Our office hours are from 9:00 - 6:00 EST, Monday through Friday. However, if you require immediate assistance, our email is regularly monitored and someone will get back to you as soon as possible. You can email us at [email protected] or if you are on a Professional plan, contact your account manager directly.
All Admins can also contact support by clicking on the Contact button in the botton-right corner and clicking Send us a message.
You can also call us at 1-855-SKY-PREP (759-7737). You will need your Support Pin to connect via phone. You can find it by clicking on the Settings button.
To ensure that you receive the best support possible, we will require some details about the issue.
Please include the following in your ticket or have it ready if calling the support line.
URL of your account (mycompany.skyprepapp.com)
The usernames of people affected, the module name(s), and the course name(s)
The steps that were taken when the issue occurred (the page you were on before, what you were doing, etc.)
Screenshots of the issue (please make sure the browser address bar is visible)
If the issue is regarding a file, please include it as a ticket attachment or email it to [email protected] if using phone support
Any additional details, such as whether this is occurring with multiple people
If phone support is required and you are on a Lite plan, we will need to confirm your identity as an admin and you will be moved up to the Professional plan for the remainder of your month