How to contact SimplySwim Support

Modified on Fri, 17 Feb, 2023 at 11:22 AM

Whether an experienced user or new to SimplySwim, you may on occasion need to contact our Support team for assistance.

All conversations with our team are handled by our Support System. Each time you contact our Support team you will be provided with a case/ticket number. The case number allows you to track the progress of your query and also reference it at a later date if necessary.

Our support team are here to help with any issues you are having in SimplySwim.

Help & Support Widget

The "Help & Support" Widget is located on the right hand side of every screen in SimplySwim (except for the POS screen).

When clicked, a pop-up window will appear so that you can "Create Support Ticket".

Your email address and site ID will pre-fill. Please include your name as we love to know who we are communicating with. You can also search our knowledge base from here for help articles on topics, or when you start to type in a subject, some articles may be suggested to assist you.

Fill out your name, the subject of the ticket and include as much detail regarding your enquiry as possible. The more information we have, the faster we can investigate and assist you.

Please include information like Family Name, Student Name, Family ID, Error Codes, Class Details (like day, time, level) or issues with finance. You can include screenshots or attachments as well.

Priority levels: most issues are of medium or low priority - this does not mean your issue is not important to us. High priority is for issues with major functions such as Direct Debit or SMS. URGENT priority is when there is a complete loss of service or a significant feature that is completely unavailable and no workaround is available.

Once filled out, click "Create a Support Ticket". This will be logged and replied to promptly.

There are times when certain technical issues may require a more urgent response from our team. Details on our Case Priority levels, and which one to select, can be found here Support ticket priority levels explained.

Last updated 20th July 2022