At Arbor, we want to make sure you get the right support at the right time. To help keep your school running smoothly, our digital resources and Help Centre are available 24/7, allowing you to find quick answers and troubleshoot whenever it suits you.
For those times when you are facing a complex setup, detailed troubleshooting, or an urgent issue such as a safeguarding or data protection concern, our Support Team is on hand to help via phone, chat, or email. For details on our response times and what you can expect from our teams, you can read our Customer Experience Charter.
Our team is available Mon-Fri 8am-5pm with extended opening hours on key dates such as Exam Results days.
Before you reach out:
Guardians and Students: Please contact your school directly with any queries. For data protection reasons, Arbor cannot access or troubleshoot individual student/guardian accounts.
Partner-supported schools: Please contact your dedicated support partner directly for assistance.
💻 Digital Support: For Quick Answers and 24/7 Access
1. The Arbor Help Centre (24/7) Your first stop for instant answers. Our Help Centre is always open and packed with step-by-step articles, FAQs, and searchable guides for things like Census error codes. A quick search here is often the fastest way to get unstuck.
2. Web Chat The fastest way to get in touch and great for support with quick questions and multitasking during a busy school day.
How to access: Click the Speech Bubble on the bottom left of your Arbor MIS or the Help Centre.
The Virtual Support Assistant (24/7): Our virtual assistant offers fast, round-the-clock answers to common queries on areas like Attendance Reporting, Guardian Consultations, Census, Payments, and more.
Live Chat: If the Assistant can't answer your question, it will seamlessly pass you over to a member of our Support Team within the same chat (Available Mon-Fri, 8:00 AM - 5:00 PM).
3. Contact Form (For Detailed Investigations) Best for non-urgent requests that require deep investigation, lots of detail, or file attachments (e.g., formatting issues, Custom Report Writer queries, or reporting bugs).
Contact Form: Click Contact Us at the top right of the Help Centre to submit a structured query.
Pro Tip: Always include screenshots, exact error messages, and URLs to the specific pages you're looking at so our team can dive right in.
📞 Phone Support: For Urgent or Complex Issues
We understand that some situations are highly critical to the running of your school, or simply too complex to resolve over text. Our phone lines are here to help you navigate urgent issues (such as critical system failures or safeguarding concerns) or complex queries (like troubleshooting intricate Assessments, Exams, or Payments steps) when our digital tools haven't been able to resolve the issue.
Opening Hours: Monday to Friday, 8:00 AM - 5:00 PM (excluding bank holidays and specific company dates).
Call us: 020 3835 4025
To help our team get straight to work and verify your security details, please ensure you know:
Your school details: School name, postcode, and the link to the page of Arbor you are on.
Your business role: Your specific job title/role as it is officially stated within your Arbor profile.
(Note: Advanced Support is also available on request for schools that have purchased this package).
🛠️ Experiencing a sudden system issue?
Before reaching out, please check our System Status Page to see if it’s a known issue that our technical teams are already working to resolve.
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