When you report a problem

What happens after you send a problem to our team, and the email you get when a fix is live.

When you press Send to our team in the help chat, or use the support contact form, your message becomes a ticket in our support inbox under your signed-in email.

When it is a bug

If the problem is a bug in AskElira and your school is on a free pilot that is still running, or on a paid plan, our team may turn it into a fix. A person on our team rewrites the problem in their own words — without your school's name, your name, or any family's or student's details — and only that description is used to prepare the fix. Your message itself stays in our support inbox. We review every fix before it goes live.

When the fix is live

You get one short email from AskElira Support: Fixed: the problem you reported on the day you sent it, with a sentence or two about what changed. It never repeats what you wrote. If you still see the problem, reply to that email.

If what you sent turns out to be a how-to question rather than a bug, we answer it by email instead, and a person on our team writes or checks that answer before it is sent.

Keep student details out

Please don't put a family's or student's name, phone number, email address or ID into a ticket. We never need them to fix a problem. What you clicked, what you expected and what you saw is what helps.