Customer Service Support
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      1. Knowledge Base : CounselMore Support
      2. MEMBERS. ONLY
      3. Customer Service Support

      Troubleshoot - Reach Sales, Customer Service, Tech Support

      Troubleshoot - Reach Sales, Customer Service, Tech Support Help button in app or support email

      How to Contact Us

      IF YOU CANNOT ACCESS YOUR ACCOUNT - EMAIL Support@CounselMore.com

      In your application, click Help or the floating question mark

      The Help Center will open, providing two categories to guide you:

      1

       

      1. New Account Help - Live Training

      • This option directs you to a live training article, which includes details about Self Guided training videos and a registration for live-session.

      2. Ask a Question

      • If you encounter an issue, feel free to reach out with your questions, whether they relate to a feature request, community events, or bug reports.

      • Type your concerns or questions and hit send. 

      If the article you received resolved your inquiry, please select the option indicating "this answered my questions."

      If the article you received does not answer your question, please select the option to "contact support".
      • A pop up will appear 

      You will be then promoted to provide additional details, including:

      • Priority: Low, Medium, High, or Urgent

        CHOOSE THE PRIORITY OF YOUR REQUEST. IS IT CRITICAL TO WHAT YOU ARE DOING IN THE NEXT HOUR? OR DAY? OR THERE'S A WORK AROUND?

      Request Type: Select from the provided options
      IT IS IMPORTANT FOR US TO UNDERSTAND THE SPECIFIC PROBLEM YOU ARE DEALING WITH SO THAT WE CAN PROMPTLY ADDRESS YOUR CONCERNS AND PROVIDE A SOLUTION
       

         

        • Subject: Brief description of your issue
        • Message: Detailed explanation of your problem or question, including the steps you took that led to the issue, error, or bug in your portal.

        ENTER AS MANY DETAILS AS POSSIBLE - TELL US THE ORDER OF BUTTONS YOU CLICKED THAT RESULTED IN YOUR ISSUE OR EXPLAIN TO US THE PURPOSE OF WHAT YOU ARE ATTEMPTING. WE SPEAK EDUCATION TOO, SO FEEL FREE TO EXPLAIN YOUR PROCESS, WE WILL UNDERSTAND.

        • When reporting a bug, you now have the option to record your issue, making it easier for us to understand the problem you are experiencing.




         

        CounselMore offers live support for any users who need an extra hand getting their portals setup. Moving over from another platform or jumping onto one for the first time can be daunting. We offer many live support options such as:

        • 1-1 trainings for members who need extra support.

        • Group trainings for interactive learning and idea sharing.

        • Study Hall sessions weekly for drop in questions. 

        • Live Tech Support Meeting Request

         

         

        The Student/Parent Portal has a 'Help' button near the top right of the page. This button launches the 'Contact Us' pop up. Alternatively, if they can't get into the app, they can email support@counselmore.com.



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