How to contact us
The best way to get support is through our digital channels! We highly recommend using the Help Centre or Web Chat (Messaging) for the quickest resolution.
Our support team is available to help on weekdays (Monday to Friday, 8:00-17:00), excluding public/bank holidays, as well as specific company dates.
- Partner-supported schools must contact your support partner directly
- Guardians and Students must contact your school directly with any queries or issues
Arbor Help Centre
Before contacting support, please always search the Help Centre for answers. It contains dedicated articles, FAQs and searchable pages for Census error and query codes.
Web Chat (Messaging) and the Arbor Bot (24/7 support)
Perfect for quick questions, immediate troubleshooting and contacting support between tasks on busy school days!
Use this feature for everything from login issues to checking if Arbor has a feature you need and troubleshooting specific pages within your school site.
How to access Webchat?
Click the Chat Icon on the bottom left of your Arbor School MIS or the Help Centre to start a conversation with Arbor Bot.
Arbor Bot will gather your security details and assist you with any questions you may have.
Offering 24/7 lightning-fast support, the Arbor Bot excels at answering questions about Guardian Consultation, Census, and Payments.
Not getting the help you need or want to speak to someone else? Arbor bot will gladly pass you on to the Support Team, all within the same chat!
Click here for more help on using web chat, including FAQs on sending links and screenshots.
Emailing is for providing lots of detail, attaching evidence, or asking about formatting/display issues that are difficult to describe.
For example, Report Cards and Custom Report Writer queries are ideal for emails, allowing you to share what you see on your screen with a screenshot, share links to specific pages, and give our team the opportunity to explore your question in-depth before we respond.
You can email our support team at myteam@arbor-education.com
Contact Form
Use the Contact Us form for structured queries, such as reporting a bug within the system. Ensure you provide relevant links and attach screenshots as necessary.
How to access the Contact Form?
Click Contact Us in the top right of the Help Centre.
Phone
We understand that some issues are best talked through with someone. Use phones for detailed and complex issues, such as fixing problems with your Payments, Assessments, or Exams setups.
Phone Calls are perfect for when something has gone wrong on your site or if you have gotten stuck whilst setting something up, and our Help Centre guides and the Arbor Bot haven't helped.
We're currently available on: 020 3835 4025 (Main Line)
Advanced Support - Available on request when purchased
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