How Do I Contact Support, Report an Issue, or Provide Feedback?

The Contact Support button inside Kicksite is better than emailing, because it sends the page you were on, your account, and your browser along with your message. Support starts with context instead of asking for it.

Try this first

Two things resolve a good share of problems, and both are faster than waiting for a reply.

1. Clear your cache. Most display problems after an update are a stale browser cache.
2. Search the Knowledge Base. Faster than a reply, and available after hours.

Which option to pick

Situation	Choose
You don’t know how to do something	Ask a Question
Something is broken or behaving wrongly	Report an Error
You want training	Ask a Question, and say so
You want Kicksite to do something it doesn’t	Feature Request

Whichever you pick, navigate to the relevant page first. The tool captures where you are, which allows support to better assist with the issue.

Asking a question

1. Click Contact Support on the right of the screen, then Ask a Question.
2. Type your question, or ask to schedule training.
3. Optionally add:
   1. Screenshot — grabs the current page and lets you draw on it.
   2. Screen Recording — a short video. Best for anything involving a sequence of clicks.
   3. Attach a File — an export, a spreadsheet, a photo.
4. Click Send Feedback.

Support replies to the email address shown in the window.

Reporting an error

Stay on the page where it happened.

1. Click Contact Support, then Report an Error.
2. Describe what happened. What makes this answerable in one reply rather than four:
   1. What you were trying to do.
   2. What you expected, and what happened instead.
   3. Who it happened to — a student’s name or an invoice number.
   4. Whether it happens every time or just once.
3. Click Screenshot and mark it up:
   1. Frame — drag a box around an area.
   2. Highlight — draw freehand.
   3. Line and Arrow — point at things.
   4. Blackout — cover anything sensitive. Use this before sending anything with card details or personal information on screen.
   5. Add a Comment — a text box.
   6. Color — pick something bright.
4. Click Next, then Send Feedback.

Requesting a feature

1. Navigate to the relevant page.
2. Click Contact Support, then Feature Request.
3. Describe the problem you’re trying to solve, not just the feature you have in mind.
   1. “I need to know which students haven’t paid before class starts” is more useful than “add a column to the check-in screen” — it leaves room for a more relevant answer and a better understanding of the problem.
4. Add a screenshot if it helps, then click Send Feedback.

Other routes

• Email support@kicksite.net directly.
• Request training — say what you want to cover and Support sends a booking link.
• Data imports — email data@kicksite.net with your file.

Troubleshooting

I can’t see the Contact Support button. It’s only shown to admins and employees, and not in every environment. Email support@kicksite.net instead.

Where do replies go? The email address on the account you’re logged into, shown in the Ask a Question window.

The screenshot tool won’t capture. A browser extension may be blocking it. Take a screenshot with your device and use Attach a File.