Support
Tell us what is stuck
Most of what families write in about is answered below. If yours is not, the form on this page reaches the same team, and you do not need an account to use it.
Answers
The things families ask most
Written out in full, because a support page whose answer to every question is 'contact us' is a contact form with extra steps.
Signing in
My child has forgotten their Alpha ID or PIN.
Sign in as the parent, open the child's profile and the Alpha ID is on it. Choose 'Send sign-in details' and a new PIN is generated and sent to you on WhatsApp, SMS and email at once. The old PIN stops working straight away and the child is signed out of every device, which is the point of it.
The sign-in code never arrived.
Codes go to WhatsApp first and fall back to SMS. If neither arrives within a minute, check that the number on the account is the one you are holding, then try the email code instead. A number that has been used five times in an hour is paused for fifteen minutes.
I have two accounts with different numbers.
Tell us both numbers or emails in a request below. We do not merge accounts automatically, because merging two families' data is not reversible, so a person does it and confirms with you first.
Plans and payments
I paid and the plan has not opened.
A payment is confirmed by the gateway before a plan opens, and that can lag by a few minutes. If it has been longer than that, send us the order number from your bank message and we will match it to the order and open the plan.
Can I move a plan to my other child?
A plan is bought for a class, and a seat is held by a child. Moving one between children in the same family is something we can do from our side within the same class band. Ask below with both children's names.
How do refunds work?
The refund and cancellation policy is on this site and is the thing we follow. A request raised here reaches the same team; it does not need to go anywhere else.
Classes and work
My child missed a live class.
Lessons and guided practice stay open in the platform, and mentors help students catch up in the next session. Nothing is lost by missing one.
A project has not been marked.
Every submitted project is reviewed with marks and written feedback. If one has been sitting for more than a few days, send the child's Alpha ID and the project name and we will find it.
Other ways to reach us
Are you a school?
Licensing, rosters and teacher accounts are handled by a different desk, and the proposal form asks the questions a quote depends on.
Request a school proposalFor anything about deleting an account or exporting your data, the privacy page names the routes that do it without waiting for us.