, you will enter a queue where you can wait for the next available representative to support you.

NOTE: If you do not see live chat available to you, it might be outside of live chat hours or you might not be on the Professional plan or up. If you cannot live chat with us, you can submit an email support ticket. If you cannot access our help center at all, please contact us directly at support@teachable.com.

The Knowledge Base

If you’re not sure how to use a feature, complete a task in your Teachable school, or have any questions on creating and managing your school, we recommend checking out the Knowledge Base—which you are now reading! Consider the Knowledge Base your Teachable manual. Use the search bar to search for any topic as it pertains to your Teachable school.

The image shows the homepage of the Teachable Knowledge Base. There are nine boxes for each of the main categories, such as GETTING STARTED, CUSTOMIZE YOUR SITE, SELL YOUR COURSE, etc.

You can also search through the Knowledge Base from directly within your school by clicking the Help widget icon in the bottom right corner of any page in your school admin. Once you search for a specific topic, you will be recommended Knowledge Base articles based on your search query.

The GIF shows a user in the dashboard view of a sample Teachable school. They click the HELP icon in the bottom right corner of the screen, which opens up a help widget. They type in PRICING, and then several Knowledge Base articles are recommended based on their query.

The Teachable Community (teachable:hq)

Teachable’s community, known as teachable:hq, is space for creators to share their knowledge, learn, and network with other creators in a similar business phase. Here you can ask questions, share ideas or strategies, and get help from others.

Teachable:hq is available to all Primary Owners on the Basic plan or above.

Learn more about how to access and use teachable:hq.

The screen shows the homepage of TEACHABLE HQ. There is a welcome message on the main screen, and the left side navigation menu has several tab options such as DISCUSSION, RESOURCES, FAQ, etc.

TeachableU

TeachableU was created by the Teachable team to provide additional resources on how to build and manage a course. TeachableU includes our most-updated training programs, as well as live-streamed workshops with experts in a variety of industries.

TeachableU is available to Primary Owners on the Basic plan and up.

Learn more about how to access and use TeachableU.

The screen shows the homepage of TeachableU. There is an INCLUDED COURSES section, which includes icons for CREATE YOUR COURSE, CHOOSE YOUR COURSE TOPIC, and BUILD YOUR AUDIENCE.

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