Contact us - How can I get in touch with ScholarPack?

The easiest place to find information is to jump into the Help Centre's step-by-step instructions (including searchable Census error codes and queries).

The Help Centre can be used by anyone who uses the ScholarPack MIS, whether you're partner supported or ScholarPack supported. You don't need to be signed in.

See how to get the most out of the Help Centre here: How to use the ScholarPack Help Centre

How to check if you're supported by ScholarPack

If you are a Partner supported school (supported by your Local Authority/Council or 3rd Party IT Company), you will need to speak directly with your support partner, as our phone, email and Webchat support is only available for ScholarPack supported schools.

  • Partner supported schools will not have the Chat option within the MIS unless your support partner has their own.
  • You can click into the top right of your ScholarPack site to see your partner's details.
  • You also won't have the Support PIN.

How to contact us if you are supported by ScholarPack

If you can't find what you're looking for in our Help Centre, you can contact us by Webchat, Email or Phone. Our support team is usually available to help on weekdays (Monday to Friday, 08:30-16:30), excluding public/bank holidays or certain dates outlined below.

Reduced support over May half-term

  • Until 4.30pm on Thursday 24th May - Normal support
  • Monday 27th May (Bank Holiday) - Closed
  • Tuesday 28th May to Friday 31st May - Webchat and phone unavailable, please use the Contact Us option to send an email.
  • Monday 3rd June - Back to normal support including phones and Webchat.

Should you need to get in touch outside of our operating hours, please use the Contact Us form, and we'll be back in touch as soon as we can.

 

Webchat

While signed into your ScholarPack MIS platform, in the bottom right of your dashboard, click on the 'Help' icon, this will first connect you to our help bot who will suggest articles to you that may help your query. If you still require assistance after this, you will see an option to start a 'Live Chat' with one of the ScholarPack Support Team. 

If you can't see the widget, ask your system administrator to whitelist static.zdassets.com, zopim.com and (ws://)ws-eu.pusher.com (A web socket used by our chat provider for the live chat function). 

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Email

You can submit an email ticket to our Support Team by clicking Contact Us in the top right of the Help Centre.

When submitting a ticket, provide us with as much information as you can, including relevant links or screenshots where possible. This will ensure we can investigate thoroughly for you without having to email back for more information which can delay a resolution.

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Call us

We're available on this number: 01522 716 049

 

Verification

To verify you're a genuine customer, our Support Team may ask you for verification when you get in touch with us. This will be in the form of a Support PIN.

  • The same PIN is visible to all staff users, regardless of role.
  • Once generated, a PIN remains valid for 30 minutes.

To see the PIN, click Home > Support PIN.

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Click Regenerate PIN if there is no PIN.

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  • The same PIN is visible to all staff users, regardless of role.
  • Once generated, a PIN remains valid for 30 minutes.

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