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

1. Check meeting ID: 858 3955 1144
2. Verify passcode: 310432
3. Update Zoom to latest version
4. Try joining via web browser
5. Contact teacher via WhatsApp

Missed a class

1. Notify teacher within 24 hours
2. Request makeup session
3. Download lesson materials
4. 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

1. Download from python.org
2. Check "Add to PATH"
3. Restart computer
4. Test in terminal: python --version

VS Code Setup

1. Download from code.visualstudio.com
2. Install Python extension
3. Select Python interpreter
4. 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

1. Check this guide - Answer might be here
2. Try basic fixes - Restart, clear cache
3. Gather information - Student ID, program, error messages
4. 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:

1. Search our guides one more time
2. Ask your child's teacher
3. Contact support with specific details
4. Wait for our response
5. Follow provided instructions

Remember: We're here to help your child succeed!