There are several ways to contact our customer support agents. The best and most streamlined ways are by phone, or through our website (with chat or ticket submission).

During our normal business hours (Mon-Fri 8am-8pm) our agents are always in the queue to take your call/chat/ticket request. Keep in mind when we are busy, there may be times when agents can’t pick up the contact immediately. In these cases, customers should leave a message. We will answer all tickets in the order they are received (whether chat message, voicemail, or email ticket). If you call our number, and get the support line voicemail, don’t hang up. If our ticketing system doesn’t see any voicemail was left, it will not create a ticket for us to follow up on.

The most popular way to get in touch is to use our support chat feature. To do this, click on the ‘help’ button on the bottom right of our webpage. (Screenshot below)

On the help widget pictured below, you can click on suggested articles or use the search bar near the top to search specific keywords to find help articles. To get in touch with support click on the ‘Live Chat’ button on the lower right. If it is after business hours, that button will allow you to submit a help request ticket instead. We will get back to you during normal business hours. But during business hours click this live chat and fill out the information and request on the form that follows. Your chat will be initiated, and you can wait for an agent to pick it up. If you leave after submitting the chat start request, it will create a ticket and we can reach out later via email or phone.

When opening a support ticket with Platinum, please provide as much information as possible about the issue, and different accounts associated with the issue (Student name/email, Course name, Class name if they apply). This makes it quicker for us to troubleshoot the issues.

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