Support Center
Get help when you need it, the way you need it.
In this guide:
- Contact options
- Common issues & solutions
- Technical troubleshooting
- FAQs
- Emergency support
Contact Options
When to use: You need assistance from our team.
Support Channels
| Channel | Best For | Response Time |
|---------|----------|---------------|
| WhatsApp | Quick questions, payment confirmation | 2-24 hours |
| Email | Detailed inquiries, documents | 24-48 hours |
| Phone | Urgent matters | Office hours |
| Dashboard | Technical issues | 24 hours |
WhatsApp Support
Number: +60 10-393 3246
Hours: 9 AM - 6 PM (Mon-Sat)
What to include:
- Student name
- Program enrolled
- Specific issue
- Screenshots if applicable
Email Support
Email: mytelebort@gmail.com
Best for:
- Enrollment documents
- Payment receipts
- Detailed questions
- Feedback
Common Issues & Solutions
When to use: You're experiencing a common problem.
Login Issues
| Problem | Solution |
|---------|----------|
| Forgot password | Click "Forgot Password" on login page |
| Wrong credentials | Check caps lock, copy from WhatsApp |
| Account locked | Contact support for reset |
| Page won't load | Clear browser cache, try different browser |
Class Issues
Can't join Zoom class
- Check meeting ID: 858 3955 1144
- Verify passcode: 310432
- Update Zoom to latest version
- Try joining via web browser
- Contact teacher via WhatsApp
Missed a class
- Notify teacher within 24 hours
- Request makeup session
- Download lesson materials
- Watch recorded session (if available)
Payment Issues
Payment not reflected
- Send screenshot via WhatsApp
- Include: Student name, amount, date
- Receipt issued within 24 hours
Wrong amount paid
- Contact immediately
- Provide transaction details
- Adjustments made for next month
Technical Troubleshooting
When to use: You're facing technical difficulties.
Dashboard Problems
Can't access dashboard
Try this sequence:
1. Clear browser cache
2. Try incognito/private mode
3. Use different browser (Chrome/Firefox)
4. Disable ad blockers
5. Check internet connection
Materials won't download
- Right-click → Save As
- Check download folder
- Try different browser
- Disable popup blocker
Software Installation
Python Installation
- Download from python.org
- Check "Add to PATH"
- Restart computer
- Test in terminal:
python --version
VS Code Setup
- Download from code.visualstudio.com
- Install Python extension
- Select Python interpreter
- Test with simple program
Online Class Setup
Poor video/audio quality
- Close other applications
- Use ethernet if possible
- Position closer to router
- Lower video quality in Zoom
- Use headphones
Can't share screen
- Update Zoom
- Check screen share permissions
- Restart Zoom
- Try sharing specific window
Frequently Asked Questions
When to use: Quick answers to common questions.
Enrollment FAQs
Q: Can I switch programs?
A: Yes, within first 2 weeks. Contact support for assistance.
Q: Is there a trial class?
A: No trial, but consultation helps ensure right fit.
Q: What if my child doesn't like it?
A: Refund available before 4th class. We'll also try to address concerns.
Payment FAQs
Q: Can I pay partial amounts?
A: Monthly payment option available. No partial monthly payments.
Q: Are there sibling discounts?
A: Yes, 10% for 2nd child, 15% for 3rd child.
Q: What's included in fees?
A: All materials, dashboard access, support, certificate, and 28 sessions.
Academic FAQs
Q: How much homework is there?
A: Typically 1-2 hours per week of practice.
Q: Can my child work ahead?
A: Yes, materials available in dashboard.
Q: What if my child falls behind?
A: Teacher provides extra support. Grace period allows catching up.
Technical FAQs
Q: What computer specs needed?
A: Any laptop with 4GB RAM, made after 2018.
Q: Can use tablet/iPad?
A: No, full computer/laptop required for coding.
Q: Is internet required for offline classes?
A: Yes, for accessing materials and dashboard.
Emergency Support
When to use: Urgent issues requiring immediate attention.
What Qualifies as Emergency
- Unable to join ongoing class
- Payment urgent deadline
- Technical issue during assessment
- Safety concerns
Emergency Contact
- WhatsApp: +60 10-393 3246
- Mark message "URGENT"
- Include student name and issue
- Expected response: 30 minutes
Non-Emergency Examples
- General questions
- Future enrollment
- Certificate requests
- Schedule preferences
Getting the Best Support
When to use: You want quick, effective help.
Before Contacting Support
- Check this guide - Answer might be here
- Try basic fixes - Restart, clear cache
- Gather information - Student ID, program, error messages
- Screenshot issues - Visual proof helps
When Contacting Support
Do Include:
- Student name and ID
- Program enrolled
- Clear problem description
- What you've tried
- Screenshots/errors
Don't Include:
- Long backgrounds
- Multiple issues in one message
- Urgent tags for non-urgent items
Follow-up
- Allow stated response time
- One follow-up after 48 hours
- Provide additional info if requested
- Confirm when issue resolved
Feedback & Suggestions
When to use: You want to help us improve.
We Want to Hear About
- Teaching quality
- Platform improvements
- Program suggestions
- Support experience
- Success stories
How to Share Feedback
- End-of-program survey
- WhatsApp message
- Email to management
- Parent-teacher meetings
Your feedback helps us improve the experience for all families!
Support Hours
When to use: Planning when to contact us.
Regular Hours
Monday - Friday: 9:00 AM - 6:00 PM
Saturday: 9:00 AM - 1:00 PM
Sunday: Closed (emergency only)
Holiday Schedule
- Public holidays: Closed
- School holidays: Normal hours
- Year-end break: Limited support
Response Expectations
- Within business hours: Same day
- After hours: Next business day
- Weekends: Monday response
- Urgent: Within 2 hours
Self-Service Resources
When to use: You prefer finding answers yourself.
Available Resources
- This help center
- Dashboard announcements
- WhatsApp broadcast messages
- Email newsletters
- Program handbooks
Video Tutorials
Coming soon:
- Dashboard walkthrough
- First class preparation
- Project submission guide
- Parent portal tutorial
Still Need Help?
If you couldn't find your answer:
- Search our guides one more time
- Ask your child's teacher
- Contact support with specific details
- Wait for our response
- Follow provided instructions
Remember: We're here to help your child succeed!
Related Guides
Quick Links
🏠 Home | 🚀 Getting Started | 📝 Enrollment | 💳 Payments | 👨🎓 Students | 👨👩👧 Parents | 🎓 Programs | ❓ Support
Need immediate help?
💬 WhatsApp Us | 📧 Email: mytelebort@gmail.com
